Oracle Field Service Cloud, integrated with SAP CRM, and rolled out on budget. 350 gas engineers scheduled and routed with active capacity management.
Market-leading customer experience, with on-the-day customer updates via email and SMS. In-app options for customers to leave feedback.
Targeted expertise to ensure optimisation of the solution, including routing trials to properly understand the effects of different approaches and tools to support data transfer.
In a highly competitive market, customers increasingly look to aftercare in their decision to buy; having a superior product is no longer enough and Worcester Bosch wanted to further improve its customers’ experience, and at the same time reduce the cost of the operation.
We implemented On My Way to keeps customers informed, in real-time, of the ETA of their assigned engineer, alongside rich information about their appointment and engineer. Worcester Bosch also implemented the Contact Centre and Customer Feedback modules to stay on top of the customer experience.
The number of calls from customers into the contact centre is significantly reduced, as they can now self-serve to find out their appointment status and progress.
On My Way has delivered excellent customer interaction rates with over 65% of appointments being actively followed by customers. In its first year of operation, the solution has generated nearly half a million clicks.