The global support department of the travel and expense management SaaS company is responsible for providing support and product training to customers via client administrators. The team was managing incoming requests for training using Outlook, Excel, and email. As these tools don't integrate with each other, booking appointments was highly manual, unscalable and open to errors. Both customers and client administrators were dealing with long wait times as there were multiple appointment initiation points that had to be monitored. Besides the service phone number, clients were also able to request an appointment from many locations on the website and within the customer portal. The company wanted to improve wait times by reducing the number of appointment initiation points. They also

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