Appointment management for telecom field service
Telecom installs and repairs depend on the customer being home — and comfortable letting a technician in. Wide windows drive no-shows, and uncertainty about who is arriving erodes trust before the visit starts. On My Way cuts no-shows with live tracking and self-service rebooking, and builds trust with verified technician identity — on top of the scheduling stack you already run.
38%
Foxtel — fewer customer no-shows
53%
Bosch — fewer ETA calls
19%
E.ON — first-time-fix uplift
Trusted by enterprise field service teams
The On My Way customer experience for a telecom installation visit.
Missed visits and the trust gap
Telecom installs and repairs depend on two things: the customer being home, and the customer being comfortable letting a technician in. Wide appointment windows drive no-shows, and uncertainty about exactly who is arriving erodes trust before the visit even starts.
Every failed visit is a wasted truck roll and a re-book; every anxious customer is a call into an already-busy contact centre. For installs in particular, a missed slot can push a service activation back days.
The scheduling stack you already run dispatches the work well. What it does not give your customers is certainty before the doorstep — a live ETA, proactive reminders, easy rebooking and verified technician identity. That is the gap On My Way closes.
Every telecom visit, from booking to feedback
Before the visit
Confirmation & verified identity
A branded confirmation and reminders lift attendance, and the technician’s name, photo and badge are surfaced ahead of arrival so the customer knows exactly who is coming.
On the day
Live ETA & self-service rebooking
A real-time tracker shows the technician’s ETA. If the slot no longer works, the customer rebooks to a greener slot in a tap — protecting install capacity.
Visit & after
Secure access, then feedback
Passcode-protected views keep sensitive appointment details private. Afterwards an NPS prompt captures satisfaction on the install or repair.
How On My Way helps
Certainty before the doorstep
On My Way gives telecom customers a live ETA, automated reminders and self-service rebooking to cut no-shows, plus verified technician identity — name, photo and badge — so they open the door with confidence. Fewer missed visits means fewer wasted truck rolls and faster activations.
Passcode-protected appointment views keep access secure and compliant for sensitive installs and repairs, and a live contact-centre view means agents see exactly what the customer sees.
On My Way, mapped to telecom field operations
Verified technician identity
Name, photo and badge surfaced before arrival, so customers open the door with confidence.
Passcode-protected access
Secure, compliant appointment views for sensitive installs and repairs.
Self-service rebooking
Customers shift to a slot that works, cutting missed installs and protecting activation timelines.
Real-time tracking & reminders
A live ETA and proactive reminders that remove the “where are they?” call.
Targeted in-visit messaging
Promote upgrades and add-ons inside the appointment experience customers actually open.
Works with your WFM
Layer on top of Salesforce FSL, Oracle, SAP, IFS, ServiceMax or Dynamics 365 — keep your scheduler.
Going live with your telecom operation
Connect via API
On My Way connects to your existing scheduling stack through its API — appointments, work orders and technician status sync automatically. No rip-and-replace.
Configure your experience
Brand the customer tracker, set reminder rules, rebooking windows, verified-identity fields and passcode-protected access for your install and repair flows.
Go live in 4–6 weeks
Launch on top of your current setup with no disruption to dispatch.
Telecom field service: before and after On My Way
| On a typical install day | Without On My Way | With On My Way |
|---|---|---|
| Customer no-shows | Wasted truck rolls and delayed activations | Cut by reminders and self-service rebooking |
| “Who is arriving?” trust gap | Anxious customers, doors not opened | Verified technician name, photo and badge |
| Clashing appointment | Phone call, then a manual reschedule | Self-service rebook to a greener slot |
| Appointment data security | Generic links | Passcode-protected, compliant views |
| “Where are they?” calls | Flood the contact centre | Deflected by a live ETA tracker |
| 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 stack through its API and never becomes your system of record — your scheduler stays the source of truth.
Passcode-protected access
Customer tracking links are passcode-protected, so appointment and address data stays private for sensitive installs.
Verified technician identity
Surface technician name, photo and badge so customers can confirm who is arriving.
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 and union requirements out of the box.
API-first, zero disruption
Dispatchers keep working in your scheduler exactly as they do today.
On My Way for telecom field service: the essentials
- Cuts no-shows with live tracking, reminders and self-service rebooking — protecting install and activation capacity.
- Builds doorstep trust with verified technician identity: name, photo and badge before arrival.
- Keeps sensitive install and repair appointments secure 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 Foxtel cut customer no-shows by 38%
Foxtel uses On My Way to give customers certainty before every installation and repair — a live ETA, proactive reminders and self-service rebooking when a slot no longer works.
The result: a 38% reduction in customer no-shows, protecting install capacity and cutting wasted truck rolls — without changing the underlying scheduling system.
“
Experience and knowledge that has provided us with a clear and comprehensive set of benefits to aim for, that are all backed up by evidence and analysis.
Neil Taplin, Head of Operations, Arqiva
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 telecom customer experience to put our fee on the line.
Book a demo →Frequently asked questions
Does On My Way replace my telecom scheduling system?
No. On My Way layers a customer-facing experience on top of the scheduling stack 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 reduce no-shows?
Proactive confirmations, reminders and a live ETA give customers certainty, and self-service rebooking lets them move a clashing slot in a tap — the same approach cut no-shows by 38% at Foxtel.
What is verified technician identity?
Before arrival, the customer sees the technician’s name, photo and badge in the branded tracker, so they know exactly who is coming and open the door with confidence.
Is appointment access secure?
Yes. Customer tracking links are passcode-protected, so appointment and address details for sensitive installs and repairs stay private.
Does it meet union and works-council requirements?
Yes. The deployment is built to meet GDPR and European works-council and union requirements, with role-based access for your team.
How long does it take to go live?
Typically 4–6 weeks, layered on top of your existing scheduling stack with no disruption to dispatch.
Can we promote upgrades and add-ons?
Yes. Targeted in-visit messaging lets you promote upgrades and add-ons inside the appointment experience customers actually open.
Built for your industry
Reduce no-shows like Foxtel
Foxtel cut customer no-shows by 38% with On My Way. See how the same self-service experience could protect your install capacity — with a 35% call-deflection guarantee in 90 days.