Smarter Week

How to automate it

How to automate “call customers about arrival times and delays”

Here is the best way to spend less time on this, best first. Each comes with steps you can follow today.

25 min
typically, every day
75%
of the time can be automated
Easy
to set up

Fix 1 of 1

Automation

Send automatic "on my way" texts with a live arrival time

When the tech taps "on my way", the customer gets a text with the tech's name, photo and ETA. Delays update automatically, so nobody has to phone round.

Typically saves about 70% of the time30 min to set up
  1. 1Switch on customer notifications in your field app.
  2. 2Write the text templates once (booked, reminder, on my way, running late).
  3. 3Ask techs to tap "on my way" and "arrived" every job.
  4. 4Watch the drop in "where is my tech?" calls.

Tools: ServiceTitan, Jobber, Housecall Pro, FieldEdge, Workiz or simPRO

Quick wins

Have you tried…

Does your system text customers automatically when the tech is on the way?
When the tech taps "on my way", the customer gets a text with the tech's name and arrival time. It cuts most of the "where is my tech?" calls.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Field service technicianDispatcher / service coordinator

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Other common tasks for Field service technicians