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I was busy having a shower before work when I discovered that I had no hot water! A quick look at the boiler revealed several flashing warning lights.

I was dreading having to call the insurance company, as previous experience has meant having to take a full day off work to wait in for an engineer. I had a really busy week planned and would only have very short time slots where I could be available to wait in. I also didn’t want to lose pay or use up a days holiday!appointment scheduling software engineer scheduling software mobile workforce management

I telephoned to make the appointment and was surprised at how easy it was. After confirming my details and explaining the problem, I was asked when I was available. To my surprise an engineer could be with me within a short appointment window. The gentleman on the telephone explained that I would receive a text message when the engineer was on his way. However, due to previous experience I was sceptical that the engineer would arrive on-time.

The next day I received a text message to say that engineer was on his way and he arrived at the agreed time. I told him how surprised I was and he explained that the company uses appointment scheduling software from FastLeanSmart called VISITOUR so that appointment times fit in with their customers needs. If they are running late another engineer can be sent at the agreed time.

The difference in this situation compared to other companies who do not use appointment scheduling software meant that I wasn’t frustrated or annoyed at waiting in, I didn’t have to take time off work for a small window appointment and I felt that I was getting a level of customer service that encourages customer loyalty. In future I’ll definitely be asking about how company’s plan their appointments before I buy their service.