Six locations, six different scheduling systems, and a call centre translating between them. The brief was one booking flow for patients and one calendar for staff, delivered without a freeze on appointments.
Approach
We migrated one location at a time. Each location ran old and new in parallel for two weeks, with a sync in between, and only cut over once the new flow had handled a full cycle including cancellations and no-shows.
Result
Booking now takes a patient under a minute, and the call centre handles scheduling exceptions rather than routine appointments.