Appointment Assistant is an integrated customer experience platform that efficiently connects customers with field resources to drive high levels of customer and technician satisfaction.

IFS Appointment Assistant efficiently connects customers and field resources to improve customer experience and drive technician satisfaction.

Appointment Assistant provides real-time service visit updates to customers, including expected time of arrival, appointment details and the ability to reschedule, reducing calls into the contact center and significantly improving customer experience.

Appointment Assistant is provided as a software-as-a-service (SaaS) add-on to IFS Planning, Scheduling and Optimization (PSO), with a pre-configured integration that means customers always receive the latest information about their appointment.

• Appointment Rebooking & Cancellation: Provides the end-customer with the ability to reschedule or cancel their appointment directly from the Appointment Assistant web app. For rebooking, the AA web app displays a list of available slots from which the end-user can select on a week-by-week basis. Based on the configuration, an icon can be displayed to nudge users to select a slot preferable to the organization (concerning scheduling/resource optimization).
• Marketing/Communications: Displays targeted banners to customers on the AA web app, which can be used for conveying marketing or other information. Campaigns are created and managed through the AA web portal. Each campaign consists of a name, image, and click-through URL and is optionally associated with one or more categories.
• The organization is responsible for applying one or more categories against an appointment in an agreed user-defined field in FSM or PSO.. When an end-customer views the AA web app, they will be presented with an appropriate campaign based on the categories against the appointment. Where there are no categories, a default campaign will be displayed, and where there are multiple appropriate campaigns, a random one will be chosen.
• Internal Usage (“See what the customer sees”): A feature of the AA web portal which allows users internal to the organization (such as contact center staff) to see the same Appointment Assistant page that the end customer sees. The AA page is displayed for a given appointment by entering its appointment number and dataset.