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Forum Nokia PRO Success Story
Continued
Scheduling Appointments
One result of this process was the creation of an intelligent-SMS based appointment scheduling process for one of
the dental centers. The new application sent interactive SMS messages out to customers to handle such tasks as:
• Reminding the customer of an appointment
• Allowing the customer to reschedule appointments
• Confirming an appointment
• Proposing an appointment opportunity based upon another customer’s cancellation
• Confirming a new appointment time
In each of these processes, the dental office system sends an intelligent SMS to the customer, and the customer
responds with a simple, one-button choice. The customer’s one-button response then activates the application’s
sending of an SMS back to the dental office.
A particularly useful part of this process is the ability to quickly reassign cancelled appointment times to other
customers. For the customer, there is the benefit of receiving an earlier appointment time, and for the dental
center, there is the benefit of quickly filling the hole in the dental calendar created by the original cancellation.
There is now the option of offering the newly-available appointment time to VIP customers fifteen minutes be-
fore making it available to other customers. “This dental center, which handles more than 10,000 appointments
per year, reduced its percentage of no-shows down from 7 percent to 3 percent,” says Salonen. “At an average
savings per no-show of about 90 euros, this presented them with an annual savings of more than 36,000 euros.”
In addition, the application lessened the demand for the resources needed in the dental center’s call centers. It
enabled them to manage peak demands in a more efficient fashion, and reduced the amount of manual work
and the total number of errors. It improved upon an older system that had long queues for scheduling appoint-
ments and lacked scheduled follow ups, recalls, or alerts for cancelled appointments.
“Forum Nokia PRO has introduced BookIT to global partners
like Accenture, Electronic Data Systems (EDS), Proha Plc,
and Nokia Networks.”
Motiwell’s Application in Healthcare
This type of intelligent SMS application is clearly not limited to the dental field. Motiwell, a Finnish healthcare
company, has implemented the BookIT Intelligent SMS solution to monitor well-being of personnel at work
in organizations. The application is tailored to the individual needs of the personnel in the organization. The
application presents, for example, periodic questions about a user’s mood to those going through challenging
projects or a major restructuring of the organization. It also is configured to ask questions about conditions from
those working in potential environmental hazard areas. In so doing, the application maintains the one-button
response mechanism for ease of use.
“Typically it is a huge challenge for us to collect information from employees and patients participating in
healthcare surveys. It can take days or weeks and the response rate can still stay low,” says Matti Tiusanen, CEO at
Motiwell Oy. “With the BookIT Intelligent SMS solution we have obtained excellent results. In a recent case with
more than 500 participants, the response rate was 79 percent during the first day.”
“There are many opportunities for intelligent SMS in the healthcare industry, and they go way beyond appoint-
ments applications,” says Salonen. “There are applications in which people have chronic diseases and require
heavy communication and monitoring. There are applications in monitoring the side effects of new medications,
and in monitoring the success of treatment and quality of service that people receive.” These types of follow-on
applications also provide business opportunities for systems integrators and operators.
Developers interested in Forum Nokia PRO go to www.forum.nokia.com/pro.
Appointment proposal
Appointment reminder
Appointment confirmation
Nokia and BookIT
“Working with Forum Nokia PRO has been
very rewarding for BookIT,” says Salonen.
“The collaboration with Nokia has helped
BookIT in analyzing enterprise ROI cases
and expanded our business in international
markets by introducing us to global partners
like Accenture, Electronic Data Systems (EDS),
Proha Plc, and Nokia Networks.” He says that
Forum Nokia PRO has also invited BookIT to
invitation-only events such as the Amsterdam
Enterprise Summit in 2004.
“Forum Nokia PRO membership has also
given BookIT access to new Series 40, S60
and Series 80 prototype handsets that are
not available to ordinary developers,” says
Salonen. This has allowed BookIT to develop
new software that takes advantage of the
new advanced features of new and future
Nokia Phones as they appear.
Copyright © 2005 Nokia Corporation. All rights reserved. FP11005
www.nokia.com/developer