In order for a business to be successful, employees need to work together as a unit. For field service companies, the dispatcher plays a vital role, fulfilling customer expectations while monitoring operations and workflow. Dispatchers must respond to critical situations, ensuring that every job site has an available worker and that all units are functioning at maximum efficiency and all services are performed in a timely manner.
One way dispatchers can stay organized is to incorporate a field service planning or scheduling technology. Automating the scheduling process enables dispatchers to support more workers and deliver a better overall experience for the customer.
Field Technologies Online explains how the role of automation and its three associated technologies can be summed up:
“Three technologies are required to provide first-class service and allow a single dispatcher to support up to 100 service techs. First, there must be an enterprise software system in place that contains critical data, including work order information, customer and contract details — including SLAs — and information about the technicians themselves. Second, service technicians whose routes may change during the day need a mobile device (smartphone, pad, or specialized device). Finally, there must be a scheduling optimization engine that is as responsive to schedule changes as your business needs it to be. If routes change dynamically or in instances where you have very demanding SLAs, then a scheduling optimization engine that cannot respond in near real-time or plans the route in batch, is simply inadequate.”
The work of a dispatcher is multi-faceted. Routes and schedules are ever changing, resulting in the need for an automated process. The use of a scheduling tool significantly decreases the amount of time it would take even the most experienced dispatcher to deploy a work crew. This increase in efficiency markedly improves customer service and provides critical support to technicians in the field.
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