How Brinks Home Transformed Customer Communication With On My Way
Brinks Home, a leading home security provider, installs and services security systems in customers’ homes. By giving customers live tracking, self-service and pre-visit tools, Brinks cut ETA calls by 34% and improved first-time fix by 25%.
At a glance
34%
Reduction in ETA calls
25%
Improvement in first-time fix
Brinks Home and On My Way
See how Brinks Home uses On My Way to keep customers informed and improve first-time fix on home security visits.
Trust and first-time fix in home security
Home security visits carry a particular weight: customers are letting a technician into their home to work on the system that keeps them safe. They want to know exactly who is coming and when — and they want the job done right the first time.
With wide appointment windows and a high volume of “where is my technician?” calls, Brinks Home wanted to give customers confidence and cut avoidable contact-centre demand — without changing how visits were scheduled.
Three pressures on home-security service
High ETA call volume
Wide windows drove a heavy volume of “where is my technician?” calls.
Trust at the door
Customers want certainty about who is entering their home, and when.
First-time fix matters
A failed first visit means a security system left unfinished and a repeat truck roll.
How On My Way fits Brinks’ architecture
Your WFM
Your scheduler
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
Confidence for the customer, context for the technician
On My Way connected to Brinks’ scheduling via API and gave customers a live, branded tracking experience — a real-time ETA, automated notifications and self-service rebooking — so they always know who is coming and when.
Pre-visit notes and photos give technicians the context to complete the job first time, while the contact centre sees the same live status the customer sees — deflecting avoidable ETA calls.
The On My Way experience Brinks put in front of its customers
Real-time technician tracking
A live ETA so customers know exactly when the technician will arrive.
Verified visit details
Customers can confirm who is attending before opening the door.
Self-service rebooking
Customers move their own appointment to a slot that suits them.
Automated notifications
Branded SMS and email confirmations and reminders for every visit.
Pre-visit notes & photos
Context shared ahead of the visit so technicians fix it first time.
Contact-centre view
Agents see the same live status as the customer, deflecting ETA calls.
How the deployment worked
Connect via API
On My Way connected to Brinks’ scheduling — appointments and technician status flowing automatically.
Configure the experience
The branded tracker, verified visit details, notification rules and pre-visit tools were configured to Brinks’ service model.
Go live
On My Way launched for installation and service visits on top of the existing scheduler, with no disruption to dispatch.
Built for visits to the customer’s home
On My Way reads from Brinks’ scheduling and never becomes the system of record — the existing scheduler stays the source of truth.
Passcode-protected tracking
Customer tracking links and appointment details are passcode-protected.
Verified visit details
Customers can confirm the appointment and who is attending before opening the door.
Encrypted in transit
Data moving between Brinks’ scheduling and On My Way is encrypted end to end.
SSO via Microsoft Entra ID
Single sign-on with role-based access for the Brinks team.
Privacy by design
Only the data needed to power the customer experience is shared.
No change to dispatch
Schedulers keep working exactly as before.
The results
- 34% reduction in ETA calls into the contact centre.
- 25% improvement in first-time fix.
- Customers given certainty about who is visiting, and when.
- Delivered on top of the existing scheduler — no change to dispatch.
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 Brinks Home’s results, backed by a performance guarantee.
Book a demo →Frequently asked questions
What do the 34% and 25% figures refer to?
34% is the reduction in ETA-related contact-centre calls; 25% is the improvement in first-time fix, after customers were given live tracking, self-service and pre-visit tools.
How does On My Way build trust for home visits?
Customers get a live ETA and can confirm who is attending through passcode-protected, verified appointment details before opening the door.
Did On My Way replace Brinks’ scheduling?
No. On My Way sits on top of the existing scheduler via API and adds the customer-facing layer. Dispatch is unchanged.
How is first-time fix improved?
Pre-visit notes and photos give technicians the context — access details, system information — to complete the job on the first visit.
How long does it take to go live?
Typically 4–6 weeks, layered on top of the existing scheduling system.
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
Get results like Brinks Home
See how On My Way builds customer trust and improves first-time fix on home visits — with a 35% call-deflection guarantee in 90 days.