Appointment management for appliance service
In competitive appliance, electrical and plumbing markets, aftercare quality drives the next purchase. A clumsy service visit — wide windows, no visibility, missed appointments — undoes the goodwill of the sale. On My Way transforms the post-sale experience with real-time tracking, self-service rebooking and a branded customer touchpoint, on top of the scheduling system you already run.
53%
Bosch — fewer ETA calls
79%
Bosch — customer engagement with updates
1,100
Bosch — appointments a day across 350 engineers
Trusted by enterprise field service teams
The On My Way customer experience for an appliance service or repair visit.
Aftercare is the new battleground
In a highly competitive appliance market, customers now judge a brand on its aftercare as much as the product. A clumsy service experience — wide appointment windows, no visibility into who is coming or when, missed visits — undoes the goodwill of the original sale and pushes buyers towards a competitor next time.
For manufacturers and their service networks, every failed visit is a wasted truck roll and a re-book, and every “where is my engineer?” call is cost in the contact centre — and a dent in the brand.
The scheduling and dispatch system you already run handles the work well. What it does not give your customers is a modern, branded post-sale experience — live tracking, easy rebooking, proactive updates and a feedback loop on every visit. That is the gap On My Way closes.
Every appliance service visit, from booking to feedback
Before the visit
Confirmation & reminders
A branded SMS and email confirm the visit and let the customer add it to their calendar — lifting attendance before the day arrives.
On the day
Live ETA & self-service rebooking
A real-time tracker shows the engineer’s ETA. If the slot no longer works, the customer rebooks to a greener slot in a tap — cutting no-shows and wasted visits.
Visit & after
First-time fix, then NPS
The engineer arrives prepared with notes and photos for a first-time fix. Afterwards an NPS prompt captures aftercare satisfaction, visit by visit.
How On My Way helps
A service experience worthy of the brand
On My Way gives appliance service customers real-time tracking, automated confirmations and self-service rebooking, wrapped in your branding — not a generic portal. The result is fewer no-shows, lower call volume, and an aftercare experience that protects the next purchase decision.
Every visit becomes a branded touchpoint and an opportunity to measure satisfaction, so aftercare turns from a cost centre into a driver of loyalty and repeat sales.
On My Way, mapped to appliance service & manufacturers
Branded tracking experience
A customer touchpoint that looks and feels like your brand, not a generic portal — protecting the aftercare relationship.
Self-service rebooking
Customers move appointments themselves, cutting no-shows and inbound calls.
Real-time technician tracking
A live ETA that removes uncertainty from every service and repair visit.
NPS & feedback capture
Measure and improve aftercare satisfaction visit by visit, and feed it back to your team.
Automated confirmations
Branded SMS and email reminders that lift attendance and reduce wasted visits.
Works with your WFM
Layer on top of Oracle, SAP, IFS, ServiceMax, Salesforce or Dynamics 365 — keep your scheduler.
Going live with your appliance service operation
Connect via API
On My Way connects to your existing scheduling and dispatch system through its API — appointments, work orders and engineer status sync automatically. No rip-and-replace.
Configure your experience
Brand the customer tracker, set confirmation and reminder rules, rebooking windows and NPS capture for your service lines.
Go live in 4–6 weeks
Launch on top of your current setup with no disruption to dispatch.
Appliance service: before and after On My Way
| On a typical service day | Without On My Way | With On My Way |
|---|---|---|
| Aftercare experience | Generic, off-brand, opaque | Branded, transparent, on-brand |
| “Where is my engineer?” calls | Flood the contact centre | Deflected by a live ETA tracker |
| Clashing appointment | Phone call, then a manual reschedule | Self-service rebook to a greener slot |
| No-shows & failed visits | Wasted truck rolls and re-books | Cut by confirmations and reminders |
| First-time fix | Engineer arrives without context | Notes & photos from the previous visit on the van |
| Customer satisfaction | Unmeasured | NPS captured on every visit |
| Underlying scheduler | Unchanged | Unchanged — On My Way layers on via API |
| Call-deflection guarantee | None | 35% in 90 days |
Enterprise-ready, with zero disruption to your scheduler
On My Way reads from your scheduling system 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 and address data stays private.
Encrypted in transit
All data moving between your scheduler 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 rip-and-replace
Integration is configuration, not construction — nothing to rebuild in your scheduling system.
API-first, zero disruption
Dispatchers keep working in your scheduler exactly as they do today.
On My Way for appliance service: the essentials
- Turns post-sale service into a branded aftercare experience that protects the next purchase.
- Cuts no-shows and contact-centre calls with live tracking, confirmations and self-service rebooking.
- Measures aftercare satisfaction with NPS on every visit.
- Layers onto your existing WFM and goes live in 4–6 weeks with a 35% call-deflection guarantee in 90 days.
Featured case study
How Bosch made aftercare a 53% drop in ETA calls
Bosch runs On My Way across a major service operation — 350 engineers and 1,100 appointments a day. Customers get proactive confirmations and a live engineer tracker for every visit, all under the Bosch brand.
The result: a 53% reduction in ETA calls to the contact centre and 79% customer engagement with appointment updates — without changing the underlying scheduling system.
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 appliance aftercare experience to put our fee on the line.
Book a demo →Frequently asked questions
Does On My Way replace my scheduling and dispatch system?
No. On My Way layers a branded customer experience on top of the system you already run — Oracle, SAP, IFS, ServiceMax, Salesforce Field Service or Dynamics 365 — via API. Your scheduler stays the system of record.
How does it improve aftercare?
It turns every service visit into a branded, transparent touchpoint — live tracking, proactive updates and a feedback loop — so the post-sale experience reflects the quality of the product and protects the next purchase.
How does it cut contact-centre calls?
A live, branded ETA answers “where is my engineer?” before the customer calls, and self-service rebooking removes reschedule calls — the same approach cut ETA calls by 53% at Bosch.
Can customers reschedule an appliance service visit themselves?
Yes. Customers rebook to an optimised slot in a tap, which writes back to your schedule — reducing no-shows and wasted truck rolls.
Can we measure aftercare satisfaction?
Yes. On My Way captures NPS and feedback on every visit, so you can measure and improve the aftercare experience over time.
How long does it take to go live?
Typically 4–6 weeks, layered on top of your existing scheduling system with no disruption to dispatch.
Is customer data secure and GDPR-compliant?
Yes. Tracking links are passcode-protected, data is encrypted in transit, and the deployment is built to meet GDPR and works-council requirements.
Built for your industry
Transform your aftercare experience
See how On My Way turns appliance service into a driver of loyalty — the same approach Bosch used to cut ETA calls by 53%, with a 35% call-deflection guarantee in 90 days.