Appointment management for HVAC & home comfort
HVAC service runs on wide appointment windows and demand that spikes hard with the seasons — so when a boiler fails in a cold snap, customers call. On My Way adds live tracking, self-service rebooking and automated confirmations to the HVAC scheduling system you already run, cutting ETA calls and no-shows without a rip-and-replace.
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 a home heating & cooling visit.
Wide windows and seasonal spikes turn into call volume
HVAC and home comfort service runs on wide appointment windows and demand that spikes hard with the seasons. When a heating system fails in a cold snap, customers want certainty — and when they do not have it, they call. Those ETA calls flood the contact centre exactly when engineers are busiest.
At the same time, missed visits and access problems cap first-time fix and push up cost per job. Every truck roll that finds no one home, or arrives without the right context, is wasted capacity in a season when capacity is the constraint.
The HVAC software you already run schedules and dispatches well. What it does not give your customers is a modern, self-service appointment experience — live engineer tracking, easy rebooking, proactive SMS and email, and a feedback loop on every visit. That is the gap On My Way closes.
Every HVAC 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 — not a phone call.
Visit & after
First-time fix, then feedback
The engineer arrives with notes and photos for a first-time fix. Afterwards an NPS prompt captures satisfaction and a seasonal banner promotes servicing and cover.
How On My Way helps
A calmer, self-service experience for home comfort customers
On My Way gives HVAC customers a live tracker, automated confirmations and self-service rebooking, so a clashing slot becomes a tap rather than a phone call. ETA calls fall, no-shows drop, and the contact centre is freed to handle the conversations that actually need a person.
Seasonal campaign banners let you promote annual servicing, cover plans and upgrades inside the tracking experience customers actually open — turning a routine service visit into a retention and revenue moment, at exactly the right time of year.
Built for home comfort operations
On My Way, mapped to home comfort operations
Real-time technician tracking
A live ETA and map so customers stop calling to ask where the engineer is — the single biggest source of HVAC contact-centre volume.
Self-service rebooking
Customers move a clashing visit to a greener slot themselves, cutting no-shows and wasted winter truck rolls.
Seasonal campaign banners
Promote annual servicing, cover plans and upgrades inside the tracking experience, timed to the season.
First-time-fix notes & photos
Engineers capture site notes and photos so the next visit arrives with the right part and context.
Automated confirmations
Branded SMS and email confirmations and reminders that lift attendance and reduce wasted visits.
Works with your HVAC software
Oracle, SAP, IFS, ServiceMax, Salesforce and Dynamics 365 — keep the scheduler you already run.
Going live with your HVAC operation
Connect via API
On My Way connects to your existing HVAC 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 and seasonal campaign banners for your service lines.
Go live in 4–6 weeks
Launch on top of your current setup with no disruption to dispatch — in time for the next seasonal peak.
HVAC field service: before and after On My Way
| On a typical winter day | Without On My Way | With On My Way |
|---|---|---|
| “Where is my engineer?” calls | Flood the contact centre at peak | Deflected by a live ETA tracker |
| Clashing appointment | Phone call, then a manual reschedule | Self-service rebook to a greener slot |
| No-shows & failed access | Wasted truck rolls in peak season | Cut by confirmations and reminders |
| First-time fix | Engineer arrives without context | Notes & photos from the previous visit on the van |
| Seasonal servicing & cover | Separate outbound campaign | Promoted in the tracker the customer already opens |
| 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 |
Enterprise-ready, with zero disruption to your scheduler
On My Way reads from your HVAC 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 HVAC software.
API-first, zero disruption
Dispatchers keep working in your scheduler exactly as they do today.
On My Way for HVAC & home comfort: the essentials
- Cuts ETA calls and no-shows by giving customers live tracking, confirmations and self-service rebooking.
- Maps to HVAC reality: wide windows, seasonal spikes, servicing and cover-plan campaigns.
- Layers onto the HVAC software you already run — Oracle, SAP, IFS, ServiceMax, Salesforce, Dynamics 365.
- Go live in 4–6 weeks with a 35% call-deflection guarantee in 90 days.
Featured case study
How Bosch Thermotechnology cut ETA calls by 53%
Bosch Thermotechnology runs On My Way across a major home heating operation — 350 engineers and 1,100 appointments a day. Customers get proactive confirmations and a live engineer tracker for every visit.
The result: a 53% reduction in ETA calls to the contact centre and 79% customer engagement with appointment updates — all without changing the underlying scheduling system.
“
Leadent’s in-depth review and improvement plan has shown they understand not only the complex technical aspects but also the business — its needs and goals.
Ian Rule, Director of Wholesale, Anglian Water
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 HVAC customer experience to put our fee on the line.
Book a demo →Frequently asked questions
Does On My Way replace my HVAC scheduling software?
No. On My Way layers a customer-facing experience on top of the HVAC software 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 cut ETA calls?
“Where is my engineer?” calls are the biggest source of HVAC contact-centre volume. A live, branded ETA tracker answers that question before the customer picks up the phone — the same approach cut ETA calls by 53% at Bosch.
Can customers reschedule an HVAC visit themselves?
Yes. If a slot no longer works, customers rebook to an optimised “green” slot in a tap, which writes back to your schedule — reducing no-shows and wasted truck rolls in peak season.
Does it handle seasonal demand spikes?
Yes. Proactive confirmations and self-service rebooking absorb the call and reschedule volume that spikes with the weather, so the contact centre stays calm when engineers are busiest.
Can we promote servicing and cover plans?
Yes. Seasonal campaign banners promote annual servicing, cover plans and upgrades inside the tracking experience customers actually open — timed to the season.
How long does it take to go live?
Typically 4–6 weeks, layered on top of your existing HVAC setup 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
See how Bosch uses On My Way
Bosch Thermotechnology runs 350 engineers and 1,100 appointments a day on On My Way. See what the same approach could do for your HVAC operation — with a 35% call-deflection guarantee in 90 days.