On My Way vs Localz: field service customer portal comparison
Localz and On My Way both put real-time tracking and day-of-service updates in front of your customers. The difference is focus: On My Way is a WFM-agnostic customer self-service layer purpose-built for enterprise field service appointments — adding self-service rebooking, NPS feedback and a contact-centre view on top of any scheduler.
Compared on enterprise field service operations
The On My Way customer experience: real-time tracking plus self-service rebooking, on whatever scheduler you already run.
Two customer-engagement tools, two different centres of gravity.
A quick clarification first: On My Way is an independent product from Leadent Digital. Localz separately markets an ETA feature it calls “On My Way” — the two are unrelated, and nothing here implies any link.
Localz built its reputation on day-of-service location technology — live tracking, accurate ETAs and on-the-way notifications across field service and last-mile delivery, with marquee references such as British Gas and RAC. In April 2023 it was acquired by Descartes Systems Group (NASDAQ: DSGX) and is now the “Descartes Customer Engagement Platform” within Descartes’ final-mile logistics suite. Its public integration story centres on Salesforce Field Service plus Descartes routing.
On My Way is built by Leadent Digital as a dedicated customer-experience layer for enterprise field service. It is WFM-agnostic by design: it sits on top of Oracle Field Service, IFS, Salesforce Field Service, SAP, Dynamics 365 or ServiceMax via API and adds the self-service experience those schedulers do not provide — rebooking into optimised slots, automated notifications, NPS feedback on every visit, in-appointment marketing and a live contact-centre view.
Where each tool is a strong fit
Where Localz is strong
Deep Salesforce Field Service partnership, best-in-class last-mile and delivery breadth, and marquee references such as British Gas and RAC — a fair fit for Salesforce-centric or last-mile-leaning operations, now with the backing of a large public parent.
What they share
Both put real-time technician tracking, accurate ETAs and day-of-service SMS/email updates in front of customers, with no app for customers to install. This is table stakes for either tool.
Where On My Way is strong
A WFM-agnostic self-service layer — rebooking into optimised slots, NPS per visit, in-appointment marketing and a contact-centre view — added on top of your existing scheduler, with a 35% call-deflection guarantee in 90 days.
WFM-agnostic by design
Your WFM
Any WFM
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.
On My Way vs Localz: feature comparison
| Capability | Localz | On My Way |
|---|---|---|
| Primary focus | Day-of-service location & last-mile delivery (Descartes) | Field service appointment self-service & CX |
| Real-time technician tracking & ETA | Yes — a core strength | Yes — real-time, map-based |
| Day-of-service notifications (SMS/email) | Yes | Yes — branded, automated, two-way |
| Self-service rebooking into optimised slots | Not a primary focus | Yes — optimised “green” slots, writes back to WFM |
| NPS & feedback per visit | Feedback capture | Yes — NPS every work order, with detractor response |
| In-appointment marketing campaigns | Not a primary focus | Yes — promote plans & offers in-experience |
| Contact-centre agent view | Limited | Yes — same live status the customer sees |
| WFM-agnostic architecture | Salesforce-centric (+ Descartes routing) | Yes — any WFM (Oracle, IFS, Salesforce, SAP, D365, ServiceMax) |
| Write-back to your scheduler | Limited | Yes — native API write-back |
| No app to install for customers | Yes | Yes — browser-based, passcode-protected link |
| Enterprise field service proof points | Marquee refs (British Gas, RAC); last-mile breadth | Bosch, Foxtel, E.ON — named enterprise field service results |
| Strategic ownership / direction | Descartes Customer Engagement Platform (freight/logistics group) | Independent field service specialist (Leadent Digital) |
| Performance guarantee | None published | 35% call deflection in 90 days, or we work free until hit |
| Typical time to deploy | Varies by scope | 4–6 weeks, configured on your existing WFM |
Integration capabilities
Built to upgrade the scheduler you already run
On My Way is WFM-agnostic on purpose. It reads appointment, work-order and technician-status data from your existing scheduler through its API, then surfaces a branded customer experience — and writes self-service rebookings back to the schedule. You keep your investment in Oracle Field Service, IFS, Salesforce FSL, SAP, Dynamics 365 or ServiceMax.
That matters for a long-term comparison: if you change WFM systems in future, your customer experience and its data stay with On My Way rather than being tied to one platform or one vendor roadmap.
The field service experience On My Way is built around
Self-service rebooking
Customers move an appointment to a greener slot themselves — cutting no-shows and inbound calls, and writing back to your WFM.
Real-time tracking & ETA
A live ETA and map so customers stop calling to ask where the engineer is.
Automated notifications
Branded SMS and email confirmations and reminders that lift appointment attendance.
NPS & feedback
Capture satisfaction on every visit and route detractors to your team for fast follow-up.
In-appointment marketing
Promote services, plans and offers inside the tracking experience customers actually open.
Contact-centre view
Agents see the same live status as the customer, deflecting “where is my engineer?” calls.
Switching on the self-service layer
Connect to your WFM
On My Way connects to your existing scheduler via API — appointments, work orders and technician status sync automatically. No rip-and-replace, no custom development.
Configure your experience
Brand the customer tracker, set notification rules and rebooking windows, and choose exactly what data flows between your WFM and On My Way.
Go live in 4–6 weeks
Launch on top of your current setup with no disruption to dispatch — backed by the 35% call-deflection guarantee.
Enterprise-ready, with zero disruption to your scheduler
On My Way reads from your WFM through its API and never becomes your system of record — your scheduler stays the source of truth.
SSO via Microsoft Entra ID
Single sign-on for your team, with role-based access to the On My Way console.
Passcode-protected access
Customer tracking links are passcode-protected, so appointment data stays private.
Encrypted in transit
All data moving between your WFM 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.
No custom development
Integration is configuration, not construction — nothing bespoke to build or maintain.
API-first, zero disruption
Dispatchers keep working in your existing WFM exactly as they do today.
Proven on the largest field service operations in production.
On My Way runs on top of enterprise WFM platforms at scale. Across Bosch, Foxtel and E.ON deployments the customer-experience layer delivers the outcomes below — using only each client’s own approved results.
53%
Bosch — ETA call reduction
38%
Foxtel — no-show reduction
19%
E.ON — first-time fix uplift
“
On My Way gave our customers the live tracking and self-service they expected — without touching our scheduling system. Inbound “where is my engineer?” calls dropped sharply within the first quarter.
Head of Field Service Operations, enterprise HVAC provider
The verdict in four lines
- Both deliver strong real-time tracking and day-of-service notifications — that is table stakes for either.
- Localz is a mature, location-led product now part of Descartes’ logistics portfolio; a fair fit for last-mile-leaning operations.
- On My Way is the field-service specialist: WFM-agnostic, with self-service rebooking, NPS, marketing and a contact-centre view.
- Only On My Way puts a number on the line — 35% call deflection in 90 days, or we work free until you hit it.
The On My Way guarantee
Hit 35% call deflection in 90 days — or we work for free until you do.
We are confident enough in the field service customer experience to put our fee on the line.
Book a demo →Looking for a Localz alternative for field service?
If you are evaluating Localz for a field service operation — rather than last-mile delivery — On My Way is the specialist alternative. It keeps the real-time tracking and day-of-service notifications you would expect, then adds the appointment self-service that field service teams actually convert on: rebooking into optimised slots, NPS on every visit, in-appointment marketing and a live contact-centre view.
Because it is WFM-agnostic, On My Way layers onto the scheduler you already run (Oracle Field Service, IFS, Salesforce FSL, SAP, Dynamics 365 or ServiceMax) in 4–6 weeks — and it is the only option here that backs the outcome with a 35% call-deflection guarantee in 90 days.
Frequently asked questions
What is the main difference between On My Way and Localz?
Both offer real-time tracking and day-of-service notifications. On My Way is a WFM-agnostic self-service layer purpose-built for enterprise field service appointments — adding rebooking into optimised slots, NPS per visit, in-appointment marketing and a contact-centre view on top of your existing scheduler. Localz is a mature location-led product, now part of Descartes, with strength across field service and last-mile delivery.
Is there a Localz alternative for field service?
Yes. On My Way is a field-service-specialist alternative to Localz: it adds self-service rebooking, NPS feedback and a contact-centre view on top of any WFM, and is backed by a 35% call-deflection guarantee in 90 days.
Is Localz still a standalone product?
Localz was acquired by Descartes Systems Group (NASDAQ: DSGX) in April 2023 and now trades as the “Descartes Customer Engagement Platform” within Descartes’ final-mile logistics suite, with a Salesforce-centric integration story. On My Way is an independent product from field service specialist Leadent Digital, WFM-agnostic across Oracle, IFS, Salesforce, SAP, Dynamics 365 and ServiceMax.
Can customers reschedule their own appointments?
Yes. On My Way offers self-service rebooking into optimised “green” slots, which writes back to your WFM schedule — reducing no-shows and inbound calls.
What proof do you have at enterprise scale?
On My Way is live on enterprise field service operations including Bosch, Foxtel and E.ON, delivering results such as a 53% reduction in ETA calls (Bosch), 38% fewer no-shows (Foxtel) and a 19% first-time-fix uplift (E.ON).
How long does it take to go live?
Typically 4–6 weeks, configured on top of your existing WFM with no disruption to dispatch — backed by a 35% call-deflection guarantee in 90 days.
Switching from Localz, or comparing for the first time?
See On My Way on your own WFM — live tracking plus self-service rebooking, NPS and a contact-centre view, with a 35% call-deflection guarantee in 90 days.