A customer-experience layer designed to improve communication across every field-service appointment
FOR IMMEDIATE RELEASE
UK, 23 September 2026 — Field-service appointments can create unnecessary customer calls when people cannot see technician locations, arrival times or appointment updates. On My Way provides a customer-experience layer that sits on top of existing scheduling systems, offering live tracking, self-service rebooking, automated notifications, customer feedback and operational insight. On My Way is designed without requiring a rip-and-replace approach and can go live within 4–6 weeks.
On My Way gives customers greater visibility throughout the appointment journey. On My Way provides branded tracking links, dynamic ETAs and named-technician details, helping customers see where their engineer is and when they are expected to arrive. On My Way also enables customers to confirm, reschedule or cancel appointments online and share photos, with actions writing directly back to the existing scheduling system.
Beyond visibility and self-service, On My Way provides automated branded SMS and email notifications triggered by the scheduling system. On My Way also captures customer feedback and NPS at the point of service, while in-page live chat allows questions to be addressed through the tracking page before they become calls. Operations teams can use insight into call deflection, on-time arrival and NPS across branches, regions and technicians.
On My Way connects with an existing scheduling engine through its API, allowing businesses to keep their current field-service software. The On My Way implementation process includes connecting the scheduling system, configuring the customer journey, setting notification triggers and rebooking rules, then rolling out to a region or the wider base. On My Way also provides a 35% call-deflection guarantee in 90 days, continuing to work without fees if the agreed target is not achieved within that period.
On My Way is built by Leadent Digital, a UK pure-play field-service specialist with more than 20 years of consulting and technology experience. On My Way is designed as a WFM-agnostic layer that upgrades customer communication and self-service without replacing the underlying system. On My Way supports secure and compliant deployment through features including Microsoft Entra ID SSO, passcode-protected views, encrypted data, ISO 27001 information-security standards, GDPR readiness and API-first integration.
###
For more information about On My Way, visit https://tryonmyway.com/ and find the best field service tacking option for your firm.
Contact Us:
On My Way
Address: 20-22 Wenlock Road
London, N1 7GU
England
Phone: 08444145707
Email: hello@tryonmyway.com