For many DSOs, missed technical visits cause inefficiencies and customer frustration. E-REDES addressed this by developing Follow the Team, a digital service that allows customers to track the field crew’s location in real time and communicate directly with them through a privacy-protected system. The goal was to ensure visits are completed successfully on the first attempt and to strengthen transparency with customers.
On the day of a scheduled intervention, customers receive an SMS linking them to a dedicated web page where they can view technician details, track arrival time, or contact the team. They can also reschedule the appointment in advance if needed. This has reduced failed visits, improved coordination, and raised satisfaction levels, with users rating the feature 8.6 out of 10. Future enhancements will include the option to cancel visits and request address changes digitally.
