How Bosch Rolled Out On My Way Across Europe
Bosch Home Comfort Group took On My Way multi-country — live across Germany, Austria and the Netherlands on IFS Planning & Scheduling Optimisation. Self-service confirmation reached a 60–65% confirmation rate and cut ETA-related calls by 35%, with no change to the underlying scheduler.
At a glance
60–65%
Appointment confirmation rate
35%
Reduction in ETA/location calls
3
Countries live: DE, AT, NL
4–6 wk
Typical time to go live
The branded On My Way experience, localised across three countries on top of IFS PSO.
Bringing a consistent customer experience to three countries
Bosch Home Comfort Group ran field service across Germany, Austria and the Netherlands on IFS Planning & Scheduling Optimisation (PSO). Appointment confirmation still leaned heavily on outbound calls — expensive to run at scale and inconsistent from one country to the next.
The group wanted customers to confirm, track and rebook their own appointments in their own language, with one coherent experience across all three markets — without disturbing the IFS scheduling that already coordinated the workforce.
Three pressures on a multi-country rollout
Call-based confirmation
Confirming appointments by phone across three countries was costly and hard to scale.
Inconsistent experience
Each market handled customer communication differently, with no single branded standard.
Language & localisation
Customers in DE, AT and NL expected to self-serve in their own language.
How On My Way fits Bosch’s European architecture
Your WFM
IFS PSO
Keeps doing scheduling, dispatch and work orders — unchanged.
Middleware
On My Way
Syncs appointments via API and surfaces a branded customer layer.
Your customers
Self-service & tracking
Live ETA, rebooking, notifications and feedback — no app to install.
The solution
One branded, multi-language layer on top of IFS PSO
On My Way connected to IFS PSO and surfaced a branded, localised customer experience in each country. Appointments, work orders and technician status sync via API, so IFS keeps optimising the schedule exactly as before.
Customers confirm, track and rebook their own appointments in their own language, with automated notifications replacing outbound confirmation calls — rolled out consistently across Germany, Austria and the Netherlands.
The On My Way experience across all three markets
Self-service confirmation
Customers confirm their own appointment online — lifting confirmation rates and removing outbound calls.
Real-time tracking
A live ETA driven by IFS PSO status, localised for each market.
Multi-language notifications
Automated, branded SMS and email in the customer’s own language.
Self-service rebooking
Customers move their own appointment to a better slot, reducing missed visits.
Feedback on every visit
A consistent feedback channel across all three countries.
Contact-centre view
Agents in each market see the same live status the customer sees.
How the rollout worked
Connect to IFS PSO
On My Way linked to IFS Planning & Scheduling Optimisation via API — appointments, work orders and technician status flowing automatically.
Localise per market
The branded experience, notification rules and language were configured for Germany, Austria and the Netherlands.
Roll out country by country
On My Way went live across all three markets on top of the existing IFS scheduling, with no rip-and-replace.
Built for a multi-country enterprise, with zero disruption to IFS
On My Way reads from IFS PSO and never becomes the system of record — IFS stays the source of truth in every market.
SSO via Microsoft Entra ID
Single sign-on with role-based access for teams across all three countries.
Passcode-protected tracking
Customer tracking links are passcode-protected, so appointment details stay private.
Encrypted in transit
Data moving between IFS PSO and On My Way is encrypted end to end.
GDPR & works-council ready
Built to meet GDPR and European works-council requirements out of the box.
Multi-language by design
One platform serving German, Austrian and Dutch customers in their own language.
No change to scheduling
Dispatchers keep working in IFS PSO exactly as before.
The results
- 60–65% appointment confirmation rate through self-service.
- 35% reduction in ETA/location-related calls.
- A consistent, branded, multi-language experience across Germany, Austria and the Netherlands.
- Continuous, feedback-driven improvement — with no change to IFS PSO scheduling.
The On My Way guarantee
Hit 35% call deflection in 90 days — or we work for free until you do.
The same customer-experience layer behind Bosch’s multi-country rollout, backed by a performance guarantee.
Book a demo →Frequently asked questions
Which scheduling system does this run on?
Bosch Home Comfort Group runs On My Way on top of IFS Planning & Scheduling Optimisation (PSO), connected via API. The same approach works with other major WFM platforms.
What does the 60–65% figure refer to?
It is the share of appointments confirmed by customers through self-service, rather than by outbound phone calls.
How does the multi-country, multi-language rollout work?
One On My Way platform is localised per market — branding, notification rules and language configured for Germany, Austria and the Netherlands.
Did it disrupt the IFS schedule?
No. On My Way reads from IFS PSO and writes back self-service changes via API; dispatch and optimisation keep running unchanged.
How long does it take to go live?
Typically 4–6 weeks per deployment, layered on top of the existing IFS scheduling.
Can we get similar results on our WFM?
On My Way is WFM-agnostic and connects via API. Book a demo and we will map the approach to your operation, backed by the 35% call-deflection guarantee.
Built for your industry
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Explore a multi-country deployment
See how On My Way layers a branded, multi-language customer experience on top of IFS PSO — with a 35% call-deflection guarantee in 90 days.