For many years, Sebastian had been using a cash register system that also allowed him to manage his client details. However, the system could not support him in all salon matters. For example, the appointment scheduling system at HEADS Coiffure was still filled out by hand, and that meant that it took a while before an appointment was entered. It also took more time to manage if appointments were moved or cancelled.
“My staff had to write the calendar in advance every month – it was not a popular task. It was also difficult to recognize the time slots, and it always took a long time to find appointments if clients wanted to change them –particularly if it wasn’t your own client.”
Cancellations and latecomers also posed problems for Sebastian’s team. When customers arrived late, the daily schedule in the salon was disrupted and other clients had to wait longer than necessary for their appointments.
Another problem was that e-mail correspondence at HEADS Coiffure was very awkward. It took a long time to arrange appointments via e-mail because suggested time slots were often already taken by the time the client answered the mail. Then they had to start all over again.
Sebastian knew that his salon could not deal with these circumstances in the long term. He wanted his clients to feel comfortable and relaxed and that should start from the moment they book their online appointment booking.
| Handwritten appointment calendar
| Latecomers and cancellations
| Time-consuming e-mail correspondence
| Unclear appointment management