Ogi brings a connected customer experience to broadband installation appointments
Ogi is a proudly Welsh, full fibre broadband and internet service provider, passionate about connecting people. By installing new full fibre internet infrastructure, bypassing old, worn connections, Ogi wants to give people, communities and businesses across south Wales a real online advantage, bringing the full fibre connection (FTTP or Fibre To The Premises) to their doorstep.
With Localz, Ogi can keep customers in the loop and provide a connected experience around installation appointments.
- 4 in 5 customers who respond say they find the ETA and progress useful
- 1 in 4 customers provide feedback
- Feedback gives a boost to installers
As Wales’ fastest growing broadband company, Ogi saw many Welsh communities were not getting the broadband speeds they deserved. The company set out to bring ultrafast and ultra-reliable broadband to homes and businesses right across the south Wales region.
When it came to installation appointments, the company wanted to provide a friendly, digital-first customer experience that lived up to its brand promise.
The chosen solution would need to remind customers about their appointment, show customers when the engineer was travelling, and make it easy to contact Ogi if needed.
Localz was selected to provide automated communications, technician tracking and real-time feedback around installation appointments. It was easy to get started as Localz worked seamlessly with Ogi’s existing field service platform, Microsoft Dynamics 365.
“Localz integrated with our existing software, making it easy to track engineers to their job,” explains Louise Healey, Head of Service Operations at Ogi.
The Localz solution
Automated communications and ETA tracking
Ogi uses Localz to ensure customers have all the information they need before an installation. This also helps to avoid costly missed appointments.
- Customers receive an email when their appointment is created, letting them know the date.
- Customers receive another email if the appointment is changed or rescheduled.
- On the morning of the appointment, the customer gets an SMS with their appointment time slot.
- When the installer is on their way, the customer receives an SMS with a link to the customer portal, where they can track the installer’s arrival on a map.
- The customer gets another SMS when the installer is about to arrive.
Within the web-based portal, the customer can view the installer’s name and photo, so they know whom to expect at the door.
“What’s great about Localz is that customers can see their appointment details, see where the engineer is and provide feedback all in the same place,” adds Louise Healey.
Of the customers who provide feedback about their appointment, 4 out of 5 say they find the job progress and ETA helpful.
"What’s great about Localz is that customers can see their appointment details, see where the engineer is and provide feedback all in the same place."
Head of Service Operations, Ogi
Real-time appointment-based feedback
Right after the appointment, the customer receives an SMS with a link to provide feedback. This includes a rating out of 5 and questions about specific aspects of the service.
If the customer submits a negative feedback rating, an Ogi team member receives an alert so that the feedback can be taken into account.
The management dashboard displays feedback related to individual operatives and to jobs, so it’s easy to keep track of performance and flag opportunities for improvement.
“The feedback is very important. Customers can provide real-time feedback to help us continuously improve our service. The feedback also gives a boost to engineers, as they can see how well they’re performing,” says Healey.
Customers have engaged with the feature, with 1 in 4 customers opting to submit feedback about their appointment experience.
"The feedback is very important. Customers can provide real-time feedback to help us continuously improve our service. The feedback also gives a boost to engineers, as they can see how well they’re performing."
Head of Service Operations, Ogi
Localz provides support for multiple languages within the customer portal. This allows Ogi to meet its commitment to provide a hyperlocal service across Wales.
“Being local is at the heart of everything we do,” explains Louise, “and Localz allows us to cater to customers whether their preferred language is Welsh or English.”
Working with Localz
Localz was quick and easy to implement, allowing Ogi to provide an excellent experience to its rapidly growing customer base.
“Working with Localz has been a breath of fresh air,” explains Louise. “The Localz team is really responsive and requests are dealt with quickly, no matter the time of the day. It’s been a good experience.”
Seamless integration with Ogi’s existing technology also meant the impact on installers has been minimal. Staff find Localz simple and easy to use, and they appreciate having feedback to track their performance.
In the future, Ogi will be working with Localz to further streamline communication workflows and make the most of data and insights in the management dashboard.