To improve their business’ booking system, overall booking approach and to provide customers a self-service booking capability, MCP had identified the need to modernise their existing booking process and to enable better accessibility for their customers. The manual taking and managing of bookings via phone, email and diary was a time-consuming process with a requirement to ‘be on call’ at all hours of the day.
A new system was required that could automate the booking process, reducing the time spent manually managing bookings. The system needed to support online and manual booking methods but also enable MCP to operate with greater efficiency, so they could continue to provide high standards of customer support and satisfaction. There was also a strong recognition that the system should provide a positive experience for their customers.