Appointment management for home security
Installing and servicing security systems means letting an engineer into someone’s home — often when they are alone, around security-sensitive equipment. Wide windows breed anxiety, refused entry and a steady stream of ETA calls. On My Way builds doorstep trust with verified technician identity and live tracking, and takes the calls out of your contact centre — on top of the WFM you already run.
34%
Brinks Home — call reduction
25%
Brinks Home — first-time-fix improvement
38%
Foxtel — fewer no-shows
Trusted by enterprise field service teams
The On My Way customer experience for a home security install or service visit.
Trust is everything at the doorstep
When you install and service security systems, the customer is letting an engineer into their home — often when they are alone, and often around security-sensitive equipment. Trust is not a nice-to-have; it decides whether the door opens at all.
Add wide appointment windows and you get anxiety, refused entry and failed visits — plus a steady stream of “who is coming and when?” calls into an already-busy contact centre. Every refused or missed visit is a wasted truck roll and a re-book.
The scheduling system you already run dispatches the work well. What it does not give your customers is certainty and identity before the door opens — verified technician details, a live ETA, easy rebooking and a feedback loop. That is the gap On My Way closes.
Every home security visit, from booking to feedback
Before the visit
Confirmation & verified identity
A branded confirmation and reminders lift attendance, and the engineer’s name, photo and badge are surfaced ahead of arrival so the customer knows exactly who is coming to their home.
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 refused entry and failed visits.
Visit & after
First-time fix, then feedback
The engineer arrives prepared with notes and photos for a first-time fix. Afterwards an NPS prompt captures satisfaction on the install or service call.
How On My Way helps
Identity and tracking, before the door opens
On My Way surfaces the engineer’s name, photo and badge before arrival, plus a live ETA and self-service rebooking. Customers verify exactly who is coming without phoning in — turning an anxious wait into a transparent, on-brand experience and taking ETA calls out of the contact centre.
Passcode-protected appointment views keep access secure for security-sensitive visits, and a live contact-centre view means agents see exactly what the customer sees.
On My Way, mapped to home security operations
Verified technician identity
Name, photo and badge surfaced before arrival, so customers open the door with confidence.
Real-time tracking
A live ETA that removes doorstep uncertainty and the inbound “who is coming?” call.
Self-service rebooking
Customers move to a slot that suits, reducing refused entry and failed visits.
First-time-fix notes & photos
Engineers arrive prepared with site context, so more jobs are resolved on the first visit.
Passcode-protected access
Secure, compliant appointment views for security-sensitive installs and service calls.
Works with your WFM
Layer on top of Salesforce FSL, Oracle, SAP, IFS, ServiceMax or Dynamics 365 — keep your scheduler.
Going live with your home security operation
Connect via API
On My Way connects to your existing scheduling 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, verified-identity fields and passcode-protected access.
Go live in 4–6 weeks
Launch on top of your current setup with no disruption to dispatch.
Home security field service: before and after On My Way
| On a typical service day | Without On My Way | With On My Way |
|---|---|---|
| Doorstep trust | Anxious customers, doors not opened | Verified technician name, photo and badge |
| “Who is coming?” calls | Flood the contact centre | Deflected by verified identity and a live ETA |
| Refused entry & no-shows | Wasted truck rolls and re-books | Cut by confirmations and self-service rebooking |
| First-time fix | Engineer arrives without context | Notes & photos from the previous visit on the van |
| Appointment data security | Generic links | Passcode-protected, compliant views |
| Customer updates | Manual, reactive | Automated, branded, proactive |
| Underlying scheduler | Unchanged | Unchanged — On My Way layers on via API |
| Call-deflection guarantee | None | 35% in 90 days |
Secure, compliant access for every visit
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.
Verified technician identity
Surface technician name, photo and badge so customers can confirm who is arriving at their home.
Passcode-protected access
Customer tracking links are passcode-protected, so appointment and address data stays private.
SSO via Microsoft Entra ID
Single sign-on for your team, with role-based access to the On My Way console.
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.
API-first, zero disruption
Dispatchers keep working in your scheduler exactly as they do today.
On My Way for home security: the essentials
- Builds doorstep trust with verified technician identity: name, photo and badge before arrival.
- Takes ETA calls out of the contact centre and cuts refused entry with live tracking and self-service rebooking.
- Keeps security-sensitive appointments private with passcode-protected access.
- 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 Brinks Home cut calls by 34%
Brinks Home uses On My Way to put verified technician identity and a live ETA in front of every customer — so people know exactly who is coming to their home, and when.
The result: a 34% reduction in calls to the contact centre and a 25% improvement in first-time fix — without changing the underlying scheduling system.
“
Leadent were able to provide the expertise and practical experience we needed to navigate this complex subject.
Mark Mamone, Group CTO & CIO UK&E LRG, Serco
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 home security customer experience to put our fee on the line.
Book a demo →Frequently asked questions
Does On My Way replace my scheduling system?
No. On My Way layers a customer-facing experience on top of the scheduling system you already run — Salesforce Field Service, Oracle, SAP, IFS, ServiceMax or Dynamics 365 — via API. Your scheduler stays the system of record.
How does it build doorstep trust?
Before arrival, the customer sees the engineer’s name, photo and badge in the branded tracker, so they know exactly who is coming to their home and open the door with confidence — the kind of transparency that helped Brinks Home cut calls by 34%.
How does it cut contact-centre calls?
Verified identity and a live ETA answer “who is coming and when?” before the customer picks up the phone, and self-service rebooking removes reschedule calls.
Can customers reschedule a visit themselves?
Yes. If a slot no longer works, customers rebook to an optimised slot in a tap, which writes back to your schedule — reducing refused entry and failed visits.
Is appointment access secure?
Yes. Customer tracking links are passcode-protected, so appointment and address details for security-sensitive visits stay private.
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 it GDPR-compliant?
Yes. Data is encrypted in transit, access is passcode-protected, and the deployment is built to meet GDPR and works-council requirements.
Built for your industry
Get results like Brinks Home
Brinks Home cut calls by 34% and lifted first-time fix by 25% with On My Way. See what verified identity and live tracking could do for your operation — with a 35% call-deflection guarantee in 90 days.