Objective
As a Manager, you want to know how to leverage Coconut to increase customer/member satisfaction while managing your organization’s staff, services, and locations to deliver on key business objectives. Leverage the following info to get you started as a manager in Coconut.
Getting Started
The Manager role has access to all the same areas as the Staff role, with the addition of the Staff and Locations areas of Coconut. They also have increased visibility in certain areas of the platform, such as Insights and Hours.
Manage Staff
From Staff, you can add a new staff member so that you have staff available to facilitate the services offered by your organization, as well as edit an existing staff member’s profile and assignments if their information or availability changes.
For more information on managing staff, please review this article on how to add and edit a staff member.
Manage Hours
From the Hours tab in Coconut, Managers can view and edit business hours, staff working hours, and adjustments.
From Hours, you can manage the working hours for a staff member to ensure that their hours reflect their availability. You can also manage a location’s business hours so that customers/members always have up-to-date information on when the location is open. If a staff member or location’s hours will be changing temporarily, you can add an adjustment to reflect that change for customers/members in the online booking experience.
For a more detailed overview on how to manage hours, please review this article.
For more information on managing staff working hours, please review these articles on how to add and edit a staff member’s working hours.
For more information on managing a location’s business hours, please review this article on how to edit a location’s business hours.
For more information on temporarily adjusting hours, please review these articles on how to adjust working hours for a staff member, and how to adjust a location’s business hours.
Review data using Insights or Reports
Insights can provide important snapshots of data relating to key areas of your business.
From Insights, you can dig into the metrics that matter most to your organization by reviewing insights based on specific parameters provided for appointments. You can compare trends across locations, staff, and services within Insights.
You can also create and schedule reports to be sent to you by email from the Reports area. The custom report option enables you to select from multiple parameters to provide you with the data that matters to you.
For more information on leveraging insights to support your business goals, please review this Insights overview.
For more information on generating reports, please review this article on how to generate a report.
Create a Booking Shortcut
From Shortcuts, you can create a direct link to yours or another staff member’s calendar that is further refined by service, meeting method, and/or location. This minimizes the number of details a client needs to provide during the appointment scheduling process, making the process even more efficient and increasing overall customer satisfaction.
For more information on how to create and when to use booking shortcuts, please review this overview.
Group customer info with Workflows
Managers in coconut can leverage workflows to connect related customer/member and engagements info in a centralized view. Workflows enables you to review all engagement activity related to a customer/member in one place, providing a unified in-app experience similar to a lightweight customer relationship management solution.
For more information on Workflows, please review this Workflows overview, and this article on managing Workflows.
Additional Resources
In addition to this article, Coconut’s in-app guides can provide helpful tips and other information on features available to managers. To review these in-app guides, from the navigation menu, click Guides. Coconut also has Getting Started video content available. To leverage this content in your employee training programs, please reach out to your Customer Success contact.