Successful implementation of a customized self-service module that enables website visitors to schedule free initial consultations at Bosley®, the Beverly Hills, Calif.-based hair restoration icon.
Residing on the Bosley website home page, the new consultation scheduler allows a prospective patient to select a consultation office by location (state), preferred time, day of week and date, register for the consultation online, and send a brief message quickly and easily. Once the individual receives an email confirmation, he or she can log in to verify the appointment details.
This new capability is faster than any previous system, and reduces Bosley's patient service call center volume. The self-service functionality is fully integrated with the Bosley Siebel CRM system, allowing a patient record to be created and the consultation appointment to be scheduled at the same time, thus eliminating duplication and providing greater customer satisfaction.
Results thus far have exceeded expectations. Mark Davenport, Bosley's IT Director, states, "Since the launch on October 16th, we've seen positive migration to the self-service module. In less than one week, more than 200 visitors to Bosley's website have accessed the feature with nearly 100 consultations scheduled, and 10 percent of those consultations already completed. Two other companies were involved in this collaborative effort - Timetrade (the scheduling board) and Evolve (website changes) - with MTSI handling the entire integration."
Expanded functionality, including appointment follow-up and re-scheduling or cancelling of appointments, will be implemented by MTSI and Bosley in the future.