Pro Infirmis shows: Digital appointment booking is becoming standard in social counseling

Initial situation: When scheduling appointments becomes a test of patience

Before Calenso was introduced, appointments at Pro Infirmis were made in the traditional way by phone or email. In practice, this meant:

• Multiple call attempts and callbacks
• Mailbox messages without direct contact
• Long email threads with suggested dates
• Sometimes several weeks until an appointment can be made

Especially with external specialist departments or clients who were not immediately available, finding a suitable appointment quickly turned into an inefficient back-and-forth process.

Challenge: Low-threshold access and efficient internal processes

For the association, it was clear that a modern solution had to be able to do two things at once:

1. Enabling easy access for clients: Manypeople find themselves in stressful situations. Digital appointment booking, without the need for initial contact by phone, makes things easier in this regard.
2. Reduce the organizational burden on employees: Scheduling , resource management, and coordination between multiple locations should become easier and more transparent.

"My record was three weeks until we found an appointment." – Patrick Lautenschlager, Head of the Pro Infirmis Basel Counseling Center

The switch to Calenso: A link instead of an endless loop

Today, scheduling appointments is much more structured. If a person cannot be reached by phone, the next step is clear: a Calenso booking link.

External specialist agencies, new clients, and existing contacts book their appointments independently online and with binding commitment.

The result:

• Around 80% of appointments are booked directly by the patients themselves.
• All appointments are automatically recorded in the calendar.
• No more need for multiple follow-ups
  

Many clients are now familiar with the process and actively ask for the booking link.

Calenso in everyday work: Structured integration and practical use

Calenso is now firmly established in Patrick Lautenschlager's daily work and supports various key processes in his consulting work.

Collaboration with external specialist agencies
If external specialist departments cannot be reached by telephone, the appointment scheduling process is not delayed any further. Instead of making further calls, a Calenso booking link is sent, which can be used to select the appointment independently and make a binding booking. The appointment then appears automatically in the calendar—without any further coordination effort.

Intake of new clients
Calenso also plays an important role in initial contact with new clients. If a person cannot be reached by phone, contact is made by email with an appointment link, if possible. If no email address is available, it is specifically requested in order to continue the appointment scheduling process seamlessly.

"We are also seeing increasing changes in behavior among clients themselves: many now proactively contact us and ask directly for a booking link. They then book the appointment themselves, and it is automatically added to the calendar." – Patrick Lautenschlager, Head of the Pro Infirmis Basel Counseling Center

Flexible appointment booking for a complex work reality

Social work at Pro Infirmis does not take place at a fixed location. Employees work at various locations, from home, or by telephone. This reality posed particular challenges for appointment booking.

At first, Calenso's default logic wasn't ideal for the team, as all time slots were automatically bookable unless they were explicitly blocked. This led to internal feedback and a need for adjustments.

Together with Calenso, a solution was then developed that enables situation-appropriate control:

• In-person appointments only at suitable locations
• Phone appointments while working from home
• Combination of several categories for different contexts

This adjustment made it possible to use Calenso realistically and in everyday situations.

From testing to nationwide use in Switzerland

Calenso was initially tested at individual locations and then rolled out across Switzerland. Patrick Lautenschlager made a conscious decision to thoroughly test the tool and actively help shape it before it was rolled out nationwide. After the adjustments were made, a clear effect became apparent: acceptance increased significantly not only in Basel, but also at other locations. Employees who were previously critical are now enthusiastic about the Calenso appointment booking solution.

Less frustration, clearer processes

When asked what has changed most since Calenso was introduced, the answer is clear:

"My frustration tolerance is no longer needed." – Patrick Lautenschlager, Head of the Pro Infirmis Basel Counseling Center

Today, most contact persons use the appointment link directly. In some cases, a brief explanation is still necessary, especially for people with little experience in online appointment booking. Special cases from the early days, such as multiple bookings, have been resolved through targeted adjustments.

Internal introduction and training

Patrick Lautenschlager actively supported the rollout and took charge of training employees in German-speaking Switzerland. This included:

• Training courses for teams
• Step-by-step instructions
• Assistance with setup

"The wide range of options offered by Calenso makes setup a little more complex, but then enables very precise and reliable use in everyday life." –Patrick Lautenschlager, Head of the Pro Infirmis Basel Advice Center

Conclusion: Getting involved makes all the difference

For Patrick Lautenschlager, Calenso is now an integral part of his daily work. He particularly appreciates the opportunity to actively influence its further development.

"When technical innovations arise, it is beneficial to participate in the project group. This allows you to contribute to the design process and ultimately work in the manner that best suits your needs."– Patrick Lautenschlager, Head of the Pro Infirmis Basel Counseling Center

A conclusion that shows: Digital appointment booking is most effective when it is developed in collaboration with the people who work with it on a daily basis.