Pointserve’s Appointment Management applications allow organizations to optimally schedule customer appointments based on the availability of appropriately skilled resources. Different Appointment Management modules support the full range of customer contact methods including customer self-service via the Internet, by phone to an internal CSR or via a third party business partner, and in person at a local branch or service center.

Intelligent appointment choices

Transparent to the end-customer, Pointserve’s intelligent appointment scheduling evaluates multiple scenarios, in real-time, and based on forecast trends and historical data, recommends appointment time windows that achieve a balance between maximizing efficiencies and satisfying customer needs. Pointserve’s Appointment Scheduling engine ensures that scheduled appointments meet a company’s business objectives while providing the right service to the customer.

One-touch customer scheduling

Irrespective of the contact method supported, each Appointment Management application improves the consistency and quality of the customer experience by supporting “one-touch” customer scheduling. By reducing the number of times a company must interact with its customers, Pointserve enables service organizations and their business partners to streamline service delivery and providing accurate information to CSRs at the point of customer contact. This reduces both the call volume and the average call duration, reducing the service provider’s operating costs and significantly increasing customer satisfaction.

Customer commitments that can be met

The Appointment Scheduling application addresses the one side of Pointserve’s unique bi-directional optimization, providing “intelligent” appointments based on forecasted service demand. The other side is addressed by Resource Management applications, which optimally assign and route field resources to meet both the forecast and scheduled service demand. Unlike competitor’s solutions that promise first and worry about fulfilling the request later, the Pointserve approach ensures efficient scheduling and fulfillment of appointments - without committing to what cannot be delivered.