With the intent to increase business volumes and provide a better service experience, Logix first developed an in-house solution for members who wanted to schedule an appointment to open an account, apply for a loan, or meet with an investment advisor at one of its branch locations. Members would complete a form online requesting an appointment for a certain day and time.
Then the information was manually handed off to the requested branch for scheduling, and a branch employee would contact the member to confirm the appointment. However, the in-house solution did not provide information to the member on what time staff was available for an appointment and at what location. Logix found they were not getting back to members to confirm their appointment until 24 hours after the appointment was requested, and in many cases, was not able to accommodate the member’s request for a specific date and time because it was not available. In those cases, members had to schedule an appointment for another day.