Case Study: OVO Energy accelerates customer communications and first-time access with Descartes Localz

OVO Energy - Customer Case Study

OVO Energy, one of the UK’s largest independent energy suppliers, needed to improve its customer experience platform as demand for smart meter installations grew. Its internal app lacked automation, leaving engineers to manually send SMS updates or make phone calls to share ETAs, which created extra work and slowed communication. OVO Energy worked with Descartes Localz, using the On My Way product to streamline appointment updates.

Descartes Localz automated appointment reminder notifications and ETA updates for OVO Energy’s customers, improving communication and reducing unnecessary engineer effort. The result was increased first-time access rates, fewer “where’s my engineer?” calls, and a reduction in appointment aborts, contributing to higher customer satisfaction and a faster, more efficient field service experience.

OVO Energy