Challenge

Before the project, the business had no company website or integrated booking system. While waiting for support through the “Support for the Digitalisation of Business Processes” programme, the salon tried a third-party booking platform. It was a useful interim experience that helped clarify what the business needed from its own solution.

In the platform setup the salon tested, customers had to register, SMS reminders had an additional per-message cost, and booking took place outside the company’s own digital environment.

Solution

digibit created one connected digital customer journey, with the salon’s website, integrated booking system and mobile app as parts of the same solution. Customers can discover the salon and book within its digital environment, while the app gives existing customers convenient access and a path to book their next visit.

The solution includes push notifications, extensive salon configuration options and marketing tools. App push notifications can replace SMS reminders in this channel and their associated per-message charges.

How it works

The next booking matters too

The latest 30-day report showed 85 new and 296 returning clients, 381 in total. That means 296 of 381 clients, or approximately 78%, were returning clients during that period. In the source system, a returning client is someone who had an appointment in the latest 30 days and at least one appointment during the previous two years.

These figures describe the client mix; they are not a result caused by the new solution or app. They helped explain why the digital customer journey should support a convenient return visit and direct communication with existing clients alongside the first booking.

A tailored solution does not mean building everything from scratch

The booking and business system already includes features for salon operations and marketing. The solution uses those existing features and adds the parts needed for this business, its brand and customer journey. There was no need to rebuild every standard feature from scratch.

Results

Support with project documentation and implementation

The project was delivered under the “Support for the Digitalisation of Business Processes” programme. digibit’s involvement went beyond developing the solution: the client was also helped to prepare and organize the documentation needed for project implementation. For this specific project, support from the European Union Recovery Fund covered 100% of eligible costs.