VTT: ETA NOTIFICATIONS

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ETA Notifications

The Estimated Time of Arrival (ETA) notifications enhance communication by providing customers with accurate and timely ETA updates directly from the technician in the field. It handles both on-time and delayed scenarios and emphasizes contacting dispatch for major delays.

ETA notifications will automatically pop up in the Viasat Tech Tools app to give a precise arrival time for the customer. Once the ETA is entered and submitted, the customer will get a text message (if the customer opted in) and an email informing them of the technician’s ETA.

Keep in mind: email and SMS/text may not be received by all customers. This does not replace a pre-call. Pre-call is expected on all orders.

EXAMPLE: Technician has an AM work order (8:00-11:00)

  • On Time: For an (8:00-11:00) AM appointment, VTT prompts the technician at 7:00 AM. If the technician is on time, they select the estimated time they will be arriving within the appointment window.
  • Delayed beyond the timeframe: update the ETA in VTT (e.g., to 11:30 AM). The customer is immediately notified of the change.
  • Significant Delay: For substantial delays (1 HOUR BEYOND THE SCHEDULED WINDOW) technicians are instructed to contact dispatch for further assistance.