Utility company reduces ‘no access’ appointments by 35%

A major UK utility company was challenged with the high cost of ‘no access’ appointments. WIN worked with this client to integrate mobile into their appointment reminder communications programme.

The company now uses SMS and voice push messages to customers five days before the appointment, providing the customer with a number to call if they would like to re-arrange.

The programme has resulted in their ‘no access’ appointment rate being reduced by 35%, with the associated reduction in costs, planning and visits. And customer feedback has been extremely positive.