Overview: Notifications and Message Scenarios
The Oracle Where’s My Technician (WMT) application is configured to send your customer up to five types of automated messages or notifications that are configured using Message Scenarios.
| Message Type | Purpose |
|---|---|
| Appointment Reminder | A notification sent to remind you of your upcoming scheduled appointment. |
| Technician En Route | Alerts you the moment the technician has started traveling to your location, which also activates live tracking. |
| Technician Delayed | An update to inform you if your technician is running behind schedule and will arrive later than originally expected. |
| Technician Arrived | A confirmation sent as soon as the technician is physically at your location. |
| Feedback Request | Sent after the service job is completed, this message requests your valuable feedback on the experience. |
Business Benefits and Use Cases
Appointment Reminder
- Use Case: A customer books an internet installation. The day before, they receive a reminder notification confirming the date, time, and technician visit.
- Business Value: Reduces no-shows and cancellations, saving technician time and improving schedule efficiency.
Technician En Route
- Use Case: A customer gets a text that their appliance repair technician has started traveling, with a live tracking link.
- Business Value: Enhances customer trust and transparency, lowers inbound calls asking, “when will they arrive,” and improves the overall customer experience.
Technician Delayed
- Use Case: A customer expecting a utility technician receives an update that the technician is running 30 minutes late.
- Business Value: Proactively manages expectations, reduces frustration, and minimizes complaints or escalations.
Technician Arrived
- Use Case: A customer is at work but receives a push notification that the HVAC technician has arrived at their home.
- Business Value: Provides real-time confirmation, ensuring customers are prepared and reducing missed connections between technician and customer.
Feedback Request
- Use Case: After a furniture assembly service is completed, the customer receives a message to rate their experience.
- Business Value: Collects valuable customer feedback to measure service quality, improve technician performance, and increase future satisfaction and loyalty.
Together, these notifications help businesses:
- Improve operational efficiency.
- Build customer trust through transparency.
- Reduce inbound support calls.
- Capture real-time feedback for continuous improvement.