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Imagine a sweltering summer day. Kevin, your maintenance technician, is at Mrs. Smith’s home conducting her annual AC check-up. Right across the street are the Jones, not yet your clients, their eyes glued to your company van, thinking about the failed AC inside their heated home. With the temperature soaring to 90 degrees inside, Mr. Jones decides to give your dispatcher a ring. He thinks, “Why not? The technician is right across the street!” What Mr. Jones doesn't realize is that Kevin, while excellent at maintenance checks, is still a greenhorn when it comes to handling complex heat pump issues. For a dispatcher, sending Kevin to the Jones's home might seem like a timesaving move rather than sending your heat pump specialist who is currently in another part of town. So, the question is:
As a service manager or company owner, you understand the importance of first impressions and might think that sending the nearest technician will save fuel costs.
Let's break it down:
A typical Chevrolet Express 2500 service van has:
If you have a service fleet of five vans, you would be looking at:
Dispatching the nearest technician might save one tank per week per van or $27,379.20 annually on fuel.
Sounds like a good deal, right? But there's more to this equation.
Let's analyze it from another angle. Three technicians: Bob, Will, and James have each handled 105 calls in July. For argument's sake, we assume each technician receives the same repair, system replacement and maintenance agreement opportunities.
Here's a snapshot of their performance:
The potential revenue surges if we begin to think more strategically and dispatch for profit, sending each technician to jobs that align with their strengths. Here is what could happen:
Even if we factor in an extra $28,000 for fuel, the increased revenue of nearly two million dollars is hard to overlook.
Know your team’s strengths. Dispatching based on proximity might save in the short run, but strategic dispatching and leveraging each technician's strengths can significantly amplify profits.
While our example might be amplified for clarity, the essence remains: playing to strengths is always a profitable game plan.
ThermoGrid’s dispatching for-profit feature could help you earn more revenue by sending the best man for the job to the right job.