Avoid Missed Client Appointments with Apptoto

If your clients are anything like mine they often forget their appointments. Sometimes they’ll blame us for recording incorrect information. Other times they’ll just forget to write it down or check their calendar. No-shows or “sites not ready” cost us all money. Apptoto is a cost-effective solution for computer repair businesses to prevent missed appointments.

How it Works

Apptoto is a web-based service that reads your Google Calendar or your Outlook 2007 (with plug-in). Once you put the appointment on your calendar, Apptoto automatically reads key information like date, time, email addresses and phone numbers. Beyond those basics you can add fields like location and the name of the calendar. You can also add key custom fields. For example, I have a REMINDER field that tells clients to bring a power cord to the appointment if they have a laptop.

I’ve got many technicians on my team and Apptoto can read all the calendars directly from Google. We name the calendars based on the technician doing the service, so Apptoto reminds the client of the technician’s name. Here’s an example of the customized email reminder we send out.

“Subject:
Service call Reminder: DoctorDave Computer Repair {DAYANDTIME} at {LOCATION}
Message:

Hi {NAME},

This is a reminder for your appointment with DoctorDave Computer Repair {DAYANDTIME} with {TECHNICIAN} at {LOCATION}.

{REMINDER}”

At the end of the email is instructions how to confirm, cancel or reschedule as well as our contact information and cancellation policy.

The phone message and SMS reminds them of the date and time and asks they confirm the appointment.

Reminder Options

Once you have your appointment in the system, Apptoto can remind clients by email, phone, SMS. You can record your voice on the phone reminders or let Apptoto use its computer generated voice. Older clients sometimes have trouble understanding the message, but I’ve had no problems. Phone calls show your caller id information.

Apptoto lets you specify how far in advance the reminders go out and at which times. I’ve got it set to remind clients by email one day before an appointment. Reminders go out between 9am and 8pm. If they don’t respond, they get a phone call and an SMS reminder four hours in advance. They can confirm, cancel or request rescheduling. If a client contacts you before the Apptoto reminders go out, you can cancel the reminders. You can also tell Apptoto not to remind certain clients. That’s handy if it’s a standing appointment or you don’t have to worry if the client will show up.

Pricing

If you use the pay-as-you-go plan, reminders are 25 cents each. Reminders are based on individual appointments, so if you use phone, email, and SMS they only count as one reminder. Most technicians will pick a monthly plan starting at 60 reminders for $9.99.

Support

I’ve been a customer of the system for a year and the owner, Frank, has always been responsive. Usually I get a response within 24 hours if not sooner. The system is easy to use, but I’ve had a few glitches at the beginning due to some ignorance on my part

Client Reaction

Clients love this system. They say it’s just like their doctor’s office. They’re used to these types of systems and appreciate the reminders. Not only do we remind them of the appointment, but we confirm key information about the call. If they don’t show up to the appointment, it’s easier to bill them for a missed appointment. We’ve document they confirmed and agreed to our policies. Emergencies happen with clients, but we’ve eliminated most missed appointments using this system.

One interesting side-effect of this reminder system is that when clients have follow-up questions, they’ll respond to the email confirmation. We’re already in their inbox, so why not? It’s a great way of reminding them that your company is their computer repair provider.

Final Opinion

Clients who don’t show for their appointments cost computer repair companies not just money, but the relationship with the client. Implementing a system like Apptoto keeps your technicians busy and billable.

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Written by Dave Greenbaum