Laney guide for organization administrators
Learn every Laney feature for customer service, reservations, sales, websites, marketing, and team operations.
This guide is for organization administrators who configure and operate Laney. Start with Start administering Laney for your first setup. Otherwise, select the area for your task.
Business value from Laney
Laney connects customer questions, reservations, purchases, and follow-up work. The goal is not to configure isolated features. Laney preserves context between customer actions and gives operators one shared record for decisions.
| Business goal | Connected features | Operating change | Measure |
|---|---|---|---|
| Improve response quality | Channels, conversations, AI, and forms | Preserve context and define when an agent intervenes. | First response time, agent handoffs, and completion rate |
| Protect reservation opportunities | Availability, reservations, and customers | Offer valid times and continue the customer relationship. | Reservation conversion, capacity use, cancellations, and no-shows |
| Create consistent selling | Products, promotions, and payments | Offer the same price and benefit for the same conditions. | Quotes, completed payments, and promotion uses |
| Connect marketing results | Website, campaigns, and attribution | Trace acquisition to customers, reservations, and payments. | Leads, reservations, and completed payments by channel |
| Scale operations | Dashboard, automations, and roles | Standardize repeated work and control branch access. | Manual actions, automation failures, and access exceptions |
Select measures that match your organization and reporting period. Laney records and connects results. It does not promise a specific revenue increase or cost reduction.
End-to-end examples
These synthetic scenarios show how features connect inside a customer journey.
Example 1: A multi-branch clinic consultation
A customer asks about a treatment on Instagram. AI answers basic questions. A secure form collects sensitive details. The customer selects a branch and visit purpose. Availability then offers a time within capacity.
An agent takes over only when needed and confirms the reservation. After the visit, the operator marks it complete and connects the payment. The administrator can trace the campaign to the completed payment through one customer record.
Useful measures include first response time, form completion, consultation reservations, and branch capacity use.
Example 2: A multi-branch education provider
The provider reuses course content on Korean and English websites. Each question routes to the correct course and branch. Branch hours and capacity control consultation reservations. An automation closes old pending reservations.
Head office members can view the organization. Branch operators can access only their branch. Useful measures include course inquiries, branch conversion, pending reservations, and automation failures.
Example 3: A studio selling memberships and single visits
The studio publishes single visits, monthly memberships, and bundles. A promotion provides a first-month benefit for a defined period and audience. A completed sale connects the product, promotion, and campaign attribution to the customer.
The studio sends follow-up messages only through allowed channels and times. Useful measures include quotes, completed payments, promotion uses, and customer conversion by channel.
Customer service
Reservations and customer data
Sales and growth
Settings and operations
Understand page labels
| Badge | Use it when you need to |
|---|---|
| Tutorial | Learn a feature and produce a verified result |
| How-to | Complete a task that you already understand |
| Reference | Look up settings, options, and exact behavior |
| Explanation | Understand how several settings work together |
Each page shows its verification date and owner. When the product differs from this guide, send the checks from Troubleshooting through your customer support channel.