{"id":40241,"date":"2024-12-04T10:56:02","date_gmt":"2024-12-04T10:56:02","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=40241"},"modified":"2024-12-04T11:06:05","modified_gmt":"2024-12-04T11:06:05","slug":"openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/12\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html","title":{"rendered":"Openreach Web App Cut Missed UK Engineer Appointments by 30 Percent"},"content":{"rendered":"

Network provider Openreach<\/a> (BT<\/a>) has revealed that the introduction, in April 2024, of a new website app (‘Change My Appointment<\/em>‘) that put customers in charge of their engineer visits, has already helped to reduce missed appointments by 30%. The extra resources freed up by this have also boosted the number of engineers installing full fibre broadband services.<\/p>\n

Previously, customers could only amend appointments via a text service with limited date options. They would text a preferred date then have to wait for a confirmation text from Openreach<\/a>; due to the delay, in some cases the requested date wasn\u2019t available. Research data showed frustration with the process led many to miss appointments, avoid rescheduling, or cancel their orders entirely.<\/p>\n

NOTE:<\/strong> The service was built in collaboration with Adobe Experience Manager sites and AI driven customer service platform ContactEngine.<\/div>\n

By comparison, the Change My Appointment<\/strong> service lets customers connect with Openreach to book or change engineer appointments through a live interactive calendar, allowing bookings up to three months in advance and cancellation up to a day before.<\/p>\n

The new service has also helped to boost FTTP<\/a> take-up, both by freeing up engineering resources and also because more than half of those who previously missed appointments would go on to cancel their orders. This reduction has led to an estimated 20,000 customers getting connected to full fibre since the program launched.<\/p>\n

The number of cancelled journeys \u2013 where an Openreach engineer arrives at a customer property, but is unable to gain access \u2013 has also dropped by 45%, helping to reduce costs and the business\u2019 carbon footprint.<\/p>\n

Chris Herbert, Director of Customer Service at Openreach, said:<\/strong><\/p>\n

\u201cIncreasing customer success on the day is far from easy and a challenge that Openreach has wrestled with for years, so it’s fantastic to see the difference our new customer service innovation now making.<\/p>\n

It\u2019s the first time Openreach has designed a system like this for end customers and, initially, there was some scepticism from our CP partners about a network wholesaler having this level of interaction with their own customers \u2013 but we\u2019ve worked hard to win their trust and the success of this platform is testament to that.\u201d<\/p><\/blockquote>\n

Other features of the web app include a text linking to a fibre installation \u2018checklist\u2019 \u2013 sent to customers seven days before their confirmed appointment \u2013 which includes a pre-installation video to help the customer to prepare. On the day, the end customer can reply to a text prompt for information for their engineer, such as where they can park their van, which is sent direct to them\u200b.<\/p>\n

The platform took around a year to develop and build \u2013 with Openreach working closely in collaboration with its broadband ISPs and their customers to incorporate their ideas, feedback and objectives to improve the end customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

Network provider Openreach (BT) has revealed that the introduction, in April 2024, of a new website app (‘Change My Appointment‘) that put customers in charge of their engineer visits, has already helped to reduce missed appointments by 30%. The extra resources freed up by this have also boosted the number of engineers installing full fibre […]<\/p>\n","protected":false},"author":1,"featured_media":40244,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[474,56,69],"class_list":["post-40241","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-bt","tag-fttp","tag-bt-openreach"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/113594195177311005","error":""},"yoast_head":"\nOpenreach Web App Cut Missed UK Engineer Appointments by 30 Percent - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Network provider Openreach (BT) has revealed that the introduction, in April 2024, of a new website app ('Change My Appointment') that put customers in\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/12\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Openreach Web App Cut Missed UK Engineer Appointments by 30 Percent - ISPreview UK\" \/>\n<meta property=\"og:description\" content=\"Network provider Openreach (BT) has revealed that the introduction, in April 2024, of a new website app ('Change My Appointment') that put customers in\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/12\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html\" \/>\n<meta property=\"og:site_name\" content=\"ISPreview UK\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ispreview\" \/>\n<meta property=\"article:published_time\" content=\"2024-12-04T10:56:02+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-12-04T11:06:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ispreview.co.uk\/wp-content\/uploads\/2024\/12\/nggallery_import\/Openreach-engineer-appointment-app.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"1000\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Mark Jackson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ispreview\" \/>\n<meta name=\"twitter:site\" content=\"@ispreview\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Jackson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html\"},\"author\":{\"name\":\"Mark Jackson\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#\\\/schema\\\/person\\\/de66a8b4e937c21c80e443d1bf9c35d5\"},\"headline\":\"Openreach Web App Cut Missed UK Engineer Appointments by 30 Percent\",\"datePublished\":\"2024-12-04T10:56:02+00:00\",\"dateModified\":\"2024-12-04T11:06:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html\"},\"wordCount\":472,\"commentCount\":4,\"publisher\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.ispreview.co.uk\\\/wp-content\\\/uploads\\\/2024\\\/12\\\/nggallery_import\\\/Openreach-engineer-appointment-app.webp\",\"keywords\":[\"BT\",\"FTTP\",\"Openreach\"],\"articleSection\":[\"ISP News\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html\",\"url\":\"https:\\\/\\\/www.ispreview.co.uk\\\/index.php\\\/2024\\\/12\\\/openreach-website-app-cuts-missed-uk-engineer-appointments-by-30-percent.html\",\"name\":\"Openreach Web App Cut Missed UK Engineer Appointments by 30 Percent - 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