Challenge
Freedom Solutions run trials with each client so they can test the customised bikes/trikes best suited to their needs. These trials are hosted by different product specialists across several locations in Victoria and New South Wales. Booking these trials requires coordinating the team availability and the particular requirements of each trial type with a time suitable for the client.
They were previously managed via email chains and manual calendar entries with an external scheduling app that did not sync with Salesforce, with no consistent system for availability, confirmations, or automated updates in Salesforce. This often led to double bookings and inconsistent communication with clients.
The system caused high admin overhead for staff as the tracked event types, tried to ensure correct follow-up, and kept Salesforce records accurate, creating delays and increasing the risk of errors.
Solution
Blaze Your Trail designed and implemented a custom Calendly–Salesforce integration to support Freedom Solutions’ multi-location operations.
Calendly event types (metro, non-metro, in-home, fittings) were set up with a Round Robin model to automatically assign bookings to the next available specialist. User groups by state and region improved visibility and internal organisation, while custom workflows now send confirmations, reminders, and location-specific instructions by email and SMS.
Calendly was linked with the product specialists’ calendars to prevent double bookings, and integrated with Salesforce so service and fitting dates update automatically. Custom Salesforce calendar views give each region clear visibility of scheduling across the team.
Benefits
Improved Scheduling Accuracy
Real-time calendar syncing and automated assignment prevent double bookings and ensure even distribution of trials among specialists.
Consistent Client Communication
Automated emails and SMS reminders reduce no-shows, confirm key details (including custom locations), and reinforce important requirements such as therapist attendance.
Reduced Admin Workload
Staff no longer need to manually reconcile bookings in Salesforce — event dates and cancellations update automatically.
Better Team Coordination
Custom Salesforce calendar views and grouped users make it easy for teams across regions to see availability, share calendars, and cover absences.
In their own words..
Another major Salesforce project seamlessly delivered by the highly competent and professional team at Blaze Your Trail. From scoping to handover documentation, this team did an exceptional job.
Scott Miller
CEO, Freedom Solutions
You can view and print the Freedom Solutions Case Study here.
