Getting in the Groove: a scheduling and email tracking dream!
Tanesha Dixon | TrustRadius Reviewer
June 25, 2020

Getting in the Groove: a scheduling and email tracking dream!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Groove

My understanding is Groove is used across my department, however unsure if used in other areas. My department is student-facing and relies on recurring appointment scheduling between my colleagues and our students.

Problem: my team has different types of appointments students can book, which occur anywhere from 15 min to 1 hour. Scheduling on other platforms did not offer an efficient way for students to choose what fits their needs, and ultimately my team spends more time on calendar management than necessary.
Solution: With Groove, I have 7 different meeting types to manage my ~200 student caseload's needs. I have also given quick tutorials to my teammates to maximize efficiency.

Problem: Needing an efficient way to log/track email communication between student and between other departments.
Solution: Groove being integrated with Salesforce allows my emails to be logged with ease, and makes following an email chain easier for other teammates (in other areas of the department) when following up with the student.
  • Clean format - never feel overwhelmed on the scheduling page, and I have never gotten complaints about the site not working for my students. Scheduling students is always a challenge, and any ways to take challenges away from that process is a win.
  • Editing meeting types - again, I find the UX to be delightful, and don't dread updating or adding meeting types where needed.
  • Time zones - I have students and colleagues across the country, and being able to edit the time zone for the user minimizes confusion. No more "my 2pm or your 2pm?" back and forth.
  • Meeting types - some features I'd love to see updated are: being able to fully edit the meeting title without losing the name of the person booking the appointment (so while I can differentiate what types of meetings I'll have for the day, I still have to click into the invite to see who I'm meeting with. I'd also like the time features to work smoother/more intuitively. I sometimes want to schedule appointments further out in the calendar, and I have to do the math on how many "hours" away I want people to be able to start booking, and then keep updating that every few days.
  • Time zones - I struggle with navigating the time zone list. I never remember which cities correspond to time zones so I put work into looking up places outside EST to figure out what I am changing the timezone too. Students have similarly shared that frustration but I have not had too many hiccups.
  • Syncing to Salesforce - I am unsure how to maximize linking my calendar to Saleforce. Each student will show any appointments made via Groove in their SF history, but I wonder what other ways I can use this feature.
  • Any options to embed a widget into our LMS? This way students intuitively see the Groove icon in a place they spend a lot of their time and do not always have to find my scheduler link.
  • The biggest impact is ease of scheduling across time zones, levels of tech literacy, and student needs. During peak periods (ie. registration, new student orientations) I can have upwards of 25-30 appointments booked in a week and of course, the fewer hiccups, the better.
  • One of our biggest objectives for my department is to provide white glove service, and that requires being available and accessible. Being able to put the onus on the student to schedule their own appointments puts them in control, and frees me up to take care of more important tasks to serve them better.
  • Finally, using Groove helps measure average talk time by employee. On a micro level, I can look at my calendar for the week and see how much of my time will be on the phone. We track this more quantitatively via Salesforce and Talkdesk (our VOIP partner) but at a glance, I can look at my calendar and say "ok I need to increase my talk time" or "I have too many appointments during this time, let me block off the rest of the day."
I did not select Groove for the department, however, I have a lot more flexibility and customization with Groove re: scheduling. I would use the mentioned products occasionally however I largely worked on Outlook, which is a nightmare for students re: scheduling, and necessitated outside products.

I could give even more glowing feedback however I realize my Groove usage is heavily around 2-3 features, and I use it daily.
I've used Groove's support maybe 3 times - all were exceptional. I used the chat feature and I believe a rep followed up with me via email afterwards to ensure I had what I needed. This was especially helpful since I was not doing a great job explaining what I was trying to modify and in turn, that person was initially unclear on how to effectively support.

Do you think Groove delivers good value for the price?

Not sure

Are you happy with Groove's feature set?

Yes

Did Groove live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Groove go as expected?

I wasn't involved with the implementation phase

Would you buy Groove again?

Yes

A good portion of my Groove usage is for scheduling, and takes a lot of guesswork out of appointments and calendar management. I'd recommend this for any administratives who are managing large groups of scheduling. In my past roles, this tool would have worked well for my student leaders and student employees. I like its integration into G Suite, and the synching is pretty smooth. The bonus is that my students' university email is also powered by Google, so I think the functionality works well.

I don't see this feature being suited for people who are attempting to gather consensus on a meeting time, or want to create recurring appointments.

As for email tracking/logging - really helpful for colleagues who do a lot of following up and record keeping, and maybe in a customer service/quality assurance capacity? Nice to be able to quickly reference when an email was opened, or a link being clicked, and while I do not use this feature often, having email templates works well for when I am replying to the same types of questions but doesn't require a mass email via Salesforce.