Notify Customer Security Tech On The Way
Automatically send real-time arrival notifications to customers when security technicians leave for service calls, reducing no-shows and improving customer satisfaction.
When
Technician Status Changed to En Route
Then
Customer Receives Real-Time Arrival Notification
3 hours daily
Time Saved
40% fewer no-shows
ROI Impact
An automated security tech on the way notification system sends instant alerts to customers when technicians depart for service appointments. The system triggers when technician status changes to 'en route', automatically sending personalized messages with ETA, technician details, and tracking information via SMS, email, or app notification.
How This Automation Works
Technician Status Changed to En Route → Customer Receives Real-Time Arrival Notification
Monitor Technician Status and Location
The system continuously monitors your scheduling platform and GPS tracking data for status changes. When a security technician marks a job as 'in progress', updates their status to 'en route', or begins traveling toward a customer location, the trigger activates and captures all relevant appointment and technician data.
Calculate Accurate ETA and Gather Details
The system retrieves the customer's address, technician's current GPS location, and traffic data to calculate a precise estimated arrival time. It also collects the technician's profile information, photo, vehicle details, contact number, and specific service appointment details from your connected systems.
Select Customer Communication Channel
Based on customer preferences stored in your CRM, the system determines the optimal notification method—SMS, email, mobile app push notification, or multiple channels simultaneously. It formats the message appropriately for each channel while maintaining consistent information.
Send Personalized Arrival Notification
The system delivers a branded, personalized message to the customer containing the technician's name and photo, estimated arrival time, vehicle information, direct contact details, service type, and a secure tracking link. The notification is logged in your CRM for reference and compliance.
Enable Real-Time Tracking and Updates
Customers can click the tracking link to view the technician's live location on a map with continuously updated ETA. If traffic conditions change or delays occur, the system automatically sends follow-up notifications with revised arrival times, keeping customers informed throughout the journey.
Confirm Arrival and Log Interaction
When the technician arrives at the location, the system sends a confirmation notification and logs the actual arrival time. All communication data is recorded in your CRM, creating a complete audit trail for quality assurance, customer service reference, and performance analytics.
How It Works
Transform your security service operations with automated customer notifications that keep clients informed throughout the service journey. This system automatically detects when a technician begins traveling to a customer location and instantly sends personalized ETA notifications via SMS, email, or push notification. Customers receive the technician's estimated arrival time, profile information, and contact details, eliminating uncertainty and reducing missed appointments. The system integrates with GPS tracking, scheduling software, and CRM platforms to ensure accurate, timely updates that enhance customer trust and operational efficiency. Perfect for alarm installation, system maintenance, emergency response, and routine security checks.
The Trigger
The process initiates automatically when a security technician updates their job status to 'en route' in the scheduling system, marks departure from the previous location, or when GPS tracking detects movement toward the customer address. The trigger captures the technician's current location, estimated arrival time, customer contact preferences, and service appointment details.
The Action
The system immediately sends a personalized notification to the customer via their preferred communication channel (SMS, email, or app notification). The message includes the technician's name, photo, estimated arrival time, license plate or vehicle information, direct contact number, and a tracking link. The customer also receives appointment details and preparation instructions if applicable.
Common Use Cases in Security
- Alarm system installation appointments where customers need to ensure property access and coordinate with other contractors or family members
- Emergency security response calls where customers need real-time updates on technician arrival for break-ins, alarm malfunctions, or urgent system failures
- Routine maintenance visits for commercial clients who need to coordinate building access, notify reception staff, and allocate resources for the technician
- System upgrade and expansion projects where customers must prepare areas for work and ensure relevant personnel are available for training or consultation
- Residential security consultations where homeowners need to plan their schedule around the appointment and may need to secure pets or prepare questions
- Camera system installations requiring customer coordination for power access, network credentials, and placement decisions during the technician's visit
- Access control system repairs where facility managers need advance notice to prepare temporary access solutions and coordinate with building occupants
- Post-alarm follow-up visits where customers need reassurance about response times and want to track technician arrival after a security event
Results You Can Expect
Eliminate No-Shows and Wasted Trips
Real-time arrival notifications keep customers engaged and present for appointments. When customers know exactly when to expect the technician and can track their progress, they're significantly more likely to be available, reducing costly return trips and schedule disruptions.
Boost Customer Satisfaction and Trust
Transparency builds trust. Customers appreciate knowing who's coming to their property, when they'll arrive, and being able to track progress in real-time. This proactive communication reduces anxiety and demonstrates professionalism, leading to better reviews and referrals.
Reduce Customer Service Call Volume
Automated notifications eliminate the constant 'Where is my technician?' calls that burden your office staff. Customers receive all necessary information proactively, freeing your team to focus on complex issues and revenue-generating activities rather than status updates.
Improve First-Time Fix Rates
When customers receive advance notice, they can prepare the service area, gather relevant documentation, and ensure access to all necessary locations. This preparation enables technicians to complete work more efficiently on the first visit without delays or return trips.
Enhance Technician Safety and Accountability
Tracking and notification systems provide dispatch teams with complete visibility into technician locations and movements. This enhances security for field staff, enables better response to emergencies, and creates accountability through documented arrival and departure times.
Increase Schedule Efficiency and Revenue
Fewer no-shows and better customer preparedness allow technicians to complete more jobs per day. The time saved from eliminating unnecessary phone calls and return visits translates directly into additional revenue-generating appointments and improved profitability.
Frequently Asked Questions About This Automation
The system monitors technician status in your scheduling platform and automatically triggers notifications when a tech marks themselves as en route or when GPS tracking detects departure. It instantly sends customers personalized messages via SMS, email, or app containing the technician's ETA, profile information, vehicle details, and a tracking link.
Set Up Real-Time ETA Notifications in Minutes
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