On My Way vs Salesforce Appointment Assistant: the field service customer layer
Salesforce Field Service is a strong choice if you are all-in on Salesforce. Appointment Assistant adds day-of tracking — but it is a paid per-seat add-on, and real self-service and branding usually mean Experience Cloud build effort. On My Way adds the full customer layer on top of FSL, WFM-agnostic and priced on the outcome.
Compared on enterprise field service operations
A dedicated customer-experience layer, running on top of Salesforce Field Service.
Strong inside Salesforce. The customer layer is an add-on, and a build.
Salesforce Field Service (FSL) is a capable, well-integrated scheduler if your operation already runs on Salesforce — CRM, cases and field service in one place. That depth is a genuine strength.
The customer-facing piece is less complete out of the box. Appointment Assistant is a paid add-on, generally priced per internal seat, and Salesforce list pricing for it is not always transparent. Branded self-service rebooking, NPS and marketing usually still need Experience Cloud configuration or build — time and budget on top of the licence.
On My Way is a dedicated customer-experience layer that reads from FSL via API and delivers self-service as configuration, not a build. It is priced on the field service outcome rather than Salesforce seats, and being WFM-agnostic it keeps working if you ever run another scheduler alongside Salesforce.
Appointment Assistant or a dedicated layer?
Where Salesforce is strong
If you are all-in on Salesforce, FSL keeps CRM, cases and field service together. Keep it — On My Way layers on top.
What Appointment Assistant does
Real-time location and ETA on the day of the appointment. Solid tracking — as a paid per-seat add-on.
Where On My Way adds value
Self-service rebooking, branded comms, NPS, marketing and a contact-centre view as configuration — priced on the outcome, with a 35% call-deflection guarantee.
WFM-agnostic by design
Your WFM
Salesforce Field Service
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.
Salesforce Appointment Assistant vs On My Way
| Capability | Salesforce Appointment Assistant | On My Way |
|---|---|---|
| Primary focus | Day-of location & ETA inside Salesforce | Dedicated customer self-service across any WFM |
| Real-time technician tracking & ETA | Yes | Yes — real-time, map-based |
| Self-service rebooking into optimised slots | Limited / Experience Cloud build | Yes — optimised slots, writes back to FSL |
| Branded SMS & email notifications | Configurable / build | Built-in, fully branded, two-way |
| NPS & feedback per visit | Build | Yes — every work order |
| In-appointment marketing | No | Yes |
| Pricing model | Paid per-seat add-on, often opaque | Per technician / appointment volume, on the outcome |
| Setup effort | Experience Cloud configuration / build | Configuration, no code |
| Contact-centre agent view | Within Salesforce | Yes — unified live status |
| Works across multiple WFMs | Salesforce only | Yes — WFM-agnostic |
| Survives a WFM change | Lost if you migrate | CX & data stay with On My Way |
| Time to deploy | Varies with build | 4–6 weeks, configured |
| Call-deflection guarantee | None | 35% in 90 days |
Priced on the outcome, not on Salesforce seats
A customer layer should not scale its cost with your internal headcount.
Appointment Assistant is generally licensed per internal seat, and the route to real self-service runs through Experience Cloud build effort. The cost grows with your team and the project, not necessarily with the value customers see.
On My Way is priced on the field service outcome — per technician, with an appointment-volume option for large operations — and delivered as configuration. You get branded self-service rebooking, NPS and marketing on top of FSL without a Salesforce build, and the same experience travels if you add another scheduler.
What On My Way adds over the native portal
Self-service rebooking
Customers move an appointment to a greener slot themselves — cutting no-shows and inbound calls, writing back to your scheduler.
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 attendance.
NPS & feedback
Capture satisfaction on every visit and route detractors to your team fast.
In-appointment marketing
Promote services, plans and offers inside the tracking experience customers open.
Contact-centre view
Agents see the same live status as the customer, deflecting “where is my engineer?” calls.
Adding On My Way to Salesforce Field Service
Connect to FSL
On My Way connects to Salesforce Field Service via API — appointments, work orders and technician status sync automatically. No rip-and-replace.
Configure your experience
Brand the customer portal, set notification and rebooking rules, and choose exactly what data flows — no Experience Cloud build.
Go live in 4–6 weeks
Launch on top of FSL with full self-service — no disruption to dispatch, and a 35% call-deflection guarantee.
Enterprise-ready, with zero disruption to Salesforce Field Service
On My Way reads from Salesforce Field Service 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 portal links are passcode-protected, so appointment data stays private.
Encrypted in transit
All data moving between Salesforce Field Service 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 Salesforce Field Service exactly as they do today.
Proven on enterprise field service operations.
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
“
We were all-in on Salesforce, but every customer-experience change was an Experience Cloud project. On My Way gave us branded self-service on top of FSL in weeks, priced on our field service outcome.
Head of Field Service Operations, enterprise home services provider
The verdict in four lines
- Salesforce Field Service is strong if you are all-in on Salesforce — keep it.
- Appointment Assistant is a paid per-seat add-on, and full self-service usually means an Experience Cloud build.
- On My Way adds branded self-service, NPS and marketing as configuration, priced on the outcome.
- It is WFM-agnostic and backs the result with a 35% call-deflection guarantee in 90 days.
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 →Frequently asked questions
Does On My Way replace Salesforce Field Service?
No. On My Way is WFM-agnostic and sits on top of Salesforce Field Service (FSL) via API. FSL keeps doing scheduling and work orders; On My Way adds the customer self-service layer. If you are all-in on Salesforce, it complements rather than replaces it.
What is Salesforce Appointment Assistant?
Appointment Assistant is Salesforce’s add-on for day-of-appointment customer engagement — real-time location and ETA on top of Field Service. It is a paid add-on, and self-service, branding and feedback typically still need Experience Cloud build effort.
How is the pricing different?
Appointment Assistant is generally a paid per-seat add-on priced on internal users, and Salesforce list pricing for this layer is not always transparent. On My Way is priced on the field service outcome — per technician, with an appointment-volume option for large operations — not on Salesforce seats.
Can customers reschedule into optimised slots?
Yes. On My Way offers self-service rebooking into optimised slots that writes back to your Salesforce FSL schedule — reducing no-shows and inbound calls.
Does On My Way work outside Salesforce too?
Yes. It is WFM-agnostic, so the same customer experience runs on Oracle Field Service, IFS, SAP, Dynamics 365 or ServiceMax — useful if you run more than one scheduler or might migrate.
How long does it take to go live?
Typically 4–6 weeks, configured on top of your existing Salesforce Field Service with no disruption to dispatch — backed by a 35% call-deflection guarantee in 90 days.
Add a customer layer to Salesforce Field Service
See On My Way running on top of FSL — branded self-service, NPS and a live ETA, priced on the outcome, with a 35% call-deflection guarantee.