Getting Started with Appointments
As you start working with Appointments in Brickwork, you will need to make a number of decisions about the types of appointments you offer, the way these appointments are booked, and the scheduling and capacity for these appointments.
This is an example checklist of some of the items you will consider. Your Customer Success representative and implementation specialist will itemize the decisions and choices you need to make for your Brickwork implementation. If you have any questions about this process, you can also reach out to firstname.lastname@example.org.
Important Items to Decide
Here are some of the decisions you will need to make about Appointments in Brickwork.
- Determine appointment types - What appointments/services will you offer at stores? This should be a complete list of all appointments that you might offer at any store.
- Determine booking model -
- Require associate and choose associate: This means that an associate must be available at the time requested and that the user selects the associate themselves.
- Require associate but random assignment: An associate must still be available at the requested time, but assignment is done randomly.
- Book with store: No associate selection is made, and the request will come into the store for assignment to an associate. In this case, associate schedules are not required.
- Determine capacity model - Depending on how you want to handle appointment assignment, you can set capacity for each appointment type in one of three ways
- Fixed: A set number of concurrent appointments, either at the store level or by appointment type.
- Dynamic: Availability is based on openings in associate schedules.
- Determine confirmation model - There is the option to either automatically or manually confirm appointments. Appointment notifications are sent directly to store managers or associates via email and are available in the Brickwork admin. NOTE: If appointments are manually confirmed, customers will receive an email notification that they have requested an appointment after making a booking.
- Determine required lead time - This is the minimum amount of lead time required to book an appointment (i.e. A client may not be able to book an appointment with less than 3 hours of lead time).
- Determine store-service specific instructions - You may, if desired, include custom email copy to be sent to the customer in appointment emails. This copy can be specific to the appointment type and store selected. For example, someone coming for a stylist appointment at the downtown store may be instructed to go to the 2nd floor of that particular store, or ask for a specific employee by name.
- Determine appointment questions - For each appointment type, you may optionally ask different questions of the client who is booking. The goal is to better understand what the customer is looking for and to better prepare the associate to deliver the best possible experience. You can create these questions in the Brickwork admin.
- Determine in-store process - You will need to take into consideration the in-store process for handling appointments and services.
- Confirming Appointments
- Associate Assignment
- Appointment Preparation (Lead Time)
- Greeting Customers
- Logging Appointments & Notes
- Logging Purchases
- Employee Scheduling
- Determine walk-in process - Will you use the Brickwork tool to log walk-in appointments? If so, will you want to create a specific walk-in appointment type for this?
- Determine where on your site appointments will be promoted - Where will you include the Book an Appointment button? Will this be on store pages only? Elsewhere on the site? A specific landing page to promote the new feature?
- Discuss translations and localization - "Translations" are available for most aspects of the Brickwork software platform. For example, the text normally displayed as "Book an Appointment" by default could be changed to "Reserve a Dressing Room".
Additionally, Brickwork supports localization in several difference languages.
- Determine Manager and Associate training - Brickwork Software offers in-person or online training to ensure all users understand the appointment workflow (from scheduling to confirmation to check-in).
- Discuss marketing of appointment booking
- Begin QA in UAT - Review all steps of the appointment modal to ensure it has been built to spec. This process will be explained in more detail during the implementation process by your Customer Success Manager at Brickwork Software.