Delivering a specialist service to a nationwide customer base required the Plastic Surgeon to create a new central booking system, in order to improve customer service and deliver a ‘one call’ order processing and appointment booking system.
Key goals were to provide an appointment date for the customer at the time of booking, increase repair technician efficiency and reduce travel time per job.
Developed in-house, the new booking system has delivered a 4.6% increase in productivity.
80% of orders are now processed and the customer given an appointment date within one phone call. The aim is to increase this to 95%.
Travel time has also been reduced by 8.5% per Finisher.