When did you realise you needed support?
"We have seven different sites and a centralised admin team, so we were struggling to cover all of the calls, such as those outside of the normal working hours. A lot of the time we had only one person working in reception, so if they were on a call and another came through, it would just go to voicemail and we used to lose bookings as a result. We realised that we needed coverage in the evenings and especially over the weekend, as we tend to get a lot of enquiries then, so that's when we started looking into AI options."
What were you looking for in a provider?
"I mainly wanted it to be really user friendly — I didn't want to annoy our patients with a robot and I wasn't too sure how it was going to go down, so I knew it needed to be really clever and sound like an actual person. It needed to be able to deal with the bulk of the enquiries that we get and I still wanted to have a human touch point for some of the complicated stuff. We get a lot of people cancelling and moving appointments which the AI could handle for us well."
How did you find the onboarding process?
"I found it really easy. I don't know whether it's because I am quite techy anyway, but I just thought it was really great and when we got the team to log into it, they found it really easy to use as well. I think it is quite simple to use and the onboarding was really quick."
What are the key benefits you've found and how has BookedSolid changed your business?
"When we first launched the AI, I remember sitting on the couch and ringing it myself and I just thought it was brilliant how it sounded like a person and it got everything right. It took my name and made the booking and it was just dead easy to do. I realised then that it was going to be a bit of a game changer for not having to employ more admin team. In our business we want to put the money into employing physios and getting more physios to do more appointments, but our admin team was just getting bigger and bigger because the costs were just going up. Being able to put in a system that's under £200, instead of a couple thousand of pounds on an admin person, was massive and it just means you can scale quicker. We used to have 11 physios and 5 admin, but now we've got 12 physios and 3 admin."
See it in action
BookedSolid handles the calls your team can't get to — 24/7, across every site, without adding headcount.