Online appointment scheduling is an application is an application enabling the user to schedule an appointment for selected services.

Application is addressed both to

internal workshop employees like i.e. call center workers scheduling the appointment for the customer
end-users wanting to schedule the appointment for themselves.

Business Context

The customer is integrated into the planning process by easy access to the Online Appointment Scheduling tool. In the Online Appointment Scheduling tool the customer is easy guided to create an appointment

With the user account in the Online Appointment Scheduling it is simple to manage the own vehicles.

Appointments can be managed in the To-Do Basket of the Appointment Scheduling Tool. Here appointments not completed yet or open can be tracked and controlled by the back office. If a customer cancels an appointment a status will be set instead of deleting the appointment. By that all information for reporting and history are available. The relevant work can be defined as a Job Catalogue and easily selected by the customer.

The Application always creates a Service Resource Scheduling Order. In case of an appointment a Service Resource Scheduling Order with order type APPT is created.

Solution Overview

Solution overview

“Online Appointment Scheduling Process” overview:

Planning overview Online Appointment Scheduling

Step 1 – Vehicle Data: Customer types in vehicle information. If the customer has an account the vehicle can be selected after log in. The customer can create an account by registering in the appointment scheduling application. The customer will be guided through the process

Step 2 – Service: In the next Step the customer selects the relevant services. The Services are defined via the “Job Catalogue” and can be maintained in the back end system. In this Job Catalogue the estimated time for a specific work is defined.

Step 3 – Location: After selecting the service the customer selects the relevant service station / dealer site. It is possible to choose more than one service station / dealer site.

Step 4 – Date: The Customer selects now the preferred time (Time range) or date (as soon as possible or specific date). This time range is maintained in the backend. Matching Appointments are calculated in the back end and displayed to the customer.

Step 5 – Customer data: After selecting the suitable appointment the customer must enter the address data. This is necessary in case the customer is not logged in with his account (or the first time).

Step 6 – Confirmation: Checking the data filled in and creating an appointment. The customer gets an Email with all relevant information and a ics-File to

Below will be described basic master data and functionalities for Online Appointment Scheduling:

Appointment Scheduling- Master Data

Functionalities- OAS

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