Customer Notes & Photos: Arrive Prepared, Fix It First Time
Let customers share photos, error codes, parking instructions and access notes before the technician arrives — improving first-time fix rates by 6–10%.
Trusted on enterprise field service operations
Customers tell you what the technician needs to know, before the visit.
Technicians arrive unprepared
When a technician arrives without the full picture — the right part, the access code, the actual fault — the job takes longer or fails, and a second visit is booked. First-time fix suffers and costs climb.
The customer often knows exactly what’s wrong, but there’s no easy way for them to tell you in advance.
How it works
The customer briefs the technician in advance
On My Way lets customers upload diagnostic photos, appliance error codes, site images, and parking or access instructions before the visit — all viewable by the technician before they set off.
The engineer arrives knowing what to expect, with the right parts and the right plan.
What On My Way adds for first-time fix
Photos & error codes
Customers upload diagnostic photos, appliance error codes and site images.
Parking & access notes
Gate codes, parking and access instructions, so no time is lost on arrival.
Visible before the visit
Everything is available to the technician before they leave for the job.
Shorter, fewer visits
Better preparation means shorter visits and fewer repeat trips.
In context
Better first-time fix, fewer repeat visits
When the technician arrives prepared, more jobs are fixed first time — clients see a 6–10% improvement, with E.ON reporting a 19% uplift in first-time completion.
Fewer repeat visits means lower cost, happier customers and more capacity for new work.
Every job arrives with the context the technician needs.
What enterprise clients achieve
E.ON used pre-visit information to lift first-time completion.
6–10%
First-time fix improvement
19%
E.ON — first-time fix uplift
Fewer
Repeat visits
“
Our engineers turn up knowing the fault and how to get in. More jobs are done first time, and visits are shorter.
Field Service Director, enterprise energy provider
Frequently asked questions
What can customers share?
Diagnostic photos, appliance error codes, site images, and parking or access instructions — all before the visit.
Who can see the information?
The assigned technician sees it before they set off, so they arrive prepared.
How much does first-time fix improve?
Clients typically see a 6–10% improvement; E.ON reported a 19% uplift in first-time completion.
Built for your industry
Improve first-time fix
Book a demo and see pre-visit notes and photos on top of your WFM — with a 35% call-deflection guarantee in 90 days.