How Certifix Saved Millions in Wages by Automating Appointment Scheduling?

Summary

Certifix is one of the leading fingerprint service providers in the United States, with enrollment centers operating across the country and thousands of applicants processed each day. Certifix has become a valuable resource for the completion of fingerprint-based state and federal background checks. For appointment scheduling, Certifix utilizes a reliable booking system that allows their applicants to schedule an appointment for their fingerprinting service. Applicants can simply visit the Certifix website, select a location and then schedule an appointment. 

The challenge

Certifix now uses OnSched to automate appointment scheduling across their US locations. Prior to Certifix’s implementation of OnSched, applicants were responsible for contacting a nearby location to book appointments via telephone or email. The system posed a communication issue, as representatives were often forced to work through language barriers in order to schedule appointments, leaving room for human error. Additionally, the lack of a calendar system made it difficult to manage appointments, make adjustments to dates and times, and estimate wait times for applicants.

What was changed

With the implementation of OnSched, the Certifix booking process is now a centralized, automated and calendar-based system. Applicants are now able to go on to the Certifix website and easily book their fingerprinting appointments by browsing the available time slots for a specific location. This has allowed for 24/7 booking, as applicants do not need to wait for a response from a Certifix representative in order to schedule or confirm a booking. As a result of these changes, the company has been able to acquire a higher volume of applicants and to avoid scheduling conflicts. 

The process

OnSched executes their API in a customized format, specific to the needs of the client. In cooperation with Certifix, OnSched was able to adjust their system and to create a booking procedure, which was able to support the daily appointments across all Certifix locations. By maintaining an open line of communication through API implementation, OnSched worked with Certifix to achieve a scheduling system that works for their applicants and keeps their daily influx of appointments organized and easily adjustable.

Technology

A primary concern for executing a successful Certifix scheduling system was managing multiple applicants and locations through a single API key. OnSched boasts the only booking software, which uses a single API key to manage all of these elements. OnSched provided Certifix with a Setup API, which allows the company to access all endpoints necessary to easily add users, resources, services, and locations to their online scheduling system. Certifix was also provided with a Consumer API, which allows the company to make adjustments to the consumer-facing end of their online appointments. OnSched booking technology also supports the massive network of Certifix locations, which span across the majority of U.S. time zones. The OnSched solution has allowed Certifix to provide applicants with a single online booking system while adapting to the specific time zone, in which the applicant wishes to make an appointment.

Result

Certifix applicants are now able to view the available time slots for booking appointments on a calendar system located on the Certifix website, which is easy to navigate, rather than contacting a Certifix representative in a specific location during the company’s business hours. This has led to more appointments being created on a daily basis, and little room for error, as this highly organized system makes it easy for applicants to cancel and reschedule appointments, reopening their time slot for other applicants. Overall, Certifix has had a successful relationship with OnSched, and the company continues to thrive with the help of OnSched’s technology and excellent support.