Progressive Web APP notification advocacy Online and QR based smart form submission Email, CHAT and TEXT QR based appointment booking Bespoke Smart Brochure interaction EXAMPLE Video interaction via Smart brochure and window QR
How can Estate Agents make the most of each touch point? Speed is critical.
The probability of reaching an online lead goes down the longer you wait with a follow-up email, call or chat reply.
The Millennials insist on absolute immediacy on their Smartphone and the killer is that whatever platform they touched, they expect you to have a record!
Your Smart Brochure, Smart form pages, Company email, telephone calls and texts, QR links, Chat room, and Progressive Web APP have to be joined into teams within a CRM
The rule for the Smartphone user now is a maximum of 10 minutes on any medium, or they drop you like a stone.
Get it right and Smartphone advocacy on social media goes through the roof.
Within the first 10 minutes of inquiry — 98% chance of reaching them
Contact 4 hours later — 95% chance of reaching them
Contact 8 hours later — 92% chance of reaching them
Contact 12 hours later –80% chance of reaching them
Contact 24 hours later — 60% chance of reaching them
Contact 48 hours later — 5% chance of reaching them
This is why it’s critical that sales people get immediate notifications about hot leads and that follow up is relevant and automated.
Depending on the stage of where the buyer is in the purchase cycle, personalisation is important.
I decided to start writing a lot more about my life, my job and my office.
I’m a 32 year old medical secretary from Long beach New York, originally from London England, married to a baker and our household is awake at 4 am every morning!
I finish at 5 pm, so quite a long day, but my husband is home by 2 pm.
Our time apart is a good time for me to write, so here goes
Becoming a medical administrative assistant was a challenging position with significant responsibilities, but my degree leant itself to this kind of job and the salary is excellent.
Although my job isn’t medical or overly patient-facing it doesn’t mean it isn’t one that requires a significant amount of dedication!
The responsibilities of being a medical administrator are rewarded with above average pay, and there is a reason for that!
I have identified some touchpoints I would like to share and I wonder how many other people have similar problems in their office environment ?
Dealing With Difficult Personalities
Communicating with patients very often means dealing with scared, confused, and angry people and the Consultants and doctors themselves can be very demanding in their own right!
A Heavy Workload because of a lack of joined up thinking !
Running a healthcare facility comes with a lot of paperwork and there is my gripe, thats the nub, that’s the rub, this is my complaint.
In a world of wireless internet and smartphones, I fail to understand why its all so complex and why the Printer still seems to be the shrine.
It’s like the kitchen space in a house where everybody congregates next to the coffee machine.
I have inherited a mish mash of paper written doctors notes, a central management system that was commissioned in 2004, files galore and paper doesn’t talk to computers !
It’s not joined up and feels cobbled together rather than strategically compiled.
Why is this a problem when ostensibly, we allegedly have a paperless office.
There seems to be a trust problem, as if “if its not written down it might be lost” culture
The paperwork is an important part of my job to keep the gears turning behind the scenes, enabling everyone else to do their job professionally.
But my day is impeded by file chasing and haulage !
Dealing With a Lack of Physical Activity
As with most clerical roles, working medical administrative assistant is mostly a desk job.
While there is nothing wrong with working at a desk, most of us do it, being entirely desk-bound can have a negative effect on your health.
If you’re proactive enough to fit in the right kind of exercise to stave off the problems associated with office work, thats ok, I run almost every day, the park is beautiful, that bit I have overcome.
I am the Go-To Problem Solver
A constant never ending stream of requests and telephone calls with zero automation !
Clients cannot book into a central diary and the booking system still relies heavily on incoming telephone, very often into a disorganised Consultants diary shared with a private diary, its a constant problem with return calls and new arrangements .
With all this Covid kerfuffle I noticed such reliance on QR codes.
Quite clever I thought, so if its good enough for Government Departments its good enough for my office.
And here we are.
I identified about 10 areas I could implement QR codes, independently of the office metrics, and it has worked !
It has worked because my workload is much more manageable.
Here is what I achieved:
On my desk and around the clinic
A Brochure with QR linking to a dedicated booking email.
QR on the wall head height and large for:
Parking ticket redemption
Emergency ( on brochure as well )
Map geo code
Payment ( links to website)
Clerical ( 10 codes )
Advisory ( 20 codes linked to you tube mainly )
Thank you for listening, maybe we will eventually go paperless, but for now using paper to connect to the Smartphone has been an outstanding success for managing my time !
Deliveroo deliver on the short comings of Hotel Directorships !
Where hotels are going wrong in implementing technology
Kevin Edwards, business development director at Alliants says properties should better use the tech available by Kevin Edwards Reprint on newswire July 18, 2021
The Middle East has become the primary destination for obtainable luxury when it comes to the hotel sector globally.
The continuous development of hotels continues to drive the bar higher in terms of facilities, amenities, and technology.
However, with the pandemic hitting, the expected impact on top-line spending isn’t necessarily keeping pace.
When we look at the demographic and segment changes in hotel occupants over the last two years, have the hotel operators hit the mark when it comes to savvy technology investment to drive revenue?
For the 12 months prior to Covid, hoteliers had a sharp focus on key technology areas such as revenue management, and with Expo 2020 it made sense.
How can you optimise your inventory for the period of the event? Room nights, meetings, and events were the core revenue generators.
The guest drivers changed overnight and people wanted home comforts.
In-room TV streaming, room service ordering online, electronic keys, and contactless check-in and out.
And if they couldn’t get it from the property they would do one of two things:
Use third parties to facilitate their needs
The first option became a clear opportunity as rates plummeted and with them access to properties with little demand and low occupancy.
The second option is a more complicated issue best explained by a recent real-life stay.
How hotels are failing to use technology
I arrived in typically efficient Middle Eastern style through the airport to a five-star business hotel with 800 rooms split between residences and hotel rooms.
I approached the front desk where service was diligent and warm as they checked me in and cut two keys.
Upon arriving at my room I noted that it had been cleaned to the brand new Covid cleaning standards, but there was no mention at the front desk of the mobile key that could have enabled me to ditch the plastic cards.
Having worked closely with this hotel, I am aware that the owner has invested significantly in mobile key technology (circa US$1m+) but there was no communication before my stay alerting me of the ability to utilise this innovation.
Nor was it mentioned on arrival. The experience wasn’t bad, it just missed the chance to be something better.
As I am now stuck in my room for 24 hours while I await my PCR test result, I am further disappointed by the fact that whilst there is a QR code to get to room service it is just a menu which means I have to pick up the telephone to place an order and hope that I can accurately convey what I require.
Alternatively, I could just follow what everyone else seems to be doing and order from Talabat or Deliveroo and do it all on my device.
Food ordered, work completed for the day, time to catch up on another box set on Netflix… Or not as I cannot stream a thing so it looks like I’m going to have to concentrate on that five-inch screen a little longer.
Technology is here to stay
Putting this all in perspective, Covid has probably simplified the guest journey.
However, it has now enabled a significant revenue opportunity in ancillary spend which many are missing out on due to technology adoption.
In my opinion, the operators have focussed on the whizzbang of technology rather than focus on the business case.
Meanwhile, the Talabat and Deliveroo drivers mount up in the hotel reception giving the hotel guests more triggers to order from them.