British Gas has a large mobile team selling new boilers to households in the UK. This team is pre-allocated a number of scheduled appointments (both physical and video call) on a daily basis, but over a third were failing due to the customer not being available, resulting in wasted heating service advisor time and lost revenue for the business.
ContactEngine proactively engages British Gas customers ahead of their Heating Services home visit to make sure customers are still available for the visit, as well as any relevant access information. If a customer is not available for a scheduled visit, not only is ContactEngine able to automatically reschedule this appointment seamlessly in the conversation, but it also identifies customers in the same area who have an appointment booked in the following days asking if they would like a visit earlier than scheduled - this bringing forward of jobs maximizes field productivity by reducing empty slots in calendars, as well as improving the customer experience.
