faster response times, accurate arrival times, and complete service results in better customer satisfaction scores (csats)opens in a new window and customer loyalty. This can lead to new business opportunities.
To summarize: effective dispatch management improves overall operational performance and customer experience.
What is the dispatch process?
The dispatch process touches every aspect of field service — from taking initial requests to analyzing post-delivery data — and aims for high efficiency and maximized usage of resources. Dispatchers must balance shifting and competing priorities to make sure everything operates smoothly.
At a high level, here’s what a typical dispatch process includes:
request intake and assignment: the dispatch process begins with a customer request for service. The dispatcher first collects all necessary data: request type, location, and any specific requirements. Then they look at technician availability, skills, proximity, and capacity to assign the best resource and ensure a speedy response.
Scheduling and routing: dispatchers create schedules for the assigned resources, taking into account factors like time constraints, priority, and efficiency. They also determine the most efficient routes for technicians to take, considering factors like traffic patterns, distance, and weather.
Communication and monitoring
dispatch management remains critical when field service technicians are en route, at a customer site, and when the job is done. By maintaining communication with technicians, dispatchers can help with field service appointments in real time by providing important updates. Dispatchers can monitor key field service metricsopens in a new window, including time to site, first-time fix rates, and csats, to help identify ways to improve performance, boost efficiency, and drive more revenue for your business.