plan the work
The window you promised, kept.
Book, confirm and reschedule customer appointment windows, and keep the customer informed when they move.
what it does
What Appointments does
An appointment is a promise to somebody who has taken time off work. Most of the cost of a missed window is not the revisit; it is the phone call that comes before it.
Appointments are held against the work order, so when the schedule shifts, the commitment to the customer shifts with it rather than being remembered separately.
Rescheduling is treated as a normal event rather than an exception, because in field service it is one.
- Book and confirm customer time windows
- Reschedule without losing the link to the job
- Keep the customer informed when a window moves
- Windows respected by the scheduling engine
how it works
Four steps, and none of them are magic.
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offer
Windows come from real capacity
The windows a customer is offered are ones you can actually staff, based on the schedule, the skills the job needs and the travel it implies, not a generic calendar.
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confirm
The customer picks and it holds
Confirmation writes the appointment into the schedule and reserves the slot, so two coordinators cannot promise the same window.
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remind
Reminders go out before the visit
Ahead of the appointment and again when the technician is on the way, with the window and who is coming.
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change
Rescheduling is handled, not absorbed
When either side moves a visit the schedule, the customer and the technician all get the new time, and the reason is recorded against the job.
data and integration
What it reads, what it writes, what it sits beside.
Nothing here is a separate database. Appointments works off the same work order, customer and asset records as everything else, which is the whole reason the modules are worth running together.
reads
Schedule capacity, job duration and skill requirements, customer contact preferences.
writes
Confirmed appointments into the schedule and the work order; notifications to the customer.
alongside
Email and SMS delivery, and your customer portal if you run one.
questions we actually get
Before you ask us on the call.
Yes, within the windows you allow. Most operators open self-service for routine work and keep emergency and complex jobs with a coordinator.
Both, per customer. Site contacts on industrial sites often want email for the record and SMS on the day.
Appointments are stored against the site's zone and shown to each person in theirs, which matters when a coordinator in one region books work in another.
It reduces them. Reminders and an accurate arrival window help; nothing in software makes a site contact be there. What it does reliably is record that the visit was attempted, which matters for billing.
elsewhere in the platform
Other capabilities
further reading