Case Study | Tech Hardware Reseller 

Applications Implemented:

• Zoho Bookings (34 Workspaces)
• Zoho Directory

Implementation

• Project Duration: 1.5 months
• Implementation: 3 weeks
• User Training: 2 weeks 

The client transformed Technical Support Bookings with Zoho Bookings. The previous appointment booking system lacked the functionality to consider staff availability when booking appointments. This resulted in ineffective resource allocation and long wait times for customers. With a focus on proper user adoption, Zoho Bookings was implemented to address these issues. 

A key challenge was integrating Zoho Bookings with the client's existing Microsoft Azure instance for user management. This was achieved through Zoho Directory, enabling a smooth transition and automated user provisioning. Additionally, custom training materials ensured successful user adoption across different teams. 

Within the first month, over 2400 appointments were booked through Zoho Bookings with noticeable improvements in customer waiting times and positive feedback from the staff using the system. Overall, Zoho Bookings has transformed the client's appointment booking system, leading to a more efficient and customer-centric experience.

The client required an improved centralised booking system to manage Technical Support bookings for both pre-booked and walk-in customers for their 33 store branches. The current system lacked pre-booking functionality based on staff availability, leading to inefficient scheduling, miscommunications with scheduled appointments, and increased customer waiting times in-store. 

Key Challenges 

• Queue Management: The current system did not consider existing bookings, resulting in customers still needing to wait in line upon arrival in-store. 
• Resource Allocation: The current system did not consider staff availability/unavailability for appointment bookings (e.g., shifted hours or lunch breaks), resulting in miscommunications, inefficient resource planning, and increased waiting times for in-store customers.
• Reporting: The lack of reporting functionalities with the current system limited the ability to allocate resources accordingly, compounding the negative effects of the points mentioned above. 
• User Adoption: Ensuring that the various user groups have the necessary tools, skills, and support to successfully adopt the new technology. 

By running a pilot implementation of Zoho Bookings across 3 of their store branches, the client saw the benefits of Zoho Bookings in addressing the issues with their current system. However, proceeding with the rollout independently posed some significant challenges:

• Building on the Existing Configuration: Ensuring that the existing configuration aligns with Zoho's best practices. Scalable configuration which allows for the management of 33 stores (Workspaces), 140+ services, and 200+ staff members from a single Organisational Portal.
• User Management and Onboarding: A migration from Google Workspace to Microsoft Azure for user management and Single SignOn (SSO). Transitioning existing users, and onboarding new users onto the system. Automation and streamlining of user assignment to Bookings. 

Prior to setting up the structure for the implementation, we hosted an in-person workshop to determine the details of the business context, understand the issues with the current system, and highlight the various touchpoints and decisions that needed to be made. Through this, we were able to clearly define the output of this implementation: a scalable solution to roll out Zoho Bookings to their remaining 30 stores, ensuring proper adoption by their support technicians. 

In addition, the nature of this project highlighted the need for a focus on Success Management to ensure that this system is properly adopted by the end users. By paying special attention to the key challenges highlighted and guided by our internal Success Methodology, we developed a strategy to facilitate user training, onboarding, and rollout of Zoho Bookings for the client. 

These activities culminated in the development of a detailed project plan, which was discussed with the client to ensure their alignment and buy-in before proceeding with the implementation.

Zoho Bookings Configuration 

We advised on the appropriate strategy to assign staff to services, set working hours, and manage unavailability, allowing the client to maximise the benefits of Zoho Booking's dynamic booking system. This creates a seamless process for customers, reducing their waiting times and enhancing their overall experience. 

Managing 36 workspaces and over 140 services within one organisational portal can be daunting as there is a high risk of the system becoming cluttered, making it difficult to manage. By ensuring consistency in the configurations, naming conventions, and layout, we were able to provide a scalable solution and mitigate these risks as far as possible. 

The native reporting features available in Bookings allowed for improved reporting on the bookings made. If required, the client has the ability to achieve more advanced reporting through .csv exports or using the available Zoho Bookings APIs. This empowers the client to use data to make informed decisions and address their existing issues with resource allocation. 

Zoho Directory for User Management 

To manage the onboarding of 200+ staff members, a smooth process for user onboarding was required. Configuring Zoho Directory and linking it to the client's existing Microsoft Azure instance was the key intermediary step in providing users access to Zoho Bookings and allowing them to sign in using Azure SSO. 

Creating and syncing specific user groups allowed us to effectively manage the transition from Google Workspace to Microsoft Azure with minimal effect on the existing users, and then replicate the process for the remaining regional rollout groups. In addition, by following a methodical approach and staggering the user onboarding, we could troubleshoot and resolve issues immediately. 

The solution largely automated a previously manual process which not only streamlined their user management and onboarding but also brought the client closer to achieving their long-term technology strategy goal of managing all their organisational users using Microsoft Azure. 

The client already had well-established training processes in place. Our Success Management solution needed to integrate well into their existing processes. 

The combination of custom training content including specific scenarios tailored to each user group, the easy-to-follow format of the content, and the sharing of content via the client's existing LMS all enhanced the probability of a successful adoption of Zoho Bookings for their teams

Zoho Bookings has transformed the client's Technical Support appointment booking system. After enrolling over 200+ staff members in the Zoho Bookings training courses on their internal LMS, they equipped their teams with the necessary skills to use the app successfully in their store branches. 

During their first month using Bookings, over 2400 bookings were made via the app. One of the regional managers noted that there has been much positive feedback from the technicians in-store. By having the freedom to choose an appointment time convenient to them, customers no longer have to wait in line to receive the support they require. The full benefits of more efficient scheduling, improved communication between staff, and improved customer satisfaction will be seen over time.