Border & Immigration Agency Case Study
Appointment Reminders 
"Our overall 'no show' figure has reduced by 4%. " Evelyn Flynn, Border and Immigration Agency
The challenge
Public Enquiry Offices (PEO) are situated in Croydon, Birmingham, Liverpool and Glasgow. These are customer facing offices where applicants requiring a UK residence permit may receive a 'same day service'.
PEO's across the UK deal with approximately four to five hundred pre-booked appointments each day. The problems begin when applicants do not attend their appointments. This is where Rapide came in to help.
The solution
To reduce 'no show' customers, it was evident to the Immigration Agency that a customer reminder system was needed.
The system they use is simple. Names and phone numbers of the applicants are added to the Rapide database. A text message is sent to the applicants on the day to remind them of their appointment. The text message includes a phone number to call if they are unable to attend.
By using Rapide's text reminder system, the Immigration Agency were able to reduce their 'no shows', and they found that they were saving both time and money.
Over the last three months, the Immigration Agency have managed to use the text reminder system to reduce the number of 'no shows' by 4%.
Evelyn Flynn, Deputy Group Lead Public Enquiries Officer at the Border and Immigration Agency is pleased with the service from Rapide,
"Rapide were able to offer us as a reminder text service along with a contingency facility which has greatly improved our customer service image.
"The contingency facility has also proved invaluable during unforeseen office closures due to the recent flooding all over England. "
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