Field service dispatch software enables companies of all sizes to effectively dispatch field workers and deliver timely services tailored to enhance customer satisfaction. Both small businesses and large enterprises make use of field service dispatch software in their systems. It is designed to improve the processes involved in accepting job calls and dispatching field workers. Scheduling and dispatching often go hand-in-hand in the field service industry. Once a work order has been dispatched, it needs to match with the schedules of any available field worker. Several features enable easy processing for this, such as drag-and-drop calendars.
In field service companies, dispatching is the method of assigning field workers to customers based on the type of work given and the proximity of the job location. It could take up to days or weeks for services to arrive at the customer’s doorstep if done manually. However, with dispatch software, the time spent jotting down customer information and checking availability with employees is reduced. Additionally, it decreases missed customer opportunities and minimizes the cost for travel, gas and resources used.
Usually, field service dispatch software is integrated with field service management (FSM) software as part of the overall system. FSM, however, focuses largely on the overall management and allocation of company resources, such as locating vehicles, managing employee activity, ensuring driver safety and many more. It also has back-office systems involved in accounting, billing and inventory. On the other hand, field service dispatch software focuses entirely on a system tailored to schedule and dispatch team members to a specific work order.
Field service dispatch software is used by field service companies. These could be home services or commercial services. Many small businesses with field services can make use of the software solution as well. Since the system is a cloud-based application, field workers are able to access it from their devices and mobile applications. It also offers an integrated interface with a visual dashboard, displaying several features to improve the efficiency of the service. Without software to enable easier access to information and provide tools for quick scheduling and dispatching, the company can lose valuable time and resources.
The software solution also tracks the calls made and received by the company. It provides call history along with customer information. This makes the call logs accessible during cases where you need to generate reports or have to review a single call interaction. By providing an automated and accurate dispatching tool, field services can focus on productivity and revenue generation.
Housecall Pro, a cloud-based field service management software solution, provides companies with the option to discard manual paperwork in pursuit of complete and full automation. It offers features including but not limited to job scheduling, dispatching, payment processing, postcard and email marketing automation. It can be accessed using Android and iOS devices.
Most software solutions have the following features:
In field service industries, unforeseen events and unexpected accidents can occur without warning. A customer could cancel an appointment, your field worker could call in sick or a traffic jam could ensue on the way to an event. Regardless of your best efforts to provide satisfactory customer service, not everything can be planned for.
However, with the smart scheduling feature, these sudden changes during operation hours can be dealt with swiftly. This feature enables dispatchers to change certain schedules in accordance with the availability of their workers in real-time. While doing so, it also notifies and updates the workers regarding this sudden change. Additionally, the feature automatically sorts all field workers according to their expertise, availability and proximity to the customer’s location.
This feature is usually tailored more towards the customer’s end of the interaction. With its implementation, you are able to send notifications and updates to the customers regarding the status and proximity of the field workers near the location. This notifies and prepares them once the service crew arrives to complete the job. In the event of a field worker needing to reschedule due to weather conditions or vehicular accidents, the customer is kept well informed as well.
In-vehicle telematics refers to the feature of tracking mobile employees during the progress of their work orders and where they are during the entire day. In the event where field workers cancel their appointments due to emergencies, dispatchers need to find an immediate resolution. With the help of this feature, they are able to notify and dispatch the employees closest to the customer’s address.
This feature specializes in allowing dispatchers or service providers to keep a detailed record of every service they’ve provided to customers. With just the unique service ID assigned to each customer job, you can view information regarding that specific call. The feature is helpful to use when needing to review service details. This includes both agent and customer information.
Using this feature, dispatchers are able to connect customers with the right field workers at the right time and location. It takes into consideration several factors about the customer’s location, such as the travel time, expected traffic and real-time live updates. For service industries handling several appointments and destinations at once, route optimization helps to dispatch several field workers at once and find the best route they can take to reach the customer’s address faster.
For customers, waiting for a technician or field worker to arrive can be a hassle on their part, especially if the services don’t arrive on time. Events such as these are often caused by unforeseen circumstances, such as traffic or vehicular breakdowns. Without software that unsnarls these, it can be difficult to inform the customer regarding the delay in time. In order to avoid being put in this position, field service dispatch software is implemented in the organization’s system.
Field service dispatch software focuses on reducing the time spent on taking in job calls and dispatching field workers to the said location. For industries with extensive dispatching procedures, it is crucial to dispatch workers to as many job orders as possible, time permitting. Field service dispatch pairs well with scheduling software. It does this by matching the locations of available field workers with the client’s information. Both can be integrated into a field service management software system.
Customer satisfaction is one of the most vital aspects of a field service company. If customers are not given the proper service, it directly affects the organization. Most service companies rely on referrals from their customers. When a specific customer receives bad service from a service provider, this primary channel of growth - referrals, becomes closed through that customer.
Field service dispatch software eliminates said risk. A customer’s time and patience are always important to a service company. Through the automation of specific processes and total visibility of field workers’ schedules and locations, it is easier to schedule and dispatch several work orders all at once. The features of Field Service Dispatch software include smart scheduling, text notifications, in-vehicle telematics, customer service history and route optimization. Through its implementation, field service companies are better equipped to handle daily operations and achieve excellent customer service.