SmartBox provides moving and storage solutions to customers through franchise locations across the United States. When they needed to improve and simplify scheduling tools used across their franchisees, they came to Shockoe for support. With the new enhancements, SmartBox is able to confidently schedule moving and storage boxes for their customers without the risk of overbooking, and reducing rework for their employees.
01
APPROACH
Smartbox and Shockoe worked closely to assess the current scheduling process, identifying areas for opportunity before moving into product development.
STEP 1
Define business goals, customer needs, and digital execution plans
STEP 2
Creating intuitive, on-brand solutions, focusing on quality and scalability
STEP 3
Supporting launch and maintenance across devices and platforms
02
IMPACT
The vast majority of appointments for moving & storage box deliveries were scheduled through customer calls directly to the SmartBox Call Center. Without appropriate appointment technology, the franchises were often overbooking or unaware of true capacity until they were able to review daily details at the end of the day. This led to unsatisfied customers who were either unable to receive service when they wanted, or the franchise running out moving of equipment due to improper appointment booking.
Shockoe enhanced the existing web application to enable a franchise to manage capacity per day with specific constraints for different appointment types. When an agent is booking an appointment they are able to see which days have capacity for the specific appointment type to meet the customer, and the franchises, needs. For improved transparency, a franchise is able to set up notifications via text and email for alerts when an appointment is created or rescheduled.
03
EXPERIENCE
This survey is designed to help heritage and iconic brand leaders objectively assess their current level of digital maturity and readiness for developing mobile apps and immersive experiences.