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Can I manage a Service Center in Outlook?

Scheduling appointments for customers and employees

Be it for vacation, attendance or operational planning, in order to create an efficient overview internally, you need a solid foundation that makes all of this possible. Especially in service centers, which act as gateway between employees and customers and ensure smooth organizational and planning processes. Unfortunately, there are often difficulties that make this much more complicated than necessary:

  • What can you do to make calendar changes easier for others to see and organize?
  • How can I guarantee that those affected will be informed of changes via email every time?
  • Can I move appointments between people using drag and drop?

Flexibility and planning

If a customer calls the service center and wants to communicate with their personal advisor to reschedule or cancel an appointment, the customer should not have to call again – even if their personal advisor is currently out of the office or sick, for example. In this scenario, if the customer’s concern cannot be resolved immediately, it is often due to one of the usual problems or attempts to solve them. Often the concern is first noted down, the advisor is notified, new times are coordinated and calls or texts are made back and forth. If something changes within this planning, new calls are made, new emails are written for updates and a huge amount of time passes. It would be much simpler to be able to view the free times of those affected within a single calendar, to simply drag and drop appointments (with permission) and to be notified automatically – without any further manual work that requires time.

Raiffeisenkasse Bruneck and service centers

Raiffeisenkasse Bruneck has been using OnTime for Domino since 2010 and has decided to continue the journey together during and after the migration to Microsoft 365. The exemplary use of OnTime in the Raiffeisenkasse Bruneck has led to a large number of Raiffeisen banks in South Tyrol now using OnTime. The opportunities that OnTime offers to Raiffeisenkasse Bruneck have increased efficiency, transparency and general well-being for customers and employees and have ensured that dozens of other Raiffeisen banks have now adopted the Raiffeisenkasse Bruneck system for their customer centers and are now successfully using it. You can read the Raiffeisenkasse Bruneck success story here.

The All-in-One Solution

Resource employee time is a valuable asset and OnTime helps to use it carefully. The goal is to allow the HR department to do exactly that. OnTime makes this possible by focusing on access levels. This not only helps manage and monitor calendar data, but also optimizes collaboration within the organization through the ability to create or activate automatic replies on behalf of others if, for example, someone is absent due to illness. OnTime ensures internal planning remains clear at all times by sending an email with the details of the change to the person concerned whenever there is a change in scheduling for colleagues. This improves the efficiency of calendar management and ensures traceability.

OnTime group calendar works effectively in Exchange OnPrem or Exchange Online, as well as in any combination. OnTime overcomes the limits of IT systems for you!

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