JRNI’s Vice President of Partnerships, Amy MacIsaac, recently sat down with Chad Duggan, founder and CEO of bookinglab to discuss their business, the future, and a look inside the Lab.
Who are bookinglab?
MacIsaac: As a longtime partner in the government market, tell us a bit about who bookinglab is and what you bring to the market.
Duggan: The public sector is and always will be our bread and butter. We understand its complexities, its unique demands, and its pain points to ensure an unmatched customer experience. Working with JRNI, we can leverage our expertise to provide the public sector with truly bespoke enterprise solutions, delivering channel shift programs by providing booking and appointment services that are both cost and time-efficient. That’s a powerful partnership if you ask us!
We know it is a common cliché, but our customers really are at the heart of everything we do. We are passionate about providing personalized, user-friendly booking experiences that enable our clients to improve back-office efficiency and build lasting relationships with their customers. Innovation is our lifeblood; our driving force, and working alongside JRNI we are laser-focused on finding new ways to revolutionize both bookable services and online appointment scheduling.
Over the last 18 months, we have certainly earned our stripes! Using JRNI’s leading technology stack, we consistently provide our public sector clients with industry-leading integration support, full system configuration, and organizational-wide rollout services. Our efforts in this sector during these unprecedented times has matured our relationships with customers. So much that we have been able to extend our service offering, and for the second year running, we have successfully listed our JRNI services on the G-Cloud 12 government digital marketplace.
MacIsaac: What made JRNI appeal to you as a partner for growing your business?
Duggan: For us, JRNI was the obvious choice! Their extendable platform provides us with the flexibility we need to meet a diverse range of client requirements, both on time and to budget. Their broad technology offering, and uncompromising accessibility-first ethos ensure that we can provide our customers with a fully configurable, omnichannel experience that prioritizes both front and back-end usability. Importantly for us, the JRNI platform is both robust and secure. With high availability, and strict compliance with a multitude of leading security certifications, including ISO27001, we can guarantee our public sector clients that all-important peace of mind.
“JRNI have an unrivaled partner support network, their rapid response time and continued technical support ensures that our team are agile and efficient when dealing with complex customer queries. By working closely with JRNI’s development team, we can offer solutions that continuously push the boundaries of innovation, meeting and surpassing the expectations of our customers. All in all, the future is bright! We are excited to continue to work with JRNI to provide our customers with industry-leading solutions that enable them to improve their operational efficiency.”
Chad Duggan, Founder and CEO, bookinglab
A constantly evolving relationship
MacIsaac: How do you work with JRNI?
Duggan: This true sense of collaboration is what drives us on our mission to establish the JRNI platform as a leading technology provider in the public sector. We work in unison to meet the individual needs of each customer, whether that be a full digital transformation or a smaller scale implementation. Due to the close working relationships we maintain with our clients, we can provide JRNI with first-hand insights into the experiences of our public sector users, helping us to influence JRNI’s product roadmap to ensure a process of continual innovation that is designed exclusively with our customers’ in mind.
Our technical expertise enables us to work alongside JRNI to integrate additional applications into their already expansive platform, helping to ensure an exceptional experience for all users. A recent example of this is our Elevate Spatial Application, which we developed to empower organizations with mobile workforces to increase their efficiency by integrating geospatial scheduling algorithms into the existing JRNI platform.
Don’t just take our word for it
MacIsaac: What types of customers are you currently supporting through this partnership?
Duggan: Kent County Council commissioned bookinglab to design a bespoke booking solution that would enable council staff to manage a variety of services, across nine locations. Working closely with both JRNI and Kent County Council, we were able to devise a solution that now autonomously completes hundreds (and at peak thousands) of transactions each month, freeing back-office staff to focus on what really matters, serving the public!
“Our booking system gives us complete control, ensuring that our resources are used in the most efficient way. Customers are able to self-serve and are no longer subject to restrictions around office opening hours and admin heavy processes. Moving bookings online has enabled us to increase our digital presence and to channel shift customer information to other online streams, revolutionizing the way we interact with customers.”
Helen Page, Interim Head of Countryside and Community Development, Kent County Council
Following this great outcome, we were eager to further support Kent County Council in their digital transformation journey. Thanks to JRNI’s multi-site, multi-service booking capabilities the team were also able to provide an integrated booking solution to autonomously manage 18 Household Waste Recycling Centres located across the County. Since going live, the solution has facilitated the successful completion of over 90,000 transactions each month, providing an ideal solution to manage safety during the re-opening of HWRC’s.
To learn more, visit bookinglab.
About the author
The JRNI team is made up of product, customer, and technical experts who are focused on driving personalized experiences - for our customers, and for theirs. The JRNI blog enables us to dive into how retail and financial organizations can use personalized experiences to grow profitability, build stronger customer relationships, and drive customer loyalty.
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