How Foxtel Reduced No-Shows by 38% With On My Way
Foxtel, one of Australia’s leading media companies, runs installation and repair visits across the country. By giving customers live tracking, self-service rebooking and passcode-protected appointment details, Foxtel cut customer no-shows by 38%.
At a glance
38%
Reduction in customer no-shows for home visits
0
Changes to the existing scheduling system
The customer-facing On My Way experience for Foxtel home visits.
Cutting costly no-shows on installation and repair visits
Foxtel sends technicians to customers’ homes for installations and repairs. When a customer isn’t home, that visit is a wasted truck roll — lost capacity and a frustrated customer who still needs the work done.
Foxtel needed customers to know exactly when the technician would arrive, to be able to move the appointment easily if it no longer suited, and to trust who was turning up at the door — all without changing how visits were scheduled.
Three pressures on home-visit operations
Costly no-shows
Every missed visit is a wasted truck roll and a re-booked job.
“When will they arrive?”
Without a live ETA, customers couldn’t plan their day — and often weren’t home.
Trust at the door
Customers want to know who is visiting and that the appointment is genuine.
How On My Way fits Foxtel’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
Live tracking and easy self-service, on top of the existing scheduler
On My Way connected to Foxtel’s scheduling via API and turned appointment data into a branded, real-time experience: a live technician ETA, automated notifications, and self-service rebooking into a slot that suits the customer.
Appointment details are passcode-protected, so customers can trust that the visit — and the person attending — is genuine. Targeted messages can be surfaced inside the same tracking experience.
The On My Way experience Foxtel put in front of its customers
Real-time technician tracking
A live ETA so customers know when to expect the technician — and stay home for the visit.
Self-service rebooking
Customers move their own appointment to a better slot, cutting no-shows.
Automated notifications
Branded SMS and email confirmations and reminders ahead of each visit.
Passcode-protected access
Appointment details are passcode-protected, so customers can trust the visit is genuine.
Targeted messaging
Relevant messages surfaced inside the tracking experience customers actually open.
Feedback on every visit
A direct feedback channel after each installation or repair.
How the deployment worked
Connect via API
On My Way connected to Foxtel’s scheduling — appointments and technician status flowing automatically.
Configure the experience
The branded tracker, notification rules, passcode protection and rebooking windows were configured to Foxtel’s service model.
Go live
On My Way launched for installation and repair visits on top of the existing scheduler, with no disruption to dispatch.
Passcode-protected access, built for the doorstep
On My Way reads from Foxtel’s 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 they open the door.
Encrypted in transit
Data moving between Foxtel’s scheduling and On My Way is encrypted end to end.
SSO via Microsoft Entra ID
Single sign-on with role-based access for the Foxtel 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
- 38% reduction in customer no-shows for home visits.
- Customers given a live ETA and easy self-service rebooking.
- Passcode-protected appointment details customers can trust.
- 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 Foxtel’s no-show reduction, backed by a performance guarantee.
Book a demo →Frequently asked questions
What does the 38% figure refer to?
It is the reduction in customer no-shows for home installation and repair visits after customers were given live tracking and self-service rebooking.
How does passcode-protected access work?
Customer tracking links and appointment details are protected by a passcode, so customers can confirm a visit is genuine before opening the door.
Did On My Way replace Foxtel’s scheduling?
No. On My Way sits on top of the existing scheduler via API and adds the customer-facing layer. Dispatch is unchanged.
How are no-shows actually reduced?
Live ETAs, proactive notifications and easy self-service rebooking mean customers either stay home for the visit or move it to a slot that works — instead of missing it.
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
More case studies
Reduce no-shows like Foxtel
See how On My Way adds live tracking, self-service and passcode-protected access to your visits — with a 35% call-deflection guarantee in 90 days.