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Aquarius Contact Centre

Aquarius is Scotland’s only homeworker call centre, with their operators working from their own homes, answering calls for more than 300 clients. Roddy Forfar, Managing Director of Aquarius, told us why they chose to partner up with Appointedd to streamline and simplify their calendar management service.

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The way Aquarius uses Appointedd is by integrating the booking apps directly into their internal call centre software so that the operators can input appointments taken over the phone for their clients. By doing this they can provide a more seamless service for their customers as well as the end user.

Streamlined calendar management

Aquarius were seeking a solution to the challenges of managing multiple calendars for a number of different customers when they heard about Appointedd: “We’ve always had issues with calendar management. We manage calendars for probably about twenty or thirty different customers at the moment. However, we’ve been tied up in Google calendars, we’ve had people having to share their Outlook schedules, we’ve got people who use an Apple calendar as well, and there’s so much variance out there. We looked at various different systems to try and build one platform that we would use to book people in, and we kind of got there but everyone needed to have a Google calendar for that to work. So we saw the value in our customers all feeding into the one portal which you guys have. The backend functionality that you guys have got is head and shoulders above where everybody else is.


aquarius-headset.jpg “The biggest issue for us is keeping things consistent. As you can imagine, as we grow we need to keep things simple so that our operators can do the best job possible for our customers. So having variants of Google calendars, Microsoft calendars, Apple calendars, plus all the third party booking software that our customers come to us with really makes it complex. Whereas if we encourage everybody towards Appointedd then it makes a big difference for our operators, and also the customer service that our customers receive as well.”

"The backend functionality that you guys have got is head and shoulders above where everybody else is... It makes a big difference for our operators, and also the customer service that our customers receive as well."

Roddy Forfar, Managing Director, Aquarius

Simplicity for everyone

The best thing about Appointedd for Aquarius, Roddy says, is how easy it is for everyone to use. “It’s the simplicity of the backend side of things that makes it simple for the frontend, for our guys to make appointments for our customers, and it’s worked really well for us so far.

“Our staff love it. It’s easy to use, it just flows really easily for them to make the appointments. And our customers, well the main one that we’ve got just now loves it, because he’s got access to your booking system on his phone, and he gets an email confirmation of any bookings that he has, it’s just simple for him to work with as well. There’s also the simplicity of your pricing. Sometimes we even look at including it in their monthly management fee, so the simplicity of the model works well for us.”

When we ask him if he’s seen a change in the centre since starting to work with Appointedd, he says: “Yes, because it keeps the call condensed and quick. So yes, it’s certainly made an impact on call times.”

“Our staff love it. It’s easy to use, it just flows really easily... The simplicity of the model works well for us."

Roddy Forfar, Managing Director, Aquarius

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