SmartBox
Scheduling Optimization Tool
Book only what you can deliver.
The challenge
SmartBox, part of SIRVA, provides moving and storage solutions to customers through franchise locations across the United States. Most appointments for moving and storage box deliveries came from customers calling the SmartBox call center.
Without appointment technology, franchises were often overbooked, or unaware of their true capacity until they reviewed the day's details at the end of the day. Customers could not get service when they wanted it, or a franchise ran out of moving equipment because of improper booking.
The build
SmartBox and Shockoe first worked closely to assess the current scheduling process and find opportunities before moving into development. Shockoe then enhanced the existing web application so a franchise can manage capacity per day, with specific limits for different appointment types.
When an agent books an appointment, they see which days have capacity for the type of appointment the customer and the franchise need. For transparency, a franchise can set up text and email alerts for when an appointment is created or rescheduled.
Shockoe has supported the SmartBox platform since launch, including payment and authentication integrations, server upgrades, and ongoing maintenance.
The result
SmartBox can confidently schedule moving and storage boxes for its customers without the risk of overbooking, and its employees have less rework.
Project images
Questions about this project
What does the scheduling tool do?
It lets a franchise manage capacity by day, with separate limits for each appointment type. When an agent books an appointment, they can see which days have capacity for that type of appointment.
Who uses it?
Call center agents who book moving and storage box deliveries, and the franchise locations that fulfill them.
How do franchises find out about new bookings?
A franchise can set up text and email notifications that alert it when an appointment is created or rescheduled.
Why did overbooking happen before?
Most appointments were booked by phone through the call center, without appointment technology that showed true capacity. Franchises often only saw the day's details at the end of the day, after they had overbooked.
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