Overview button per employee for customers with (and without) appointments in the coming month
N
Nicole Mes
Please provide a new button/functionality that shows a clear customer overview for each employee.
This overview should show:
Which customers have an appointment in the coming month.
Which customers don't have an appointment yet.
Goal: prevent both employees and customers from being faced with surprises because no appointment has been scheduled.
This feature is particularly valuable during busy periods such as December and holiday periods.
It enables employees to proactively approach customers and send them a reminder to schedule an appointment.
This also offers employees better insight into their own customer base.
Sara Meert
Hi Nicole, thanks for your suggestion! Preventing surprises—for both employees and customers—by having timely insight into appointments is certainly an important goal. At the same time, we would like to provide a few points of attention so that the functionality remains really usable and efficient.
- “Customers without an appointment” is functionally too broad
In practice, the category “which customers don't have an appointment yet” is extremely large.
Many customers have not scheduled an appointment at any given time, for example because:
- their appointment cycle is longer than one month,
- they won't come back until later in the year,
- consciously book them less frequently,
- or because there is no fixed frequency.
For large customer bases (e.g. >1000 customers), this would make for an enormously long list, leading to:
- poor performance,
- few relevant insights,
- loss of overview for employees,
- and risk of unnecessary contact with customers.
- The list does not automatically provide insight into 'missed' appointments, because the request does not take into account:
- normal frequency of visits,
- customer history,
- treatment frequency by type of customer,
- or previous appointments,
the list will not show which customers should actually have an appointment at the moment. That makes it difficult to really prevent surprises.
But we'd love to think along with you:) To prevent customers or employees from being overwhelmed because no appointment is scheduled, it's more useful to look at a: Overview button per employee for customers who normally come back within a certain cycle but don't have an appointment within that expected period.