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Dispatch Software: Elevate your Field Service Game with Dispatch Software Solutions.

Introduction

One of the critical methods of scaling a field service business is to increase field service technicians’ productivity. For this, ensuring the efficient assignment of jobs during the scheduling and dispatching phase is an excellent place to start business optimization. Dispatch software is a valuable tool for the process automation of dispatch functions.

This article covers the many benefits of improving dispatch functions to enable your workforce to deliver exceptional customer experience and increase service delivery standards.

What is dispatch software?

Dispatch software helps a field service business manage the task allocation, assignment, and management of jobs to its field service workforce. It’s a specialized tool often included in the entire field service management software suite.

Critical features of dispatch software include:

  1. Drag and drop calendar view: dispatch software provides visibility to your scheduling and dispatching operations. Interfaces like calendar views with drag-and-drop functionality make it easy to manage jobs on hand.
  2. Route optimization to track and reduce travel time: with route optimization, it is possible to optimize travel routes with less traffic and distance. This helps reduce service delivery time by your field service technicians.
  3. Assisted dispatching: the dispatch software’s algorithm considers the field service technician’s availability, skills, proximity to the job site, etc., to help allocate tasks.
  4. Share on-the-job information: your field service technicians can share real-time updates and progress about reaching the job site and work done. This helps tackle any troubleshooting by back-office teams instantly. It is also easy to communicate job changes.
  5. Real-time notifications: engage customers by updating the field service technician’s location, work profile, estimated arrival times, etc.

Zuper, a field service management app, includes the above features for its dispatch schedule management offerings.

Five benefits of implementing dispatch software to manage field service technicians

Here are five key benefits of automated scheduling and dispatch operations using software:

Increased workforce utilization

Demand often fluctuates for a field service business due to weather, construction season, or other market factors. A dispatch software helps you onboard the required workforce based on jobs available and your lead generation efforts. It helps avoid the benching of field service technicians and ensures hired crew always has a job to attend to.

For example, it is possible to reduce extra hired teams by automating the routes of field service technicians. It can help a single worker complete more jobs if they lie similarly, helping reduce dependency on more workers.

Improved first-time fix rates

First-time fix rates are a performance indicator for a field service business which helps understand how many jobs are completed within the first visit of the field service technician. Dispatch software ensures the right talent is assigned to the correct position, which improves the first-time fix rates. It reduces follow-ups with the customer, thus improving their experience and your resource allocation for your business.

Proof of work and performance incentives

A field service technician can share images and documents in real-time with the back office team to submit their job’s progress. Zuper, a popular field service management app, also includes geo-location to track worker movements. Such features help understand the overall productivity of your workforce and take necessary performance improvement measures.

For example, your company can place incentives for first-time fixes and good customer ratings for completed work.

Remote workforce management

A field service management software also includes timesheet management features to track attendance. Your teams can request time-offs or any leaves without returning to the primary office or making phone calls. It is possible to remotely accept their requests, take feedback on the job, and register any grievances.

Automation of such administrative tasks ensures technicians can focus on their job.

Provide on-the-job training and support.

Some jobs may get complicated and require assistance from managers or specialized team members. Instead of sending them to the site, training remotely and instructing field service technicians about troubleshooting is possible.

For example, a field service technician may encounter a problem beyond their scope of work but manageable with few steps. By remotely sharing training materials or video calls, you can upskill the worker in solving the issue.

Make the most of your field service workforce with dispatch software.

Good dispatch software will also help develop data-driven insights based on the past schedule and dispatch data. This helps find sources of inefficiencies within the workforce and make timely decisions to improve them.

At Zuper, our intelligent dispatching solutions help field service businesses ensure optimal workforce utilization. Book a demo today to learn how we can help improve your dispatch operations.

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