Brinks Home
Leading home security provider transformed 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-backed
Works with any WFM
Live in weeks
4.1M+ Appointment Notifications
Home services customers
40–55%fewer appointment-change calls
≤ 6 weekstypical pilot go-live
25%↓preventable no-shows
24/7customer 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.
- 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
60k+
The Solution
Give customers self-service that actually respects your operations.
OMW sits on top of your existing workforce management system and lets customers confirm, cancel, or reschedule online — with your rules, skills, and time-window guardrails built in.
Reschedule
Show only valid slots based on geography, skills, availability, and your SLA rules.
Confirm
Let customers confirm attendance ahead of the visit so dispatch stays clean.
Cancel
Reduce avoidable truck rolls and capture intent earlier — especially after hours.
How the platform fits your stack
OMW is a self-service layer over your existing WFM, CRM, and messaging stack. No rip-and-replace. No forcing customers into invalid choices.
- ✓Reads available slots from your existing scheduling environment
- ✓Applies business guardrails before customers see options
- ✓Writes changes back to your source systems
- ✓Triggers branded reminders and confirmations by email/SMS
Who wins
Operations
Fewer avoidable calls, cleaner schedules, lower no-shows, better utilization.
Customer service
Agents focus on high-value issues instead of admin changes and callbacks.
Customers
24/7 control with a simple, branded self-service journey on any device.
Leadership
Measured cost reduction, stronger CSAT, and a fast path to ROI.
Why OMW beats “just send a reminder” approaches
| Capability | Basic reminder tools | OMW |
|---|---|---|
| Customer self-service reschedule | Limited / manual | Yes |
| Guardrails for skills, jobs, SLAs | No | Yes |
| Bi-directional sync with WFM | Usually no | Yes |
| After-hours call deflection | Low | High |
| Measured no-show reduction | Inconsistent | Designed for it |
Case studies
Proof from the field
OMW is already producing results for enterprise field-service organizations.
Reliance Home Comfort — 1.7M customers
Protection-plan scale demands flexibility. Customers manage their own appointments online. Call volume down; CSAT up.
Bosch Home Comfort Group
“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.”— Tim Hausner, Service Management
Bosch modernized how customers confirm or change service appointments across multiple countries, reducing inbound calls while improving customer satisfaction.
- ✓60–65% customer confirmation rate, surpassing initial expectations
- ✓Reduced call-center workload as adoption grew
- ✓Customer-led refinements to reminder timing and arrival windows
- ✓Live in 3 countries: Germany, Austria, and the Netherlands
“OMW has already started to deliver significant benefits less than 6 months after implementation.”
— Service Management Lead, Bosch Home Comfort Group
Why the Bosch rollout mattered
- Integrated with IFS PSO scheduling
- Customers could confirm or rebook online without calling
- Leadent adapted quickly to complex operational requirements
What customers say
“Results across two KPIs have more than paid for our investment.”
“It’s really about elevating the customer experience; OMW optimises the journey for the customer.”
“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.
A pilot plan built around your numbers
Most customers start with a focused pilot to validate call deflection, no-show reduction, and customer adoption before rolling out more broadly.
- ✓Fast go-live, typically 2–6 weeks
- ✓Single region, business unit, or service line to start
- ✓Shared KPI baseline and adoption targets
What the pilot includes
- ✓Integration to your scheduling environment
- ✓Customer reschedule / cancel / confirm journeys
- ✓Guardrails, messaging, and reporting
- ✓Weekly optimization review
The call deflection math adds up fast
Use your own numbers to estimate monthly savings from call deflection alone. This does not even include no-shows, improved utilization, and other operational benefits.
Total appts / month
6,000
Change calls
2,100
Saved / month
£6,300
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 is a fit?
OMW is strongest where appointment changes are frequent, field visits are valuable, and call-center time is expensive.
- ✓Home services, HVAC, energy, security, appliance repair, telecom, or utilities
- ✓Meaningful call volume tied to reschedules, confirms, or cancellations
- ✓Existing WFM / dispatch stack already in place
- ✓Leadership team wants measurable cost reduction and better CX
Integrates with your current environment
OMW is designed to sit above the systems you already use, not force a platform migration.
Scheduling / WFM
Existing dispatch and appointment logic
CRM / customer data
Context for customer identity and journey
Messaging
Email and SMS reminders
Analytics
Track adoption and call deflection
Security & compliance
- ✓SSO (SAML/OIDC), RBAC, IP allowlists
- ✓Encryption in transit and at rest
- ✓PII minimization and retention controls
- ✓Audit logging and anomaly alerts
- ✓Data residency by region (EU/UK/NA)
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, the rollout can be backed with a performance guarantee — or the team keeps working at no charge until the target is hit.
Pricing aligned to value
Most companies start with a per-technician model. Larger organizations can use appointment-volume or hybrid pricing. Pricing is anchored to measured call deflection and no-show reduction.
FAQs
How long does implementation take?
Typical pilots go live in 2–6 weeks depending on integration depth and number of regions or brands.
Do we need to change or replace our WFM?
No. OMW adds a self-service layer that reads and 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. Best-practice communications support adoption.
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.
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 and 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.