Real-time updates on technician ETA

Purpose

1.1. Provide customers with instant, accurate technician ETA updates to reduce uncertainty, improve transparency, and enhance satisfaction.
1.2. Automatically notify customers about schedule changes, technician approach status, and updated arrival estimates via their preferred channel.
1.3. Ensure seamless field-to-customer communication, minimizing missed appointments and operational friction.

Trigger Conditions

2.1. Technician marks status as ‘En Route’ or ETA is updated in field management system.
2.2. GPS location of technician is polled or gets significant update.
2.3. Job schedule modification (delay, reschedule, route optimization).
2.4. Manual update by dispatcher or technician via mobile app.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Messaging API; send SMS on ETA update (configure webhook to Twilio Messaging).
3.2. SendGrid
• Feature/Setting: Mail Send API; trigger templated ETA update emails (integrate via dynamic transactional templates).
3.3. Pushbullet
• Feature/Setting: Push API; instant push notification to customer’s device (set up automation with device/client token).
3.4. Slack
• Feature/Setting: Incoming Webhooks; channel notification of ETA to internal stakeholders (configure with workflow bot).
3.5. Microsoft Teams
• Feature/Setting: Connector; send ETA card to a designated channel or chat (use Adaptive Card webhook).
3.6. Facebook Messenger
• Feature/Setting: Send API; direct message to user through business page (configure subscriber/message ID link).
3.7. WhatsApp Business API
• Feature/Setting: Template message; automatically notify customer on WhatsApp (register template for ETA alerts).
3.8. Google Maps Platform
• Feature/Setting: Directions API; fetch current ETA based on live route (embed dynamic map link in notification).
3.9. Salesforce
• Feature/Setting: Process Builder/Flow; trigger push/ email/SMS through integrated comms tool on status change.
3.10. HubSpot
• Feature/Setting: Workflow automation; trigger email/SMS with personalized ETA fields to contact record.
3.11. Mailchimp
• Feature/Setting: Transactional Email API; send real-time ETA message using dynamic blocks.
3.12. Intercom
• Feature/Setting: Custom Bot Messages; automate in-app or email ETA updates.
3.13. Zapier
• Feature/Setting: Webhook/Action; route ETA data to multiple channels based on user preference.
3.14. Microsoft Power Automate
• Feature/Setting: Flow; map event trigger to Teams/SMS/Email notification.
3.15. ServiceNow
• Feature/Setting: Workflow Designer; build flow to communicate ETA updates.
3.16. FieldAware
• Feature/Setting: Mobile Notifications/Customer Updates; trigger auto ETA message on tech status update.
3.17. Freshdesk
• Feature/Setting: Automations & Custom Apps; send ETA notification when ticket/dispatch is updated.
3.18. Zendesk
• Feature/Setting: Triggers & Targets; notify customer via SMS/Email when ETA changes.
3.19. Google Chat
• Feature/Setting: Incoming Webhook; post ETA notifications to a support chat space.
3.20. OneSignal
• Feature/Setting: Push Notification API; send app push notification with live ETA.

Benefits

4.1. Reduces customer uncertainty and support calls—customers receive proactive updates.
4.2. Enhances brand trust by increasing visibility of field operations.
4.3. Decreases appointment no-shows through timely notifications.
4.4. Optimizes technician productivity via automated communications.
4.5. Provides flexibility for customers to prepare for arrivals or reschedule as needed.
4.6. Scales easily across multiple communication platforms and customer preferences.