When we called Studio 31 to chat about our Forms feature, a cheerful voice answered the phone with “It’s a great day at Studio 31, you’re speaking with Kaaren”. It was immediately clear that Studio 31 puts a lot of care and love into their client experience.
Kaaren told us that they had been looking for a paper free, tidier alternative to traditional paper forms, so they had already been using another digital platform to complete consultation forms. When they were offered early access to Kitomba’s Forms feature as part of a beta group they made the switch right away.
Getting started with Forms
Kaaren described recreating their forms in Kitomba as being really straightforward: “It was just a matter of copying and pasting from our existing consultation documents. It didn’t really take long for staff to adjust, and it was great to bring the forms into Kitomba instead of using a secondary digital or paper system. Now it’s much easier to locate completed consultation forms for an individual client and to update the master forms whenever we need to.”
Forms are a big part of everyday processes at Studio 31 Kaaren explained, “All clients fill them out during consultation, staff use them during consultations and they’re completed in the waiting room when clients are early. Every chance we get we’re filling out forms!”
Using Kitomba Forms has become such a normal part of business at Studio 31 that they’ve been creating even more forms to help their staff and clients to record information. Kaaren said, “It’s so easy to create and update the forms that we have forms for just about everything now!”
The benefits of using Kitomba Forms to gather and store client information
Studio 31 has multiple locations and their clients often visit more than one, so it’s important to Studio 31 that their clients always receive the same amazing experience no matter where they go. “Having the forms saved to Kitomba means we don’t have to send files around when clients are visiting different locations and they don’t have to have another consultation.”
With multiple locations and a large client base, going digital has had many other benefits for Kaaren and the team including reducing admin and saving space. She said, “Now we don’t have to worry about forms being lost or destroyed or getting rid of them after two years or something like that. They take up no space, so we don’t have to worry about filing cabinets! It seems like a small thing but it makes a huge difference.”
How staff and clients adjusted to the new system
We asked Kaaren how her other team members and clients were liking using Kitomba Forms. She said that the staff at Studio 31 ”love how it makes them accountable for their clients’ needs. It helps them to understand what their needs are and keeps them one step ahead of everyone else when it comes to fulfilling them.”
Clients are getting used to the new technology too. Kaaren explained that their younger and more tech savvy clients find it really easy to use the new system and are able to work through forms in the waiting room before their appointments. They’ve noticed that some of their older clients and clients who have less experience with mobile devices such as tablets find it easier to use a stylus rather than their finger to complete the forms, plus there’s always a Studio 31 staff member available to help them if they need it.
Kaaren shared some advice for other Kitomba customers: “If you have Kitomba Forms as a part of your package and you already have a consultation process, then you’ve got nothing to lose by trying it out. It’s a no brainer, it makes it easier. And if people insist they need some sort of paper you can still print the forms from a desktop, so it’s the best of both worlds.”
To see more tips on creating the best overall client experience, visit our Client Experience Guide.