Innerv8: A leader in Online Reservation and Booking Systems

Booking Systems

Innerv8 Online Appointment, Diary or Scheduler system is your virtual receptionist – saves time and $$$ I didn’t want to hire a receptionist, the online booking system allows our patients to book appointments through our website and we have a call centre linked to the system. 
The technology has certainly paid for itself. RK - Vic

How does it work?

This FAQ for small service businesses and independent professionals. Click if you are a "Large company" or "Corporate".

Arrow What types of small businesses should consider Innerv8 Booking system? 
Innerv8 can benefit virtually any service business that offers appointments, reservations, or classes. It's also an ideal solution for businesses that rent equipment. Our customers include training centers, photo studios, health clubs, auto service centers, equipment rental agencies, medical practices, real estate offices, hair dressers, health spas, recruitment agencies and many, many others.

Arrow I am a self-employed service provider. Can I use Innerv8?
Yes. Innerv8 software is perfect for independent professionals such as contractors, home inspectors, massage therapists, personal trainers, doctors, etc. Innerv8 is like a 24-hour receptionist that can accept appointments for you, even when you're with clients! 

Arrow Is Innerv8 suitable for businesses that offer training classes and other group activities?
Yes, Innerv8 is an ideal way for people to enroll in classes or register for events. Innerv8 booking systems lets you specify the capacity for your activities. When an activity becomes fully booked, Innerv8 closes it automatically. 

Arrow What are the software and hardware requirements for Innerv8?
The only requirements are an Internet connection and a browser-equipped PC. We host the solution for you, so there is no software for you to buy or install, and no servers to maintain.

Arrow Do my customers need special software or equipment to access Innerv8?
No, just an Internet connection and a browser-equipped PC. 

Arrow Do I need a Website in order to use Innerv8?
No. Innerv8 offers a free, customisable home page to businesses and professionals that do not have Web sites. The home page is an ideal way to describe your business, list your address and contact data, and so on. You can even use it to display photos and moving images! If you already have a Website, Innerv8 integrates seamlessly with it.

Arrow Is there an annual contract?
No. You are free to cancel Innerv8 at any time.

Arrow How can I sign up? 
Contact us. We'd be happy to assist you!

Arrow If I use Innerv8 Bookings system, will my customers be forced to make appointments via the Internet?
No. Innerv8 features a powerful "front desk view" that let's you (or any number of your employees) quickly add and change appointments for customers who use the telephone. If your Innerv8 experience is typical, most of your customers will prefer making appointments via the Internet because they can do so instantly, 24 hours a day, 7 days a week. 

Arrow How does Innerv8's optional call centre service work?
If you subscribe to our optional call centre service, we'll put you in direct contact with one of our telephone answering service partners. When a customer calls you, the call will be automatically transferred to an operator in an Innerv8-enabled call center. The operator will answer the call with a personalised greeting such as, "Hello. This is Dr. Smith's office. How may I help you?" Because the call center operators have real-time visibility into your appointment book, they can instantly book appointments on your behalf.

Arrow What prevents somebody from making fictitious appointments?
To access your Innerv8 schedule via the Internet, customers require a unique user name and a password. You can assign user names and passwords to specific customers. Or, you may let your customers self-register, which lets them create their own user names and passwords when they access your schedule the first time. During self-registration, you can require customers to input valid credit card data (and contact information) to guarantee appointments. If you subscribe to our call center service, our operators can ask new customers for valid credit card data as well.

Arrow Can I limit the number of appointments that a customer may hold?
Yes. Innerv8 has many features that let you restrict the number of appointments a customer may hold. For example, you can limit this number on a "per service" basis. At a health club, for instance, you might limit members to one racquetball court reservation, and three personal training appointments. 

Arrow Can I restrict how far in advance an appointment can be made?
Absolutely. In addition, you can define when your schedule becomes available. For example, you may permit customers to book appointments from tomorrow on through the next six weeks. 

Arrow Is Innerv8 Booking system secure?
Yes. Our application employs industry-standard 128-bit SSL encryption. In terms of physical security, our infrastructure is hosted in high security data centers that are staffed around the clock.

Arrow Can Innerv8 software send confirmations and reminders to my customers?
Yes, Innerv8 systems sends email confirmations to customers immediately after they've booked an appointment. The System can also send reminders prior to the start of appointments by SMS or fax.

Arrow Can Innerv8 Booking systems collect data from customers when they are booking an appointment? 
Yes. The system lets you define customised questions that are posed during the appointment process. For example, you might ask a customer to select the model of car when he or she makes an appointment for a tune-up. Innerv8 also lets you define questions that are posed only when a customer accesses your Innerv8 schedule the first time. For example, you might ask how the customer heard about your business.

Arrow My services have different durations and different start times. Is this a problem?
Not at all! With Innerv8, you have complete control over the duration of each type of service appointment, and can specify when each service appointment may begin. If desired, you can even let your customers choose the duration of an appointment from a drop-down list of possible durations you specify.

Arrow Can I use Innerv8 to analyse appointment activity at my business?
Yes. Innerv8 Booking system features a flexible reporting module that lets you analyse your schedule data online. For example, you can view appointment volume by any combination of service type, service provider, customer, date range, and so on. You can also sort the data in reports, and export report data to a variety of popular file formats.

Arrow How long does Innerv8 retain my schedule data?
Your schedule data is retained for up to 12 months on the system or you can export the data to store on your own computer to run reports for time periods in the past.

FAQ for Large Service Companies

Arrow Can Innerv8's technology be tailored for any type of service business?
Virtually any service business that takes appointments and reservations can benefit from Innerv8's technology. Our application is highly configurable through our database-driven architecture and sophisticated administration wizards. Our customer base runs the gamut from healthcare professionals to photo studios to excursion operators.

Arrow How does Innerv8 fit in with an overall e-commerce strategy for a service business?
We think of web-based bookings as e-commerce enablement for businesses that sell time rather than physical goods. In that sense, Innerv8 is a fundamental component to the e-commerce strategy for any business driven by appointments and reservations. By adding a "Book Now" button to your website, your web-savvy customers can review your service offerings and "buy" online. Combined with email to initiate service reminders and confirm appointments, Innerv8 enables service businesses to establish an electronic dialog with their customers and capture valuable data to help understand utilisation patterns and buying behaviour.

Arrow What is the ROI justification for a web-based scheduling solution?
There are many measurable benefits of web-based scheduling that together yield a quick payback and high ROI versus the traditional scheduling methods used by service businesses. The "hard" benefits include reducing call centre and administrative costs and improving utilisation of the underlying resources being scheduled (service delivery staff, facilities, equipment). The "soft" benefits are difficult to quantify but perhaps more important. Web-based scheduling promotes customer satisfaction and loyalty among web-inclined customers, who will love the convenience and will tell their friends. Email reminders to book future appointments will drive repeat business from these customers. National service chains can justify our solution solely on the value it delivers to management in being able to measure performance and foster accountability at the store level.

Arrow Is self-service scheduling the primary reason for considering this technology?
Not necessarily. Certainly the ROI increases when service businesses let customers book their own appointments and reservations via the web rather than through live administrators. But much of the value of our technology lies in being able to manage available resources and quickly assign the right resource for the service being requested. This accelerates the service delivery cycle and reduces the time-to-revenue. Detailed reporting from the central booking database promotes accountability and more effective management.

Arrow Is Innerv8 technology scalable for use by national service chains?
Definitely. Our customers count on Innerv8 to deliver business-critical reliability, scalability and performance. The enterprise version of the Bookings platform is built from the ground up to meet the needs of large, multi-site service businesses with high-volume scheduling or booking requirements.

Arrow How can a call centre utilise Web-based scheduling?
Call centres that take appointments and make reservations can free up significant capacity by encouraging customers to book themselves without calling to speak with a live operator. Self-service scheduling is ideal for routine service appointments, registration for training or workshops, or reservations for all sorts of scheduled events. Innerv8 also enables Telephone Answering Services to function as a virtual receptionist for their clients by booking appointments and reservations in real-time using the Innerv8 system. Our virtual receptionist solution is ideal for Telephone Answering Services looking to target appointment-intensive businesses and independent professionals who are difficult to reach during normal business hours.

Arrow Does Innerv8 support wireless web devices?
Real-time scheduling via the wireless web is “the ultimate application" for mobile service providers. Any party involved in a scheduling transaction can access the Innerv8 system via a connected Palm Pilot, Blackberry, or Pocket PC device.

Arrow What factors are important in choosing between ASP and licensed software?
Innerv8 can host your application for a monthly fee. For a larger corporate client we will sell you a software license and maintenance agreement for you to host the application yourself. The choice really depends on whether you want to "rent" or buy the software, and the level of technical resources in your organization to support the application. Security, reliability, and performance of our ASP-based solution should be of little concern. We host our servers and application in highly secure data centres that are monitored around the clock. Our hosting configuration is fully redundant, and we utilise 128-bit SSL encryption, and multiple, password-protected levels of security.

Arrow Can Innerv8 support applications involving multiple time zones?
Yes. This is certainly a requirement for service chains with outlets in multiple states or nationwide. Our system can be configured in a number of ways to support scheduling transactions across multiple time zones.

Arrow Does Innerv8 integrate into existing business management software?
Yes. Service businesses typically use highly specialized software to run their business. Innerv8 can function as a standalone scheduling application but is typically integrated with these software packages in order to share customer data and pass information from the scheduling into the accounting system. Our Data Connector technology provides interoperability with these applications for billing and practice management.

Arrow Can Innerv8 synchronize with my personal calendaring system?
Yes. We provide calendar synchronization with Microsoft Outlook and Palm O/S devices.

Arrow How does Innerv8 price its software?
Innerv8’s booking software is licensed based on the number of resources being scheduled. A resource can be a service provider such as a doctor or therapist, or a physical asset such as a medical facility, tool or equipment . We do not meter the number of customers making appointments or the number of reservations they make in determining a price. ASP customers pay a monthly fee. Professional services such as custom development, implementation, and training are quoted on a time and materials basis.

Arrow What technology architecture has Innerv8 employed?
Our Bookings platform is built on open, standards-based technology. We use server-side Java to provide an extensible, well-defined component model across all environments. We support easy database-driven customisation and rapid deployment by exposing a multitude of configuration options through our setup and administration wizards. We also support programmatic customization and extensibility through Java and XML API's. There is no software for you or your customers to install or maintain under the ASP delivery model.

Arrow How much consulting is required to get up and running?
Innerv8 has designed its Bookings software to support rapid configuration and deployment of a more standardised solution, or custom development of a solution crafted to fit unique requirements. Our rules-based, database-driven architecture allows us to configure our standard solution in 24 hours for small to medium sized service businesses. Custom development is often required for national service chains that want to accommodate special workflows or add unique functionality. In either case, our Professional Service organization provides the full range of services including setup, training and ongoing support.

Arrow How is Innerv8 different from other companies offering web-based scheduling?
First of all, there are not many companies doing what we do. Our Software developers saw this opportunity early in 1999 and moved quickly developing great technology to secure a leadership position in the market. Our customers choose us because our breadth of features and ease of implementation is virtually unmatched. Reliability, scalability, flexibility and performance are "check-off" items that customers expect from us.

FAQ for Corporations

Arrow How does Innerv8 compare to scheduling programs such as Outlook?
Our solution is not a personal calendaring, "meeting maker" or group collaboration application. Rather, it is a rules-based resource management system that supports real-time scheduling of activities, services and events. Innerv8 transforms scheduling-driven processes by allowing everyone involved in the booking process (both inside and outside the enterprise) to share real-time visibility into the inventory of available time or resources. Through reporting and analysis tools, management supervisors can monitor key issues and achieve greater control of the process.

Arrow How would a college or university use web-based scheduling?
There are many potential applications for higher education. Community colleges with distance learning programs can have student’s self-schedule exams, eliminating the need for live operators to field these calls. College and university professors can eliminate the scheduling headaches of office hours and academic advisement meetings. The career resource centre can connect recruiters directly with candidates for appointments for job interviews on and off campus.

Arrow What is the ROI justification for a web-based scheduling solution?
There are many measurable benefits of web-based scheduling that together yield a quick payback and high ROI versus traditional scheduling methods. The "hard" benefits include reducing telephone and administrative costs and improving utilisation of the underlying resources being scheduled (professional staff, facilities, equipment). The "soft" benefit of promoting customer satisfaction and loyalty increases the ROI of ongoing CRM initiatives.

Arrow Is self-service scheduling the primary reason for considering this technology?
Not necessarily. Certainly the ROI increases when employees or students self-schedule via the web rather than through live administrators. But much of the value of the online technology lies in being able to manage available resources and quickly assign the right resource for the task at hand. This accelerates sales and support cycles and reduces the time-to-revenue. Detailed reporting from the central booking databases fosters accountability and promotes more effective management.

Arrow Is Innerv8 Booking technology scalable for enterprise applications?
Definitely. Our customers count on Innerv8 to deliver business-critical reliability, scalability and performance. Our enterprise version Innerv8 Booking platform is built from the ground up to meet the needs of large, multi-site organizations with high-volume scheduling requirements.

Arrow How can a corporate call centre utilise web-based Bookings?
Call centres that field inbound customer service calls can smooth peak loads and decrease wait times by offering customers the option to schedule a convenient time for a call back. Our PhoneConnect scheduler effectively shifts on-demand inbound volume to scheduled outbound volume. PhoneConnect scheduling is also ideal for outbound follow-up of sales leads. These calls typically end up in voice mail or catch the prospect at an inconvenient time. Using Innerv8's system, sales prospects receive an email with an invitation to choose a convenient day and time to receive a call from a sales agent. The result is smoother scheduling and higher quality, permission-based, sales interactions.

Arrow Does Innerv8 support wireless web devices?
Real-time web-based scheduling is “the ultimate application" for mobile professionals using the wireless web. Any party involved in a scheduling transaction can access the Innerv8 system via a connected Palm Pilot, Blackberry, or Pocket PC device.

Arrow What factors are important in choosing between ASP and licensed software?
Innerv8 can host your application for a monthly fee or sell you a software license and maintenance agreement so you can host the application yourself. The choice really depends on whether you want to "rent" or buy the software, and the level of technical resources in your organisation to support the application. Security, reliability, and performance of our ASP-based solution should be of little concern. We host our servers and application with Web Central in their highly secure data centre that is monitored around the clock. Our hosting configuration is fully redundant, and we utilise 128-bit SSL encryption, and multiple, password-protected levels of security.

Arrow Can Innerv8 support applications involving multiple time zones?
Yes. Enterprise resource management and scheduling cuts across geographies, whether it's sales territories, branch offices, customer sites, or mobile workers. Our system can be configured in a number of ways to support scheduling transactions across multiple time zones.

Arrow Does Innerv8 integrate into existing enterprise software?
Yes. Innerv8 can function as a standalone application but is typically integrated with other enterprise or department-level software. Our Data inerface technology provides interoperability with external applications including ERP, CRM, SFA, billing and practice management systems, job candidate tracking systems, and automatic call distribution systems for call centres.

Arrow Can Innerv8 synchronize with my personal calendaring system?
Yes. We provide calendar synchronization with Microsoft Outlook and Palm O/S devices.

Arrow How does Innerv8 Booking system price its software?
Innerv8 software is licensed based on the number of resources being scheduled. A resource can be a sales person, a field service technician, a hiring manager, a conference room, a piece of audio-visual equipment, a training class, or an event. We do not meter the number of registered users or the number of scheduling transactions in determining a price. ASP customers pay a monthly fee. Professional services such as custom development, implementation, and training are quoted on a time and materials basis.

Arrow What technology architecture has Innerv8 employed?
Our Innerv8 Booking platform is built on open, standards-based technology. We use server-side Java to provide an extensible, well-defined component model across all environments. We support easy database-driven customisation and rapid deployment by exposing a multitude of configuration options through our setup and administration wizards. We also support programmatic customization and extensibility through Java and XML API's. There is no software to install or maintain under the ASP delivery model.

Arrow How much consulting is required to get up and running?
Innerv8 has designed its Innerv8 Booking platform to support rapid configuration and deployment of a more standardised solution, or custom development of a solution crafted to fit unique requirements. Our rules-based, database-driven architecture allows us to configure our standard solution in 24 hours for small to medium sized service businesses. Custom development is often required for enterprises that want to accommodate special workflows or add unique functionality. In either case, our Professional Service organization provides the full range of services including setup, training and ongoing support.

Arrow How is Innerv8 different from other companies offering web-based scheduling?
First of all, there are not many companies doing what we do. Our Software developers saw this opportunity early in 1999 and moved quickly developing great technology to secure a leadership position in the market. Our customers choose us because our breadth of features and ease of implementation is virtually unmatched. Reliability, scalability, flexibility and performance are "check-off" items that customers expect from us.

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