Scheduling on behalf of the Customer

If your existing workflow involves making a preliminary phone call with prospects or customers, the coordinator making the call can use ScheduleOnce to schedule the session on behalf of the customer. On the call, the coordinator asks the customer for their preferred time and then uses the ScheduleOnce Find by time feature to identify the most appropriate representative and set up the appointment.

There are two methods to schedule on behalf of the customer:

  1. The simplest way to schedule on behalf of customers is with our Salesforce scheduling button. With our Salesforce integration, it is possible to add a Schedule button to all CRM contacts. When the coordinator clicks the button, ScheduleOnce uses the contact’s record to identify the customer -- the coordinator does not need to fill in the customer’s information. The Booking form is skipped, with the coordinator simply needing to select a time and a team member to finalize the appointment. The booking is then automatically created in all parties’ calendars and added to the contact’s CRM record. Learn more
  2. Alternatively, the coordinator making the call can manually fill out the Booking form as though they were the customer themselves. Essentially, someone booking on the customer's behalf will fill out the Booking form as though they were the customer, with the "Your name" field being filled in with the customer's name, the "Your email" field being filled in with the customer's email address, and so on. The coordinator will then figure out a time that works best for the customer based on the times shown on the relevant Booking page. The coordinator making the call does not require a User license. The account holder, who does have a User license, simply needs to send the coordinator the link for the relevant Booking page(s) or Master page(s) configured in the account. 

For instance, in the example below, John works in an organization in which the onboarding process requires a preliminary phone call with the customer. John has been assigned to Annette, who is a new customer. John calls Annette and asks her for her preferred time. She asks for 3:30 PM on Tuesday, June 6th and he confirms this time is available. He selects this time, and then asks her to provide the relevant information. John then inputs this information on the Booking form.  

After he clicks Done, the appointment is set. Annette will receive confirmation by email and/or SMS of her booking. The person providing the meeting (someone different from John) is a User in the ScheduleOnce account and will also receive notifications. 

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