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Case Studies.
Delivering Outcomes.

Automation that delivers real business value.

Case Study 1

Case Study 2

Case Study 3

Woman in Field

Our Process:

When we began analysing the appointment workflow, we focused on how the team operated in real conditions — not how software expected them to. We looked at how consultants managed their diaries while travelling, how clients submitted requests, and how the business tracked (or didn’t track) client information.
 

It became clear that the solution needed to be:

  • Flexible enough for consultants to approve appointments manually

  • Structured enough to capture clean, reliable data

  • Smart enough to prevent duplicate client records

  • Simple enough for clients to use without friction
     

We mapped the entire appointment journey, from the moment a client made an enquiry to the point a consultant completed the appointment. This allowed us to identify where automation should take over and where human interaction was essential.
 

The Questions We Asked Ourselves:
 

As we worked through the existing process, we asked ourselves:
 

  • How do we prevent appointments from dropping into calendars before consultants have confirmed availability?

  • How do we let consultants research clients before approving appointments?

  • How do we capture reliable CRM data from the very first interaction?

  • How do we prevent duplicate client records when names are entered differently?

  • How do we give consultants the ability to approve or reject appointments with personalised messages?

  • How do we ensure rejected appointments are followed up quickly and professionally?

  • How do we build something that can grow into a full CRM later?

  • How do we give managers visibility without exposing confidential information?
     

These questions shaped the architecture of the final solution.

The Solution:
 

We designed a hybrid appointment system using Microsoft Forms, SharePoint, and Outlook automation giving the business full control over data, workflow, and future scalability.
 

Client Appointment Request Form

We created a branded Microsoft Form accessible via a clickable link on the company website. Clients could submit appointment requests quickly and easily.
 

Smart CRM Foundation

We built a custom CRM database in SharePoint capturing:

  • Company name

  • Contact name

  • Contact position

  • Telephone

  • Email

  • Company address

  • Industry

  • VAT registered (Yes/No)

  • Staff size
     

The CRM included intelligent logic to prevent duplicate entries, even if clients typed their company name in different formats (caps, no caps, spacing variations). This ensured clean, reliable data from day one.
 

Appointment Capture Database

Every form submission also fed into a separate Appointment Capture database.

This allowed the business to track:
New appointment requests

  • Approved appointments

  • Rejected appointments

  • Follow‑up actions

  • Consultant response times
     

Consultant Approval Workflow

When a client submitted an appointment request:
 

  1. The field team received an automated email with all the details.

  2. Consultants checked their calendars manually, the essential human step.

  3. Consultants also had time to research the potential client, understand their business, and prepare properly.

  4. If available, they approved the appointment and could add a personalised message.

  5. The system automatically populated their Outlook calendar with:

    • Appointment time

    • Location

    • Client details

    • Consultant contact information

    • A note advising the client to contact the consultant directly for changes
       

If the consultant couldn’t accept the appointment:

  • They sent a rejection email with a pre‑written message explaining that a team member would be in touch to rearrange.

  • This ensured professionalism and avoided clients feeling ignored.
     

Manager Oversight

Managers could monitor all appointments through SharePoint:

  • Approved appointments

  • Rejected appointments

  • Follow‑up activity

  • Consultant response times
     

If a rejected appointment wasn’t followed up within 8 hours, the system automatically sent:

  • An email reminder

  • A Teams notification
     

This ensured no client was left waiting.
 

Why We Didn’t Use Microsoft Bookings

We advised against MS Bookings for several reasons:

  • No control over data structure

  • Limited ability to analyse lead quality

  • No intelligent duplicate prevention

  • No hybrid approval workflow

  • No ability to future‑proof data for CRM expansion

  • No consultant‑controlled approval step

  • No custom follow‑up logic or manager oversight
     

A bespoke system gave the business full control, better data quality, and the ability to scale.

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The Results:
 

The new hybrid appointment system transformed the way the consultancy managed client consultations.
 

Operational Improvements

  • Consultants regained control over their calendars.

  • No more automatic appointments needing rearrangement.

  • Consultants could research clients before confirming.

  • Rejected appointments were followed up consistently and on time.
     

Data Quality Improvements

  • The business finally had a clean, structured CRM foundation.

  • Duplicate client records were eliminated.

  • Lead quality could be monitored and improved.

  • Data became usable for future analytics and reporting.
     

Client Experience Improvements

  • Clear, professional communication at every stage.

  • Accurate confirmations and respectful rejections.

  • Calendar invites with complete details.

  • Clients felt informed and valued.
     

Management Visibility

  • Real‑time oversight of all appointments.

  • Automated reminders ensured accountability.

  • Reliable audit trail for consultant activity.
     

Strategic Impact

  • The system created a foundation for a full CRM project in the future.

  • Improved data control and process efficiency.

  • Balanced automation with human connection.

  • Supported future digital transformation projects.

The Case Study #2

Hybrid Appointment System for Field‑Based Consultants

The Challenge:
 

A consultancy business approached us with a problem that was creating confusion, unnecessary admin, and a poor client experience.

They were using built‑for‑purpose appointment software, but none of the available solutions accounted for the realities of how their field team actually worked.
 

Consultants were often travelling, unable to confirm appointments immediately. Clients would book appointments through the software, these appointments would drop straight into calendars, and then the team would later need to rearrange them — creating duplication, frustration, and extra work.
 

The business needed an appointment system that respected automation but also recognised that human interaction is sometimes essential, especially when consultants need time to:
 

  • Check their calendars properly

  • Research the potential client

  • Understand the client’s business

  • Prepare for the consultation
     

During our review, we discovered another major gap: the company didn’t have a dedicated CRM database. For a consultancy reliant on repeat appointments, follow‑ups, and long‑term client relationships, this was a critical missing piece.
 

They needed an appointment system that:
 

  • Allowed clients to request appointments

  • Gave consultants control over approving or rejecting them

  • Prevented calendar chaos

  • Captured clean, structured client data

  • Supported future CRM development

  • Balanced automation with human decision‑making
     

This was not something off‑the‑shelf software could deliver.

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