Proactive communications and engineer arrival tracking service

Descriptions

We are looking for a supplier to provide automated communication to customers throughout their journey as well as engineer arrival tracking services for our connections customers.

The service will be used to send auto notifications via SMS. email or other messaging service to: -

• Confirm agreed appointment dates/times.

• Send reminders of upcoming appointments at set intervals in advance of start date

• Send instructions/updates at relevant touch points in the customer journey to include links to website and PDF documents

• Provide live estimated time of arrival (ETA) tracking and location-triggered updates.

• Have two-way communication so customers can chat with engineers

• Collect real-time feedback from customers after work completion

• Provide analytics on customer satisfaction and feedback

• Be able to integrate with SAP ECC6 and CRM

• Provide an online dashboard for monitoring by office-based staff

We are looking for an off the shelf, market tested solution. We are not looking to develop a bespoke solution.