Smart Dispatch: Before and After
Imagine a customer calls to request a service visit to diagnose and repair their equipment.
Without contractor management software with Smart Dispatching, the dispatcher would take the call, look at the day’s schedule, check technician availability, and dispatch the tech who was nearest to the customer’s location.
After talking to the customer, the technician can then start to troubleshoot to find the source of the problem. Unfortunately, more often than not, the tech either doesn’t have the skill set to fix the particular piece of equipment or doesn’t have the parts necessary to do the job on the truck. The project is now delayed, wasting time and narrowing profits.
Today, with the help of contractor management software, it’s possible to diagnose and resolve customer problems remotely. If not, product details, customer history, and issue details are available to the dispatcher, so they can easily assign the best technician for the job with the required skills and parts and within the closest proximity. Armed with troubleshooting information, the technician can go right to work on routine maintenance, repairs, or installations.
Lack of technology creates a gap in services known as the “field force execution gap.” Whether it’s a disjointed intake process, missing details on work orders, or complex scheduling problems, contractor management software with Smart Dispatch functionality bridges the gap between the needs of stakeholders and the limitations of manual processes. In doing so, companies that make a technology investment can dramatically improve service levels, reduce costs, streamline workflows, grow revenues, and turn the service department into a profit center.