Case Study | Retail Co. | Scheduling
Optimized Customer Scheduling
Maximizing Revenue Generation with Propensity Models
Overview
The Optimized Customer Scheduler is a new administrative platform that connects with our clients online booking platform, integrates seamlessly with propensity models and incorporates features that unlock granular configurability for appointment availability based on lead quality.
The goal was to develop a tool that engages with our clients' Corporate Admins and gives them the tools and configurations that will ultimately entrench an operational behavior that is beneficial to each center.
Our Approach
Transforming Challenges
into Opportunities
Client Need
Retail Co. needed a dynamic scheduling system to reduce no-shows and optimize consultant utilization by tailoring appointment slots based on individual likelihood to attend the consultation and purchase a session.
Product Definition
Understanding the Needs
A comprehensive redesign was undertaken, starting with in-depth user research and expert insights to understand the unique challenges faced our client and their customers.
Product Development
Building Smarter Solutions
The development involved integrating the tool into existing cloud environments, utilizing data analytics technology to enhance functionality and improve the overall user experience.
Industrialization
Scaling with Confidence
This approach included continuous product discovery, rigorous security testing, and adherence to best development practices to ensure long-term reliability and seamless scalability as the team worked to deploy the new application across 100 centers.
The Results
Empowering Decisions
with Advanced Insights
The Result
We implemented a scheduling system that scores leads in near-real-time using propensity models, optimizing appointment availability. The flexible back-end allows our client to adjust scoring parameters and control the scheduling algorithm.
An intuitive UI lets users adjust availability based on lead propensity scores, simplifying system configuration and monitoring for easy management by admins.
Features Overview
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Booking Rules: Customize timeslot availability based on lead quality, streamline operations by building and applying templates to multiple centers.
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Breakage Tolerance: Set breakage tolerance per number of consultants, enhance efficiency by building and applying templates to centers.
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Time to Appointment: Configure the booking horizon by determining how many days in advance specific leads can book appointments, offering flexibility and control.
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PCC to Lead Matching: Optimize consultant-to-lead pairing by uploading rankings to the system, enabling the choice of matching the best sales consultants with the best leads.