Multi-location Retail Chains & Service Desks

Boost customer satisfaction with appointment-based service in-store and online

The Challenge

Retailers offering specialized services—like device repairs, financial consultations, or personal fittings—struggle to manage customer expectations without an efficient scheduling tool. Especially across multiple branches, fragmented systems lead to missed opportunities, overbooked staff, and long in-store waits.

The Opportunity

A Caribbean electronics retailer with 25 branches adopted Infini Schedule to manage service desk appointments, handle device drop-offs, and align technician schedules across locations, all while providing a unified customer experience.

The ISG Solution

ISG delivered:
• A location-aware booking portal, embedded on the retailer’s website
• Staff-side scheduling view with real-time technician availability
• Option for customers to select preferred branch, time slot, and service category
• Branch performance reports and capacity analytics per service type
• Integration with CRM to auto-populate customer details and history

Results Achieved

• 26% increase in service desk bookings month-over-month
• 40% improvement in technician utilization rates
• Fewer no-shows thanks to automated email/SMS reminders
• More accurate predictive staffing models across weekdays and holidays

Integration Variables

• CRM sync for pre-filled customer info (Zoho, HubSpot, Salesforce)
• Branch-level time zone support and availability rules
• QR-code check-in at store kiosks for confirmed bookings
• Embedded booking widget for e-commerce checkout or loyalty app