Improve Customer Experience

The Challenge

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.

On-the-Day Customer Comms

Our Solution

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.

Reduced cost of service

The Benefits

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.

Increased customer interaction

The Results

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.