Case Study: British Gas improves customer experience and first-time access with Descartes Localz

British Gas - Customer Case Study

British Gas, the UK’s leading energy supplier, wanted to improve the customer experience on the day of appointment and reduce abort rates. Working with Descartes Localz, it faced challenges with engineers being unable to reliably make contact when heading to the next job, which sometimes led to late arrivals, anxious customers, and extra calls into the contact centre. The product used was Localz’ “On my way” solution.

Descartes Localz implemented one-click “on my way” notifications that send customers a real-time ETA and live map tracking via SMS or landline call, with two-way messaging or callback options. The solution is now used by 7,000 British Gas service and repair engineers and has reduced chase calls while significantly improving first-time access, helping British Gas deliver better customer service.

British Gas