1. Configure Where is My Technician
  2. Implementation Overview of WMT

Implementation Overview of WMT

The implementation flow for WMT starts with designing and customizing a theme to match your brand and creating a tailored customer experience. This includes deciding what information customers can see, making sure messages align with your brand tone and service expectations. You can also adjust the timing and content of notifications for optimal impact. WMT offers five notification types to update customers at critical points in their service journey, ensuring a smooth and captivating interaction.

Implementation Flow

  1. Step 1: Create the Where's My Technician theme

    A theme needs to be created first in WMT because it defines the branding, layout, and overall look and feel of the customer-facing experience; setting it up at the start ensures all configurations—such as messages, technician tracking, and feedback—are aligned with your company’s identity and applied consistently across every communication.

  2. Step 2: Configure the WMT theme

    • Branding: Select template (Bright, Hero, Minimal), set main/background colors, upload logo and favicon, and add configurable domain if required.

    • Attributes: Specify what to show:

      • Arrival time (ETA, Service Window, Delivery Window, Communicated Window).

      • Customer address (show/hide).

      • Technician name/photo.

      • Service type.

    • Map: Configure whether to show technician and customer positions (Exact, Approximate, Hidden) and driving track.

    • Localization: Configurable text, labels, and placeholders. For example, {TECHNICIAN_NAME}, {ARRIVAL_TIME_RANGE}).

    • Feedback: Enable feedback (comment, rating) and map fields to configurable properties.

    • Interaction: Enable cancel option for customer and/or chatbot integration.

  3. Step 3: Configure Messaging/Notifications:

    • Appointment Confirmation: Notifies customers when an appointment is scheduled, providing them with essential details such as the technician's name, service address, and estimated arrival time.
    • Appointment Reminder: Reminds customers of their upcoming service appointment, ensuring they are prepared and available.
    • On the Way Notification: Informs customers when the technician is en route, offering real-time updates on the technician's location and expected arrival time.
    • Arrival Notification: Alerts customers when the technician has arrived at their location, allowing them to prepare for the service.
    • Feedback Request: After the service is completed, requests feedback from customers regarding their experience, which can be used to improve service quality.

  4. Step 4: Set Launch Conditions for notifications: Define the condition when customers should receive the notification.

  5. Step 5: Test: Test WMT by sending a sample link to confirm it opens smoothly, shows real-time technician updates, displays your branding, and records any feedback or interactions correctly.

  6. Step 6: Train users and go live: After WMT testing is successful, training your team and moving live is important so customers immediately get a smooth, reliable experience; it helps your staff feel confident using the tool, ensures accurate updates are shared with customers, and builds trust by showing the system works seamlessly from day one.