Brinks Home
Leading home security provider transformed their appointment management with seamless customer self-service, reducing call volume and improving customer satisfaction.
Revolutionizing field service, one customer at a time
Cut 40–55%
of customer appointment change calls
Allow customers to reschedule, cancel, or confirm online. Your call center breathes. Your techs stay productive. Your CSAT climbs.
Performance-backedWorks with any WFMLive in weeks
4.1M+ Appointment Notifications
Home Services Customers
Trusted by leading field service teams across the UK, EU, and North America
40–55%
fewer appointment-change calls
≤ 6 weeks
typical pilot go-live
25%↓
preventable no-shows
24/7
customer self-service
Trusted by Field Service leaders
The Problem
Your call center is drowning in changes — not bookings.
Field service teams find 30–40% of appointments get rescheduled and 10–15% are cancelled. Every change is a 5–7 minute call. Most happen after hours. Net effect: wasted labor, frustrated customers, and techs arriving to no customer present.
- Long hold times for simple changes
- After-hours changes pile into call-back queues
- No-shows and late gaps destroy utilization
- Agents stuck on admin instead of real issues
"OMW has already started to deliver significant benefits less than 6 months after implementation"
— Service Management Lead, Bosch Home Comfort Group
3-month average customer engagement rate
89%
Incoming calls averted
300k+
The missing layer your WFM doesn't provide.
Your backend systems are great at optimization — but they weren't built for customer self-service. OMW adds a platform-agnostic portal on top of what you already use. Customers can reschedule, cancel, or confirm their appointment online in seconds.
- ✓Deployed across 4 countries for Bosch
- ✓Scales to 1.7M+ customers (Reliance)
- ✓Multi-language, multi-market ready
- ✓Live in weeks — not months
System Architecture
Seamless integration with your existing systems
OMW sits on top of your WFM, providing a customer-facing self-service layer without disrupting your backend operations.
Customer-Facing Layer
OMW Self-Service Portal
Customer appointment management
Live in weeks
Reschedule
Instant appointment changes
Cancel
Self-service cancellations
Confirm
Appointment verification
API Integration Layer
Your Existing Backend Systems
WFM System
IFS, ServiceMax, FieldAware, Oracle, SAP, Oracle Field Service, etc.
No changes required
CRM
Salesforce, Microsoft Dynamics, etc.
Existing workflows intact
Other Systems
Billing, inventory, dispatch, etc.
Zero disruption
Zero
Backend disruption
API-first
Modern integration
Weeks
To go live
Sits as a layer on top of your existing system
What this means for your team
Every stakeholder wins with intelligent self-service
Operations
- 40–55% fewer change calls
- Fewer no-shows + tighter routes
- Queue relief in peak season
Customer Experience
- 24/7 self-service
- Faster first-contact resolution
- Higher CSAT/NPS
IT / Security
- API-first, SSO, RBAC
- No dispatch disruption
- Audit logs & data minimization
Leadership
- Lower cost-to-serve
- Board-ready deflection metrics
- Payback in weeks
Why a self-service layer(vs. native WFM features)
WFM is built for dispatch
- Great at optimization & rules
- Limited customer UX & comms
- Hard to iterate cross-brand/region
OMW is built for customer self-service
- Frictionless reschedule/cancel/confirm
- Templates for email/SMS adoption
- Fast iteration, A/B, multilingual
Case Study Highlights
Reliance Home Comfort — 1.7M customers
Protection-plan scale demands flexibility. Customers manage their own appointments online. Call volume down; CSAT up.
What operators are saying about OMW & Leadent Digital
Case Study Highlights
"It will be much easier for the customer to agree to appointments with us. I can rebook my appointment while watching TV in the evening, without having to call anyone."
Challenge
Bosch wanted to modernize how customers confirm or change their service appointments, reducing inbound calls while improving satisfaction across multiple countries.
Solution
Bosch implemented On My Way, integrating it with their IFS PSO scheduling system. Customers now receive appointment offers via SMS and can confirm or rebook online — without calling.
Results
- 60–65% customer confirmation rate, surpassing initial expectations
- Reduced call-center workload and improved efficiency as adoption grows
- Customer-led refinements: Bosch adjusted reminder timing and reduced arrival windows from real-time feedback
- Live in 3 countries: Germany, Austria & Netherlands
Collaboration with Leadent Digital
- •Fast responses and flexible adaptation to complex requirements
- •Collaborative problem-solving — "they think with us about possible solutions"
- •Clear, direct communication and rapid implementation
Reliance Home Comfort
"Results across two KPIs [reductions in missed appointments and incoming calls] have more than paid for our investment"
Brinks Home
"It's really about elevating the customer experience; OMW optimises the journey for the customer"
E.ON Energy
"We know our customers who go through the OMW journey have a better experience than those who don't"
Live in weeks — not months
Step 1
Connect OMW to your scheduling system(s)
Integrate via API or secure middleware — no rip-and-replace.
Step 2
Configure your customer flows
Reschedule, cancel, confirm; guardrails for SLA windows; branded emails/SMS; multi-language.
Step 3
Launch, measure, optimize
See deflected-call metrics day one. Iterate time slots, rules, and comms to maximize adoption.
Fast Implementation
Start with a low-risk pilot
Go live in weeks, not months. Our proven 6-week pilot gets you results fast.
- Week 0–1Integration & Setup
Integration handshake, data fields, guardrails.
- Week 2–3Customization & Testing
Brand the portal, email/SMS templates, internal UAT.
- Week 4Go-Live
Launch to a region/brand; track deflection & no-shows.
- Week 5–6Optimize & Report
Tune slots & comms; prep board-ready results.
Weekly Performance Reports
Track deflected calls, adoption rate, no-show delta, and agent time saved with detailed analytics.
The call deflection math adds up fast
Use your own numbers to estimate monthly savings from call deflection alone. This doesn't even include no-shows, improved utilization, and other operational benefits. We'll show you the complete breakdown in the demo.
Results & Benefits
Ops wins
- 40–55% fewer change calls
- Fewer no-shows & late gaps
- Better engineer utilization
CX wins
- Up to 25% fewer preventable no-shows
- 24/7 self-service
- Instant confirmations
- Higher CSAT/NPS
Leadership
- Lower cost-to-serve
- Seasonal surge resilience
- Board-ready metrics
IT
- API-first, SSO, RBAC
- Multi-brand/region/language
- No dispatch disruption
Who this is perfect for
- • 50–1000+ technicians; 2k–50k+ appts/month
- • High seasonality and weather-driven reschedules
- • Existing WFM in place; want zero disruption
- • Willing to include portal links in comms
Who isn't a fit
- • < 20 techs or < 500 appts/month
- • No scheduling system / no APIs
Works with what you already have
OMW is platform-agnostic. We sit on top of your WFM and CRM. We follow your windows/skills rules and write back confirmed changes.
- • API-first; SSO & role-based access
- • Multi-brand, multi-region, multi-language
- • Enterprise security & data privacy
- • Zero disruption to live dispatch
Want the integration spec? We'll share our standard doc in the call.
Security & compliance
- SSO (SAML/OIDC), RBAC, IP allowlists
- Encryption in transit & at rest
- PII minimization & retention controls
- Audit logging & anomaly alerts
- Data residency by region (EU/UK/NA)
We share our security overview & DPIA on request.
SSO
SAML/OIDC
Data
Minimized
Audit
Full Logs
Our Guarantee
Cut at least 35% of appointment-change calls within 90 days with OMW's self-service portal — layered on top of your existing WFM.
Conditional guarantee
If you qualify, we'll back the rollout with a performance guarantee — or we'll work at no charge until the target is hit. (Eligibility and terms confirmed on the call.)
Pricing that aligns to value
Most companies start with a simple per-technician model. We also support appointment-volume or hybrid pricing for larger orgs. We always anchor pricing to measured call deflection and no-show reduction.
We'll show ROI vs. call-center cost on your numbers.
FAQs
How long does implementation take?
Typical pilots go live in 2–6 weeks depending on integration depth and number of regions/brands.
Do we need to change or replace our WFM?
No. OMW adds a self-service layer that reads/writes to your existing system.
What about after-hours changes?
That's where deflection spikes. Customers can manage appointments 24/7; your team processes zero calls.
Will customers actually use it?
Yes — especially when the portal link is included in booking confirmations and reminders. We provide best-practice comms.
Can we limit what customers can change?
Yes. You control guardrails: date ranges, time windows, engineer skills, job types, fees, and cancellation policies.
Security & privacy?
Enterprise-grade security, SSO, audit logs, and regional data handling. We're happy to share our security overview.
Operational guardrails you control
Time windows
Set limits for how close to the slot a change is allowed; throttle last-minute moves.
Job types & skills
Respect skills & parts rules automatically; no invalid customer choices.
Fees & policies
Optional cancellation fees and policy prompts to reduce abuse while staying fair.
Ready to see the cost savings on your data?
30 minutes is enough to model your complete operational impact: call deflection, no-show reduction, improved utilization, and cost savings.
No procurement talk — just your numbers and the flow.