Appointment management for utility field service
Utility field service runs at scale, with strict access, metering and safety-compliance requirements. Missed visits and access failures are expensive, and first-time fix is critical to controlling cost across a large workforce. On My Way adds live tracking, self-service rebooking and clear access information on top of your existing scheduling — securely and compliantly.
19%
E.ON — first-time-fix uplift
53%
Bosch — fewer ETA calls
38%
Foxtel — fewer no-shows
Trusted by enterprise field service teams
The On My Way customer experience for a utility metering, connection or repair visit.
Access, safety and a large workforce
Utility field service runs at scale, with strict access, metering and safety-compliance requirements. Every visit has to reach the right person, the right meter or the right asset — and access failures are expensive.
First-time fix is the lever that controls cost across a large workforce: a visit that fails or has to be repeated is a wasted truck roll, a re-book and a frustrated customer. Wide windows and poor information before the visit are the enemy of completion.
The scheduling system you already run dispatches the work well. What it does not give your customers and engineers is certainty and context before the visit — a live ETA, clear access instructions, easy rebooking, and notes and photos that lift first-time fix. That is the gap On My Way closes.
Every utility visit, from booking to feedback
Before the visit
Confirmation & access info
A branded confirmation and reminders lift attendance, and clear access instructions tell the customer how and when to provide access — cutting failed visits 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 — protecting capacity.
Visit & after
First-time fix, then feedback
The engineer arrives with site history, notes and photos for a first-time fix. Afterwards an NPS prompt captures satisfaction on the visit.
How On My Way helps
First-time fix, done right
On My Way gives utility customers a live ETA, automated reminders and self-service rebooking, while surfacing clear access instructions and capturing notes and photos so engineers arrive prepared. The result is higher first-time-fix rates, fewer failed visits and lower cost per job.
Passcode-protected appointment views keep access secure and GDPR-compliant, and a live contact-centre view means agents see exactly what the customer sees.
On My Way, mapped to utility operations
First-time-fix notes & photos
Engineers arrive prepared with site history, notes and photos — lifting completion rates across the workforce.
Clear access instructions
Customers know how and when to provide access, cutting failed visits at scale.
Real-time tracking & reminders
A live ETA and proactive reminders that remove the “where are they?” call.
Self-service rebooking
Customers move to a slot that works, protecting capacity and reducing missed visits.
Passcode-protected access
Secure, GDPR-compliant appointment views for metering, connection and repair visits.
Works with your WFM
Layer on top of Oracle, SAP, IFS, ServiceMax, Salesforce or Dynamics 365 — keep your scheduler.
Going live with your utility 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, access-instruction fields and passcode-protected access.
Go live in 4–6 weeks
Launch on top of your current setup with no disruption to dispatch.
Utility field service: before and after On My Way
| On a typical service day | Without On My Way | With On My Way |
|---|---|---|
| First-time fix | Engineer arrives without site context | Notes, photos & history on the van — higher completion |
| Access failures | Wasted truck rolls and re-books | Cut by clear access instructions and reminders |
| Missed visits | Capacity lost across a large workforce | Reduced by confirmations and self-service rebooking |
| “Where is my engineer?” calls | Flood the contact centre | Deflected by a live ETA tracker |
| Appointment data security | Generic links | Passcode-protected, GDPR-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 and compliant at utility scale
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.
Passcode-protected access
Customer tracking links are passcode-protected, so appointment and address data stays private.
GDPR & works-council ready
Built to meet GDPR and European works-council requirements out of the box.
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.
Clear access & safety info
Surface access and safety instructions to the customer before the visit, reducing failed or unsafe attendance.
API-first, zero disruption
Dispatchers keep working in your scheduler exactly as they do today.
On My Way for utility field service: the essentials
- Lifts first-time fix with site history, notes, photos and clear access instructions before the visit.
- Cuts access failures and missed visits with confirmations, live tracking and self-service rebooking.
- Keeps appointments secure and GDPR-compliant 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 E.ON improved first-time fix by 19%
E.ON uses On My Way to give utility customers a live ETA, clear access instructions and self-service rebooking, while engineers arrive with the context they need for a first-time fix.
The result: a 19% improvement in first-time job completion — controlling cost across a large workforce, without changing the underlying scheduling system.
“
Leadent bring a different way of thinking, plus experience, and a knowledge of how to really make best use of technology in a business context.
Stewart King, Product Owner – Field, EDF Energy
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 utility 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 — Oracle, SAP, IFS, ServiceMax, Salesforce Field Service or Dynamics 365 — via API. Your scheduler stays the system of record.
How does it improve first-time fix?
Engineers arrive with site history, notes and photos, and customers get clear access instructions before the visit — so more jobs are completed on the first attempt. The same approach improved first-time job completion by 19% at E.ON.
How does it cut access failures?
Clear, branded access instructions and proactive reminders tell the customer how and when to provide access, so fewer visits fail on arrival.
Can customers reschedule a visit themselves?
Yes. Customers rebook to an optimised slot in a tap, which writes back to your schedule — protecting capacity and reducing missed visits.
Is it 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 — important for utility-scale operations.
Does it handle a large workforce?
Yes. On My Way runs at utility scale on top of your existing WFM, syncing appointments, work orders and engineer status via API across the whole workforce.
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.
Built for your industry
Improve first-time fix
See how On My Way lifts first-time completion and cuts missed visits for utility teams — the same approach E.ON used to improve job completion by 19%, with a 35% call-deflection guarantee in 90 days.