Case Study - On My Way
Bosch Thermotechnology
The Bosch Home Comfort Group selected Leadent Digital’s On My Way service appointment tool to enhance customer satisfaction and optimise operational efficiency, by streamlining appointment confirmations and reducing workload for their contact centres across Germany, Austria and the Netherlands.
Although the roll-out is still on-going, this interim case study highlights the benefits, key insights, and real-world impact of the solution that Bosch has already seen.
What were the goals of this initiative?
Improve Customer Experience
Enhance the customer journey and increase customer satisfaction by transforming service appointment scheduling.
Reduce Costs
Improve operational efficiency by reducing call centre workload and manual appointment confirmation processes.
About On My Way
On My Way is an enterprise-grade solution that allows end customers to see all the information they need to know about their service appointment, with self-service options for confirmation, rebooking, updates and pro-active reminders.
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Bosch’s solution is integrated with the IFS PSO scheduling system, to arrange customer service appointments via SMS, partially replacing traditional call-based scheduling. Customers are sent a suggested appointment, and they have the option to confirm its suitability, at their convenience, via the tool.
“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,
Bosch Home Comfort Group, Service Management
Key Results & Impact So Far
With On My Way in place and being used to communicate with customers, Bosch observed improvements in customer engagement and operational efficiency, including:
Impressive Confirmation Rate
On My Way has so far achieved a 60-65% confirmation rate from customers included in the project, surpassing initial expectations.
Operational Efficiencies
While it remains too early in the project to measure the reduction in call centre workload, early results indicate a reduction in call volumes will be achieved as adoption increases, allowing those resources to focus on other tasks.
Feedback-Driven Improvements
Based on feedback from customers and field service & sales teams, Bosch has been able to easily make improvements, such as modifying appointment reminder timing and reducing the arrival time window.
What's it like to work with Leadent Digital?
Collaborating with Leadent Digital has played a crucial role in the project's success so far and the Bosch Home Comfort Group has experienced:
High Responsiveness & Flexibility
Leadent Digital provided quick responses and solutions, ensuring smooth implementation and adaptation.
Adaptability to Bosch’s Needs
Leadent Digital’s ability to tailor the tool to Bosch’s complex requirements played a critical role in the project’s success.
Collaborative Problem-Solving
The team worked closely with Bosch, proactively identifying and resolving challenges rather than just executing against requests.
Efficient Communication
Communication was effective and supportive and having direct access to key contacts, facilitated clear and effective discussions, reducing delays.
“It was great to work with Leadent Digital.
A big advantage was that we could share our problems, and they would think with us about possible solutions. You are very flexible, and responsiveness has been great.”
Tim Hausner
Bosch Home Comfort Group, Service Management
Conclusion
On My Way has already started to deliver significant benefits for the Bosch Home Comfort Group, including better-than-expected appointment confirmation rates, improved customer communication, and streamlined operational processes.
The ability to make real-time adjustments based on customer and internal feedback has proven invaluable in optimising the tool’s functionality.
Looking ahead, Bosch is committed to further enhancements, such as refining KPIs, expanding usage, and ensuring continuous improvements in customer satisfaction.
As the solution matures, it is expected to drive even greater efficiencies and elevate the overall service experience for Bosch’s customers.