Fredwin Software (Demo) Ideas Portal
The Customer Care Team can at times spend a lot of time trying to find the correct time zone for a student or school (which is vital to them connecting for sessions) as the time zone options in Monarch are not always descriptive or clear enough to be an obvious selection. Not all locations appear as an option, and they often require conversions or googling to find a correct option. Selecting an incorrect time zone can lead to missed sessions as the practitioner would be logged on at the wrong time to meet with the student, with a bottleneck of our team trying to correct the issue. This issue therefore impacts our internal team as well as the customer and therapists at times. Ideally, we would like to enter the specific address location and then have Monarch auto-set the school/students to the correct time zone.
For example: I have schools in the NWT, who's time zone in Monarch is -07:00 America/Denver but when you google it, you would get Mountain Daylight Saving Time (GMT-6). This can be confusing.
Also keep in mind there are US states that are split between time zones:
IN / KY / TN / FL
ND / SD / NE / KS
MT / OR
AZ has large portion that does not observe DST
CA has a small southern portion that does not observe DST
Canada:
SK does not observe DST
There are small areas in BC that run with MST vs PST
International: Also has some that do not observe DST.
I had this impact customer start up this year where I had to search online to figure out what time zone to choose for a new customer because there was none for Georgia in the selections in Monarch. The time zone I was directed to with online Google searches was GMT -4 but when the practitioner attempted scheduling on Sunday she found they were wrong. She had to contact TE tech support to correct this. Thank goodness June was around. She moved all the school accounts to New York-5, but all the other accounts are still -4 so I have to figure out how to go back and correct these. This is a huge time loss and waste because the time zone feature is so over-complicated right now. I have to enter the time zone for each eHelper, school and student account, so now they are all wrong. Please fix this!