Inefficient Dispatching Process
Manually coordinating the dispatching of service technicians is inefficient and ineffective especially for the growing organization. Using a whiteboard or spreadsheets to track technicians makes it difficult to determine location and technician skill-set, it’s not in real-time and doesn’t provide immediate access to customer history.
Comprehensive schedule and dispatch allows you to see all facets of the customer relationship and leverage that knowledge to improve customer service. All calls are viewed on a multiple-view Schedule Board, making it easy to check and adjust technician workloads, set or change appointments, update call statuses (e.g. dispatch, arrived, complete) and monitor commitments under service-level agreements. The ability to schedule by service area, skill set, or technician schedule, which allows you to assign the best technician available for a call is key. You will improve your response time and accuracy. As a result, you will lower costs while keeping your focus on what is important – the customer.
With efficient dispatching tools you will be able to:
- Take advantage of customer service database with unlimited service locations
- See visual cues that quickly indicate credit, accounts receivable and maintenance contract status
- Dispatching
- Take advantage of powerful search tools
- Dispatching technicians by schedule, availability or skill set
- See date and time stamping of service calls
- Handle multiple issues, technicians or equipment per service call task
- Receive notification of recent service activity at selected locations
- View service history by piece of equipment, location and maintenance contract
- Track user-definable problem/resolution tracking
- Utilize diagnostic and meter reading functionality
- Take advantage of powerful cost tracking with detailed cost breakdowns
- Attach notes to records