Successware BookIt is an online appointment scheduling tool for your business. It's a premium add-on for Successware that allows your customers to schedule appointments directly from your website, without having to pick up the phone.
Successware BookIt talks directly with our Time Slot Capacity Management feature, making appointment scheduling effortless for both your customer, schedulers, and dispatchers. The booking widget can be put onto your company website or marketing materials as a button or QR code and personalized to fit your business needs and brand style.
Setup in Successware
Before setting up the Successware BookIt add-on, there are three setup items that need to be completed.
1. Setup the Time Slot Capacity Manager.
2. Set permissions to access Successware BookIt admin page.
3. Activate Successware BookIt from the Add-on Manager.
Time Slot Capacity Management Setup
Before we setup the booking widget, you will need to setup the Time Slot Capacity Management in Successware. This will allow you to define the types of work that can be setup through the BookIt widget and determine if you are full for a specific time for a specific day.
Access Time Slot Capacity Management
You can find the Time Slot Capacity Manager under the Management Group in the Successware Main Menu.
Configuration
The first step in configuring the Time Slots feature is to determine the overall settings.
1. Choose how your Time Slots will work for different days of the week.
2. Choose how appointments in these time slots will be counted.
3. Choose from other options such as "Allow Overbooking by default" and "Manage Time Slots on Saturdays".
4. Click the "Save & Next" button.
Time Slot Capacity Groups
Next you will need to create and setup your Time Slot Groups based on your Active Job classes.
1. First, we will need to setup the Time Slot Groups. Click the New Group button and type in a name for the group. Repeat this process until all your desired groups are made.
2. Once you have your Time Slot Groups set up:
a. With the desired Time Slot Group selected choose an Active Job Class from the left-hand Menu.
b. Click the > button to move these selections to Time Slot Group.
c. Repeat to complete setting up your Time Slots.
d. Click the "Save & Next" button.
Default Slots
After the groups are created, we will need to create default Time Slots for each of your Time Slot groups. These will be used later to make the Time Slots for individual days.
Note: These are default time slots only meaning that editing these will not change any already created time slots. Also, you can change the times later to be different on a day-by-day basis.
You will create a default slot for each group by:
1. Select a line item with a Group and Day.
2. Enter a Start time, End time, and the Length each time each slot should encompass. In the example below, the earliest appointments are available at 6:00 am, and the latest an appointment ends at 6:00 pm. The day is broken up into two-hour segments.
3. Specify how many assignments are allowed in each time period, and check the box if overbooking is allowed by default.
4. Click Save.
5. If you would like to add more default timeslots for other groups, or other days for the same group, click the, "< Back" link on the left side of the page.
If you click the "Back" button in the bottom right corner, the system will bring you back to the "Time Slot Capacity Group" tab.
6. If you're ready to add these time slots to your calendar, and allow customers to select them, click the "Save & Next" button.
Create Daily Slots
With the default slots created, you will need to create the Time Slots for the next several days.
1. In the top left corner of the page, select a Group from the drop-down. The calendar will show the dates that have already been setup for that group in green. In the example below, a few Daily Slots have been created for the Installation group.
2. Select a Date range to create the Time Slots through.
2. Click the Create button in the top right corner. The Time Slots will be created for those days, and they will change to green.
3. You can then modify an individual date’s Time Slots by clicking on the date.
From there you can:
- Edit an existing Time Slot Max Assignments or overbooking option by clicking the Edit link and updating the time slot.
- You can remove a Time Slot by clicking the Delete button.
- Click Save if you make any changes to a day's time slot.
4. Choose other Groups from the drop-down in the top left corner of the page to allow your customers to select those options as well.
User Permission Setup
To be able to access the Successware BookIt admin site, you will need to first setup permissions.
1. From the Main Menu, select Setup and click User Management.
2. Select the User Roles tab.
2. Select Edit next to your User Role or create a new Role by selecting the "Add User Roles" button.
3. Select the Setup tab.
4. Make sure the "BookIt Setup ( Setup ) box is checked.
5. Click the Save button.
Setting up the Booking Widget Admin Portal
When you setup the Successware BookIt add-on, you will need to set it up through the Add-On Manager.
1. From the Successware Main Menu, select Setup and click Add-On Manager.
2. Click the "Browse Add-Ons" tab at the top of the screen.
3. Click the "+ Add Item" button next to Successware BookIt.
4. This will bring you to the Add-On Wizard. The first page describes what BookIt can do.
5. Click the Next button in the bottom right corner.
6. You will either see a Success message, indicating that you can continue, or a Failure message, indicating that you have not signed up for BookIt yet. BookIt is a premium feature for Successware. Please contact our Support team if you would like to purchase this feature. Our Support team can be reached at:
- 888-251-7727
- support@successware.com
7. Once you advance to the "Custom Settings Successware BookIt" step, click the Enable Successware BookIt link.
8. Once you've clicked the link, you will see a Success message in green.
9. Click the Previous button to return to the Add-On Manager. To confirm that Successware BookIt was enabled, go to the "My Add-Ons" tab. You should now see Successware BookIt under that tab.
Creating your Booking Widget
Settings
1. From the Main Menu, select Setup and click BookIt Setup.
2. You will be taken to the Successware BookIt Setup page.
3. To get started, click the Settings button in the top left corner.
4. In order to use the BookIt widget, you'll need to add in your Terms & Conditions. The terms can be as elaborate or as basic as needed. If you have any Terms & Conditions for your website, you can use those here. Alternately, you can write a sentence or two, and use them in both the Compact and Full Terms & Conditions fields. As an example, you could use, "By using our online scheduling option, you consent to being contacted by our company to follow up on your request."
5. Click the Save button in the bottom right corner.
Widget Setup - Part 1
1. To create your widget, click the "+ New widget" button in the top left corner.
2. Add a name for the widget in the "Name This Widget" field.
3. Add in your Google Analytics Property ID if you wish to track how many users visit the page where the widget will be hosted.
4. Add in the other required information, such as your phone number, email address, and company website.
5. Add in your company's logo. This field will only be editable if you uncheck the "Use existing business settings" checkbox. The following image formats are accepted for logos:
• .JPG
• .PNG
6. Fill out the Service section with the services you wish to offer through the booking widget. The Services must be setup in the Reference Library as Service Types. The Reference Library section below details how and where to add in these Service Types.
Reference Library
Before a Job Class can be added to the booking widget, it must be added to the Reference Library as a Service Type.
1. To access the Reference Library, click the link in the Service section of the Create Booking Widget page, or from the Main Menu, select Setup and click Reference Library.
2. To populate the Service section of the Create Booking Widget page, you will need to add in your Job Classes as Service Types. To do so, click on the Customer Service section, and select the Service Types option.
3. Click the "+ Add Service Types" button in the top right corner.
4. Add in the Service Type, and Alias fields. The Alias is what will be shown to the customer when they use the booking widget.
5. Make sure the Active checkbox has been checked, and the Job Class is specified.
6. We recommend adding in an Alias for each of the Job Types as well. Navigate to the Job/Call Types option and add in Aliases as needed to help ensure your customers will understand what they are selecting.
Note: If no Alias is listed, the customers will only see the Job Type code, which may not be easy for the customers to understand. Please make sure to add in an Alias for each Job Type that you would like customers to select.
Automatic Lead Source and Lead Source Type Creation
When Bookit is enabled, it will automatically create a Lead Source Type of "Internet" and a Lead Source of "Bookit".
Note: Do not edit or delete the "Internet" Lead Source Type or the "Bookit" Lead Source. These are both needed for Bookit to function properly.
The image below shows the Lead Source of Internet that is automatically created.
The image below shows the Lead Source Type of Bookit that is automatically created.
Widget Setup - Part 2
1. If you added in Service Types or Aliases into the Reference Library, you can now go back to the Create Booking Widget page by going to: Main Menu -> Setup -> BookIt Setup -> Create Booking Widget page.
2. In the Service section, select the services you want to make available from the booking widget, and click the Update button.
3. Once you have added all of the Service Types that you would like in the booking widget, click the Create Widget button in the bottom right corner of the page.
Editing or Deleting a Booking Widget
You can edit or delete a booking widget using the pencil or trashcan icons.
If you make any changes, you must make sure to click Update Widget and then refresh your website that contains the widget to see the effects of the change.
Obtaining the HTML Widget Code
After you create the widget, you will be brought back to the BookIt Setup main page. A notification will alert you that the widget was created successfully.
In order to get the code for the booking widget, click on the PDF icon in the top right corner of the widget. Once you click the PDF icon, it will give you a URL that you can add to your website. The URL should be added to a button or image that will take users to the booking widget.
Customer Booking Process
Entering the Job Details
First your customers will be asked about their desired type of service.
1. Your customers will access the booking link embedded on your company’s webpage.
2. Once they click on the booking link, they will be directed to the first step in the booking process and allow them to:
a. Choose a Service Type.
b. Choose a type of visit.
c. Choose their situation.
d. Add any additional comments about the job.
3. The customer then clicks the Next button to move to the next step.
Searching for their Account
After selecting the service that they need, your customer will search for their account.
1. Your customer will then be asked to provide some identifying information to determine if they are an existing customer.
2. Your customer then clicks the Next button to move to the next step.
3. If the system cannot find your customer, they will be prompted that their account cannot be found and asked to make a new account.
Creating a New Customer (if necessary)
If your customer does not exist in the system currently, they will be asked to add themselves as a customer.
1. They will need to fill out their contact information.
2. They will then click Register.
Confirming the Service Location
Once the customer confirms their account, they will be able to confirm where the service is going to take place.
1. The customer will then be presented with location information.
2. If there is more than one matching location the customer can select the correct record.
3. If no record is found then the customer can add a new address.
4. Once this is completed the customer clicks the Next butting to move to the next step.
Choosing a Date and Time Slot
Your customer will be asked to select a Date and a Time Slot that they would like the service. The available times are determined by the Time Slots and which ones are or are not full.
1. The customer will first select an available date.
2. Then they will be asked to select an available time. These options are presented to the customer based on how these are configured in Successware.
Confirm Contact Information
The customer will be asked to confirm the best information to reach them and who should be requested. This allows one customer to have you ask for a different customer. For example, a landlord could have you contact the tenant if you need to contact them on the day of the service.
1. The customer can then enter their preferred contact information including Name, Email Address and phone number.
2. They will click confirm.
Appointment is Sent to Dispatch in Successware
Once the service request has been confirmed, you will be able to see the assignment on the dispatch board.
Looking for a more interactive course on BookIt? Check out our Learning Management System (LMS)! Our courses are available to all Successware users. If you don't have a sign-in for our LMS, contact us at training@successware.com for a free account.