How E.ON Improved First-Time Fix by 19% With On My Way
E.ON, one of Europe’s largest energy providers, depends on getting field jobs done on the first visit. By giving customers pre-visit tools and a clear, trackable appointment, E.ON improved appointment-based first-time job completion by 19%.
At a glance
19%
Improvement in first-time job completion
0
Changes to the existing WFM
The customer-facing On My Way experience for E.ON energy visits.
First-time fix is everything in utilities
For an energy provider, a failed first visit is expensive: a second truck roll, a delayed resolution and a frustrated customer. Many utility jobs depend on access — someone being home, the right information to hand, the technician arriving prepared.
E.ON wanted to lift first-time job completion by making sure customers were ready for the visit and by giving them a clear, trackable appointment — without changing the workforce management system coordinating the field teams.
Three pressures on utility field service
Access-dependent visits
Jobs fail when no one is home or the property isn’t ready for the technician.
Costly repeat visits
Every job not fixed first time means a second truck roll and a delayed resolution.
Preparation gaps
Technicians arrive without the context — notes, photos, access details — to finish in one go.
How On My Way fits E.ON’s 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
Arrive prepared, fix it first time
On My Way connected to E.ON’s scheduling via API and gave customers a clear, trackable appointment with a live ETA — so they know when to be home and ready.
Customers can share pre-visit notes and photos — access details, error codes, site images — so the technician arrives with the context to complete the job on the first visit. Dispatch keeps running in the existing WFM.
The On My Way experience E.ON put in front of its customers
Pre-visit notes & photos
Customers share access details, error codes and site photos so technicians arrive prepared.
Real-time technician tracking
A live ETA so customers are home and ready when the technician arrives.
Automated notifications
Branded SMS and email reminders that improve attendance for access-dependent visits.
Self-service rebooking
Customers move their own appointment to a time they can guarantee access.
Feedback on every visit
A direct feedback channel after each job.
Contact-centre view
Agents see the same live status as the customer.
How the deployment worked
Connect via API
On My Way connected to E.ON’s scheduling — appointments and technician status flowing automatically.
Configure pre-visit tools
Pre-visit notes and photo capture, notification rules and the branded tracker were configured to E.ON’s service model.
Go live
On My Way launched on top of the existing WFM, with no disruption to scheduling.
Enterprise-ready for a regulated utility
On My Way reads from E.ON’s scheduling and never becomes the system of record — the existing WFM stays the source of truth.
SSO via Microsoft Entra ID
Single sign-on with role-based access for the E.ON team.
Passcode-protected tracking
Customer tracking links are passcode-protected, so appointment details stay private.
Encrypted in transit
Data moving between E.ON’s scheduling and On My Way is encrypted end to end.
GDPR ready
Built to meet GDPR requirements out of the box.
Secure photo handling
Customer-shared notes and photos are handled securely and tied to the job.
No change to dispatch
Field teams and schedulers keep working exactly as before.
The results
- 19% improvement in appointment-based first-time job completion.
- Customers arrive-ready, with pre-visit notes and photos shared ahead of the visit.
- A clear, trackable appointment that improves access and attendance.
- Delivered on top of the existing WFM — no change to 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 E.ON’s first-time-fix improvement, backed by a performance guarantee.
Book a demo →Frequently asked questions
What does the 19% figure refer to?
It is the improvement in appointment-based first-time job completion after customers were given pre-visit tools and a clear, trackable appointment.
How do pre-visit notes and photos help first-time fix?
Customers share access details, error codes and site photos before the visit, so the technician arrives with the context to complete the job in one go.
Did On My Way replace E.ON’s WFM?
No. On My Way sits on top of the existing workforce management system via API and adds the customer-facing layer. Scheduling is unchanged.
Is customer data handled securely?
Yes. Tracking links are passcode-protected, data is encrypted in transit, and the deployment is built to meet GDPR requirements.
How long does it take to go live?
Typically 4–6 weeks, layered on top of the existing WFM.
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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Improve first-time fix like E.ON
See how On My Way helps customers arrive-ready and improves first-time job completion — with a 35% call-deflection guarantee in 90 days.