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FAQs

Looking for a bit more info? Find a list of our FAQs below.

General

How long does it take to get up and running?

In short, it depends. It could take 2 or 3 hours or 4 to 8 weeks. Factors include the complexity of the design, process, scale, data migration, and module customisation. However, we pride ourselves on making your digital transformation quick and easy. It's what we do. So, rest assured, we’ll get you online, on time, on budget. 

Who typically uses our booking systems?

We work with local and central government, healthcare providers, large private sector firms, and educational institutions to deliver booking systems for all types of appointments, events, and business travel. So, if you operate in these sectors and require a scalable booking system, we’ll be able to help. Contact us today and find out if we're the right fit for you. 

Why shouldn’t we just build our own in-house booking system?

JRNI has analysed more than 70 million bookings to develop software that helps you improve the user experience, increase efficiency and reduce costs. Building a scalable booking system is a long, complex, and expensive process – believe us, we know.

Without a huge amount of time and resource – the scalability, flexibility, and functionality of the booking solutions we provide could not be replicated. So, before you consider developing your own booking system, talk to us and see if we can help.

What’s the difference between an enterprise-grade booking system and a generic booking app?

In short, a lot. The upshot is: enterprise booking systems are proven at scale, extremely functional and built for robustness.

 Here are a few differences: 

· Enterprise-grade booking systems are built to handle high volumes of complex multi-site, multi-service, multi-resource bookings with minimal effort. Generic booking apps struggle to cope with such complexity.

· An enterprise-grade booking system will give you complete control over your service. You can easily add or remove stages of the booking process, edit your booking questions, alter your service offerings, and add or remove: locations, services, resources, and more. Generic booking apps don’t have this level of functionality.

· Enterprise-grade booking systems are built to meet the security and accessibility needs of large organisations. Most generic booking apps are not! 

· An enterprise-grade booking system will integrate seamlessly with your existing enterprise app, payments gateways, marketing systems, and more. 

· With an enterprise-grade booking system, you'll be able to deliver a consistent user experience. You can incorporate all of your brand elements, use your custom domain, personalise and send branded communications, and more. Many generic booking apps don’t offer this level of customisation and often require users to leave your site, resulting in a fragmented user journey.

This is just a snippet of what enterprise-grade solutions can provide. Drop us a message, and we’ll explain the differences in more detail. 

Can I see the booking system in action?

Of course! We’re happy to demonstrate the booking system to you for free to make sure it’s what you need. Just book a demo here, and we’ll be in touch. 

Will I need training to use the system?

As part of our proposal, we include a ‘train the trainer’ style workshop for system admins to help them get the most out of your system. We also provide a user guide along with intuitive video tutorials to show how to use the system at all access levels. However, training is not a requirement. The system is easy to use, so if you’re confident enough to just crack on, go for it!  

Features

Will this booking system replace my paper-based diary system?

Yes, you’ll be able to easily manage all of your bookings and resources across multiple locations and services using a simple drag-and-drop interface and a centralised calendar view. All of your data will be stored securely online.

What if some of our customers still want to book by phone?

No problem at all. We’ve delivered countless multi-channel booking solutions. Your staff can manually input bookings into the system in less than 30 seconds. We’ll also monitor bookings by channel, so you can better understand how customers use your service and drive your digital transformation goals.

Can I sync my bookings to my personal calendar?

Yes, your booking system will use RESTful APIs, so you’ll be able to easily sync your appointments with personal calendar apps like Google, Outlook, iCal, and more. 

Can we set different permission levels for our admin staff?

Yes, there are 4 permission levels:

1. Owner – the system owner who has complete control and can set system access levels.

2. Admin level – these users can control site availability, service rules, and customise booking rules

3. User-level – these users can't change any rules. They can manage and view bookings.

4.  Call centre user-level – these users can use the core booking lookup function and create (or amend) bookings, but nothing else.  

 

Does the booking system come with an on-site check-in capability?

Yes, our booking solution provides a concierge-style check-in screen for managing attendance. This will enable users (receptionists or meet and greet staff) to mark the patient as arrived with an associated timestamp for reporting.

Can we host the booking journey on our website?

Yes, your booking system will integrate seamlessly with your existing website. It will be fully branded, and it will use your custom domain and your own URL. So, you can deliver a consistent user experience.

Can the booking system and the admin portal be accessed on a mobile device?

Yes, your entire booking solution (both front and back-end) will be fully accessible on your mobile, tablet and desktop. You’ll just need an internet connection.

Will our users be able to completely self-serve?

Yes, in 60 seconds, your customers will be able to make a booking. In 20 seconds, they’ll be able to cancel, reschedule, or amend that booking. They’ll also receive automated email and SMS messages providing them with all the information they’ll need.

Will the booking system integrate with the technology we’re currently using?

Yes, you'll have control over a tech stack that uses RESTful APIs. So, your booking solution will connect seamlessly with your existing payment gateways, video platforms, enterprise apps, marketing tools, and more.

Can the booking software be customised?

Yes, just let us know what you’re after and we’ll come back to you with a proposal (no strings attached).

What payment methods can be used in my booking journey?

Your booking system will integrate with a number of popular payment processors, including PayPal, Stripe, SagePay, and more. Payment can also be made by debit or credit card.

How flexible is the booking system?

In short, very. You can edit your entire booking journey. In seconds, you can add or remove stages of the booking process, edit your booking questions, alter your service offerings, and add or remove: locations, services, resources, and more.

What can this booking system do for my staff?

You’ll get a booking system that makes it quick and easy to manage a high volume of bookings. With a simple drag-and-drop interface and a configurable real-time calendar view, your staff can easily manage multiple appointment types, locations, services, resources, and more. All in one place, in 30 seconds.

What’s more, by automating time-consuming tasks like making bookings, sending communications, logging customer information, and more, you can reduce the workload of your staff.

What can this booking system do for my customers?

In 60 seconds, your customers will be able to make a booking. In 20 seconds, they’ll be able to cancel, reschedule or amend that booking. They’ll also receive automated email and SMS messages providing them with all the information they’ll need.

Will I be able to track key metrics and get data reports?

Yes, you’ll get access to a customised metrics dashboard and out-of-the-box reports that help you track appointment durations, wait times, cancelled bookings, staff utilisation, and more. The best part? The data is easy to understand and requires no configuration.

What are the core benefits of implementing a booking system?

 With this booking system you will: 

· Improve the user experience for all users

· Increase efficiency 

· Save money 

· Easily manage a high volume of bookings across multiple sites and services

· Automate time-consuming tasks and reduce staff workloads 

· Reduce your carbon footprint 

· Improve resource allocation 

· Deliver a fully accessible, fully secure booking experience 

· Better manage capacity 

· Reduce no-shows 

· Improve communication

· Better understand your service and customers.

Can I import and migrate my existing database?

Yes, there are a number of ways we can help when migrating from your existing system to ours. We’re experienced in moving data between systems, and we’ll work with you to make the cutover as seamless as possible.

Can I assign different prices to different dates?

There are options to provide seasonal pricing which typically provides an automated solution for this requirement. Get in touch with your requirements and we’ll come back to you with options to deliver variable-pricing.

Is there a limit on how many bookings can be made?

Yes, we have restricted volumes and this varies depending on the subscription chosen. Get in touch and we’ll talk through your use case to see which subscription would work best. 

How many services can you manage under one licence?

Services within the same company/department where availability is determined by the same staff or resources are treated under one use case. Our ‘license’ model starts as an Entry subscription which includes two use cases. An example of a use case is a Waste Collection Service or a Pest Control Service. 

Will we be able to restrict bookings to those who meet a certain criteria?

Yes, you can limit access based on a number of rule-based criteria.

Support

How will I be supported?

Our team of techies are on-hand to support you from 8.30am – 5:30pm, Monday - Friday. You can submit support requests here, and your dedicated account manager will help guide you through the process. 

Due to our partnership with JRNI, you’ll also get access to their Knowledge Base, allowing you to troubleshoot 24/7/365. You’ll also get access to written and video tutorials and a Help Page to help you quickly resolve any issues. 

How do you provide technical support for system critical events that happen on weekends and bank holidays?

For system critical events which we determine as P1 support, our software partner (JRNI) provide 24/7/365 support.​ This does not include any bookinglab hosted applications as bookinglab operate a Mon-Friday support desk excluding UK bank holidays. 

Where can I find the Service Legal Agreement (SLA)?

We issue all of our clients with a Service Level Agreement. If you’d like to see this in advance, just drop us a message.You can also check out our Master Subscription Agreement.​

Security, accessibility, downtime, and backups

Average annual downtime of the booking system including updates?

Our booking service will be available 99.5% of the time — excluding downtime caused by scheduled maintenance, emergency maintenance or a force majeure event. This is further defined in our Master Subscription Agreement.​

How often do you backup data?

JRNI and bookinglab operate the following backups for all customers:​

Hourly: Additional hourly data backups are transferred to an external data storage service to allow the recovery of service if a disruption of services at the primary data centre prevents automated recovery. Hourly backups are available for the last 14 days.​

Daily: Daily backups, typically taken at midnight, are also transferred to an external data storage service. Daily backups are available for the last 60 days.​

In addition, for those customers that choose JRNI’s standard hosting provider, the database servers have a built-in snapshot and recovery process, allowing for the rebuilding of a cloned database server without the need to go direct to backups. Snapshot capabilities are available for the last 8 days.

What security standards do we adhere to?

All of the solutions we deliver comply with the Data Protection Act (DPA) 1998 and the General Data Protection Regulations (GDPR). They also adhere to ISO27001, ISO 27017, ISO 27018, NHS IGT/ N3, and PCI DSS standards. All data is hosted in AWS and encrypted with the AES 256 encryption algorithm. When in transit, data is protected under TLS or SSH (AES256) encryption over HTTPS. Anti-virus definitions are updated daily. 

What accessibility standards do you adhere to?

All of our booking solutions adhere to the WCAG 2.1 AA.

Pricing

How does pricing work and how much will a booking system cost?

Pricing is split into three components:

1. The Software as a Service (SaaS) subscription - per annum

2. Onboarding services (incl. configuration, training and customisation)

3. Ticketed Support

For bespoke projects, implementation costs are usually split into project milestones. The overall cost of your project will depend on the complexity of the design process, scale, and module customisation. Get in touch with your requirements and we’ll send over a proposal (no strings attached).

Are there any additional charges?

We’ve built packages to minimise additional charges. With our off-the-shelf solutions additional charges would be itemised as optional extras, this typically covers product integrations that do not currently exist. Bespoke projects are provided as a fixed based proposal with details scope and deliverables. 

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