Everything your customers and operations team need
Real-time tracking, self-service rebooking, automated notifications, NPS feedback and in-appointment marketing — layered onto the WFM you already run. 4–6 week deployment, 35% call deflection guaranteed.
Three jobs, one customer-experience layer
OMW covers the full appointment journey — from “where’s my engineer?” to feedback and upsell — on top of your existing WFM.
01
Visibility
Live tracker, dynamic ETA, branded engineer detail. Customers see what’s happening without phoning in.
02
Self-service
Rebook, cancel, share photos and notes, opt into channels. Every action writes back to your WFM.
03
Insight & revenue
NPS at point of service, ROI dashboard, in-appointment marketing. Service touchpoints become commercial opportunities.
One link puts the whole appointment in your customer’s hand
The moment an appointment is booked, your customer gets a branded, mobile-first page — live technician tracking, a dynamic ETA, self-service rebooking, proactive notifications and a post-visit rating, all in one place. No app to install, no login, and nothing for your engineers to change. It runs on top of the WFM you already use.
What your customers feel — branded, on your WFM, in their pocket.
Six features your built-in portal can’t match
In production today across Bosch, Foxtel, E.ON, Brinks and Reliance. One-click calendar sync and in-page live chat are built in too.
Real-time technician tracking
Live engineer position, dynamic ETA and a branded tracker URL.
Explore →Self-service rebooking
Customers reschedule or cancel online, with one-click add-to-calendar.
Explore →Automated notifications
Branded SMS + email triggered by your WFM lifecycle.
Explore →Customer feedback & NPS
0–10 rating and comment captured at point of service, with in-appointment marketing on the same surface.
Explore →Pre-visit notes & photos
Customers share photos, error codes and parking instructions before the visit.
Explore →Operations & insight
Agents see the live job, and NPS, deflection and on-time arrival break down by branch, region or technician.
Explore →How OMW compares
The full customer-experience layer, side by side with the built-in WFM portals and tracking-only tools.
| Capability | OMW | Oracle WMT | IFS AA | Localz | Glympse | FLS VisiTour |
|---|---|---|---|---|---|---|
| Tracking link in confirmation & reminders | ✓ | ✓ | ~ | ✓ | ~ | ✓ |
| Appointment details displayed | ✓ | ✓ | ~ | ✓ | ~ | ✓ |
| Fully branded (logo, colours, fonts) | ✓ | ✓ | ~ | ✓ | ~ | ✓ |
| Custom wording & multi-language | ✓ | ✓ | ~ | ✓ | ~ | ✓ |
| Self-service rebooking & cancellation | ✓ | ~ | ~ | ✓ | ✗ | ✓ |
| Calendar import (Google / iCal / Outlook) | ✓ | ✗ | ~ | ✗ | ✗ | ✗ |
| Pre-visit notes & photos | ✓ | ✓ | ~ | ~ | ✗ | ~ |
| Customer feedback (NPS) | ✓ | ✓ | ~ | ✓ | ~ | ✗ |
| Technician & customer on live map | ✓ | ✓ | ~ | ✓ | ✓ | ✓ |
| Live chat integration | ✓ | ✓ | ~ | ✓ | ~ | ✗ |
| First-view pop-up message | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Passcode-protected secure view | ✓ | ✗ | ✗ | ✗ | ~ | ✗ |
| Trustpilot review integration | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ |
| In-appointment marketing / upsell banner | ✓ | ✓ | ~ | ✗ | ~ | ✗ |
| Appointment confirmation flow | ✓ | ✗ | ~ | ✓ | ✗ | ✗ |
| 35% call-deflection guarantee | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ |
| Live in 4–6 weeks · dedicated UK field-service team | ✓ | ✗ | ✗ | ✗ | ✗ | ✗ |
✓ Included · ~ Limited, configurable or paid add-on · ✗ Not available
Based on published vendor capabilities, November 2024.
Proof from the field, not the brochure.
Customer-facing metrics measured against pre-OMW baselines. Verified by both parties.
Your agents see exactly what the customer sees
When a customer calls, your agent opens the same live view — tracking, ETA, full notification history and rebooking activity — with no WFM login and no extra licence to buy. Calls get shorter, answers get accurate, and most never happen at all, because the customer can already see the answer for themselves.
And what your contact centre sees — the same picture, in real time.
Works with the field service platform you already run
On My Way connects to your scheduling engine over its existing API and adds the customer-experience layer on top — no rip-and-replace, no engineer retraining.
Common questions
Does On My Way work with our WFM?
Yes. On My Way is WFM-agnostic — it layers on top of Oracle Field Service, Salesforce Field Service, IFS, SAP FSM, Microsoft Dynamics 365 and ServiceMax over their existing APIs. You keep your scheduling engine; we add the customer experience.
Do our customers need to install an app?
No. Everything runs in the browser on a branded link sent by SMS or email — there’s no app to download and no login.
How long does it take to go live?
Most deployments are live in 4–6 weeks, with no rip-and-replace and no engineer retraining. A focused 6-week pilot on one region or work-type is a common starting point.
Does it add licences or change anything for our engineers?
No. Contact-centre agents see the customer’s live view without a WFM licence, and your engineers carry on exactly as they do today — On My Way reads from the WFM, it doesn’t change your field workflow.
What is the 35% call-deflection guarantee?
We agree a call-deflection target with you up front. If On My Way doesn’t hit 35% within 90 days, we keep working at no extra cost until it does.
Hit 35% call deflection in 90 days — or we work for free.
Same system, same engineers, same work orders. We bolt OMW on top, agree the deflection target with you, and if we don’t hit it inside 90 days we keep working without fees until we do.