FOR IMMEDIATE RELEASE

UK, 19 September 2026 — Customers want clearer communication throughout a field service appointment, while service teams need better visibility across the customer journey. On My Way provides a customer experience layer that sits on top of an existing scheduling system. Its field service customer communication software includes live tracking, self-service rebooking, automated updates and customer feedback, without requiring businesses to replace their current scheduling system.

On My Way helps address common gaps in the appointment journey through connected customer-facing features. Customers can access live engineer positions, dynamic ETAs and branded tracking links through field service job tracking. Self-service rebooking allows customers to confirm, reschedule, cancel and share photos online, with actions written back to the scheduling system. Automated SMS and email notifications can also be triggered by the existing scheduling system.

The platform also brings customer feedback and operational insight into the appointment journey. Customers can provide ratings and comments at the point of service, while operations teams can review deflection, on-time arrival and NPS by branch, region or technician. An in-page live chat feature provides another way to address questions on the tracking page before they become calls.

On My Way is designed to work with existing field service systems rather than requiring a complete replatform. It connects with a scheduling engine through its existing API, allowing teams to configure the customer journey, notification triggers and rebooking rules around their operation. The platform can be introduced across a region or wider customer base, with field service management systems such as IFS supported through the wider expertise of Leadent Digital. Customers can also explore an IFS field service management demo as part of the available journey.

The software was developed by Leadent Digital, a field service specialist with more than two decades of consulting and technology experience. On My Way was created after years of working within enterprise field service operations and identifying a gap between sophisticated scheduling systems and the customer experience surrounding appointments. The platform provides a WFM-agnostic approach to customer communication and self-service, while Leadent Digital combines business consulting, technology implementation and software under one specialism.

On My Way provides capabilities including a field service customer portal app, job tracking software, self-service rebooking, automated notifications, customer feedback, live chat and operational analytics. Its approach is designed to upgrade customer communication while allowing organisations to keep the workforce-management system already in use.

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More information about On My Way, its features and field service customer experience software is available at https://tryonmyway.com/ to explore and even book a demo to experience.

Contact Us:
On My Way

Address: 20-22 Wenlock Road
London, N1 7GU
England
Phone: 08444145707
Email: hello@tryonmyway.com