Online Scheduling Software Versus Microsoft Outlook - The Difference is in the Functionality

When it comes to e-mail and office communication, few applications are as familiar as Microsoft Outlook. From small businesses and independent contractors to large corporations, Outlook is a trusted component relied upon for numerous daily transactions. And since it often comes standard with many computers as part of the Microsoft Operating System, many individuals also use it for personal tasks.

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For many users, Outlook is synonymous with e-mail. However, the program offers additional features, such as Outlook Calendar, which can help organize schedules, events, meetings and other activities, both personal and professional. It's an effective tool for in-office and business-to-business communication, as it offers users the ability to create, manage and invite individuals to meetings and events. It can also synchronize with mobile devices and other technologies, so that the user can easily access it when away from his or her personal or laptop computer.

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Because of its functionality, some small businesses and organizations rely upon Outlook Calendar for their appointment- and reservation-scheduling needs. In certain instances, it's all that's needed. But in most circumstances, it doesn't provide the full-range of features required to automate and streamline scheduling for their customers, patients and students. For these important tasks, the solution is Web-based scheduling software.

HOW OUTLOOK CALENDAR DIFFERS FROM ONLINE APPOINTMENT SCHEDULING SOFTWARE

One of the most obvious differences between Web-based appointment scheduling software and Outlook Calendar is their design. Although used for many different purposes, Outlook functions best in an inter-office or business-to-business environment where the majority of the communication and tasks conducted are between staff, contractors, consultants and other individuals affiliated with the operations. It does give the calendar administrator the ability to share, send and even publish the calendar online. In instances of calendar-sharing, permission to access a calendar is necessary.

Because it is a calendar, some owners, operators and staff utilize it for scheduling services and to book reservations. There are several methods they may implement: as an internal scheduler, whereby they continue to take appointments and reservations over the phone and then manually enter them into Outlook Calendar; e-mail the calendar to a customer, patient or student to view availability and choose his or her appointment times; and allow clientele to access their calendar and book their appointments, which requires a Microsoft Exchange interface (and also may present significant security concerns).

Although more efficient than a paper appointment book and pen, its core function as an internal calendar can create problems for businesses and organizations looking to automate and improve their appointment-scheduling procedures. This is especially true if the owner, administrator or staff wishes to offer customer self-scheduling using the Outlook Calendar.

Factors contributing to this include:

• Connectivity, Accessibility and Security. To interface with customers, both parties must have an Outlook Exchange connection. This differs from online appointment-scheduling software, which customers, patients and students access from a Web site. The Outlook Exchange connection presents numerous challenges, including security issues by allowing access and limiting the number of clientele that can use the system, especially those that do not utilize Outlook. Additionally, access to an Outlook Calendar will give customers a view of not only business or organization services, but also personal items, if the operation does not create a separate, "services-only" calendar.

• Scheduling "Rules". Like other electronic calendars and similar applications not designed for customer, patient and student scheduling, business and organization operators can run into difficulty when trying to block off times, set open and closed days, and limit the number of appointments per time slot, day or time. Businesses and organizations must have the ability to control and tailor each day of its appointment calendar.

• Appearance. Outlook Calendar offers few options to users for customizing its appearance. And customers, clients, patients and students will immediately know that what they're viewing is an electronic office calendar (if the business or organization e-mail the calendar or allows access to it). This can convey a less-than-professional image of the operation.

WHAT ONLINE APPOINTMENT-SCHEDULING SOFTWARE OFFERS THAT OUTLOOK DOESN'T

Most online appointment-scheduling programs are what are known as Software as a Service (SaaS), a Web-based application that provides functionality unavailable in Outlook Calendar. Used by businesses and organizations large and small, scheduling service providers typically charge a small fee to use the software. And they're accessible in the same manner as online banking and e-mail. Users can set up and manage their account and scheduler by simply logging in with a username and password.

Since appointment-and reservation-scheduling is the basis for most online schedulers, they generally excel at identifying the specific needs of their clientele. Functionality found in most online appointment applications include:

• Secure and efficient online self-scheduling. Clients, customers, patients and students can book and manage their own appointments online in a secure setting devoted specifically to appointments and reservations. Although some schedulers allow users to post personal information, they usually allow them to block it out as well and only show information relevant to the customer, patient or student.

• Automated e-mail and text message reminders. "No-shows" can have a dramatic negative impact on business operations. Surveys have shown that appointment reminders can help reduce these by 50 percent. However, many operators do not have the time or resources to call or e-mail clients, patients or students prior to their schedule appointments. Although businesses can configure Outlook to send automatic e-mail reminders, they must first establish an interface with their clientele, as stated above. This works fine for in-office reminders, but it can be a challenge to accomplish this with customers, patients and students. Online appointment-scheduling software does this automatically, regardless of whether a person utilizes Outlook as his or her e-mail applications.

• Online payment of services. As more and more individuals rely on the Internet to schedule appointments and services, they're also looking to easily pay for them at the same time. Some online schedulers offer clientele the benefit of secure payment with their credit card. They may also offer invoicing options.

• Customizable templates. A visually-appealing layout or one that patterns a company Web site can show that a company embraces online appointment scheduling and encourages its customers to book online through a secure Web site or portal. To help design a scheduling page that best fits their individual preferences and focus, some scheduling software allows users to incorporate specific color schemes, images, logos and other objects.

• Record-keeping and report-generating capabilities. Outlook Calendar does provide limited database functionality for purposes such as record-keeping and report-generation. However, it may require several steps to accomplish this, whereas online scheduling software usually allows users to pull this information more easily and quickly. It can be as easy as selecting a few criteria in the search fields and clicking a button.

In addition to above items, software providers may also offer additional features not available in Outlook, such as packages, which allows companies to bundle numerous appointments and services; repeat-customer reminders sent after a specified number of days have passed since an individual's last appointment; and text message reminders, which can have an even greater impact on the number of "no-shows" than e-mail reminders do.

As with other non-scheduler software applications that allow users to book appointments and reservations, Outlook Calendar offers basic, typically in-house functionality. It can be a great tool for business-to-business and office-to-office appointment-setting. However, it lacks the crucial functionality to make it appropriate for a business looking to automate and improve its scheduling procedures. For this purpose, online appointment-scheduling software is the better bet.

Online Scheduling Software Versus Microsoft Outlook - The Difference is in the Functionality

Eric Richard is the public relations specialist for Appointment-Plus, an online scheduling system that has booked over 45 million appointments and reservations since its launch in 2001. Over 3,500 businesses throughout the United States, Canada and 10 other countries rely on the software for such tasks as scheduling customer reservation and appointment times, booking rooms, facilities and equipment, accepting online payments, sending reminders, and e-marketing. Its developer is StormSource Software, a Scottsdale, Ariz.-based technology firm specializing in the development of online appointment software for a wide variety of applications and industries.

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