5 things to know before investing in a dispatch software service

Whether you run a small business that employs a dozen people or manage a large corporation, scheduling and job allocation issues can turn into a nightmare if you don’t maintain constant vigilance.

Your field service professionals need efficient, timely, and equitable scheduling. Many companies still rely on old-fashioned pen-and-paper time-tables or whiteboards to handle service-calls or to allocate work to their technicians.

Today you can outsource this sector to third-party dispatch software services or invest in good quality software programs that can be customized to meet your unique requirements and budget.

What is dispatch?

• Dispatch is the process of assigning people, vehicles or services to customers.
• Typically, such industries include cab services, emergency response services like 911, couriers, and various domestic and commercial services.
• It is a step-by-step process that involves receiving requests, confirming payment, picking up the item if required, packaging, transportation, logistics, and delivery.
• There may be several other sub-steps to the process, like handling returns, scheduling installations, locating the driver nearest to the request location, etc.
• It demands organizational skills, flexibility, and the ability to handle high levels of stress and tackle constantly shifting priorities.

Can the process be automated?

• Using a computer software program helps to manage the challenges and issues associated with dispatches.
• Dispatch managers can create, delete or modify the parameters according to the flow of work.
• This software helps managers schedule the service staff based on predetermined service policies, and enables modifications that may override these policies at specific instances.
• Dispatch software has several components like computerized mapping, automatic vehicle location and number identification, caller-ID, geocoding, data exchange, computer-aided call-handling, etc.

What are the typical sticking points in dispatch management?

• Ensuring optimum delivery routes.
• Coordination with back-office.
• Information overload as data arrives from many sources and has to be channeled into the correct streams.
• Integration of new data is essential. Every batch of fresh and unique data has to be swiftly diverted into the right slot so that it integrates seamlessly into the main system.
• The need to optimize assets while managing the available resources, taking traffic issues into account, ensuring reduced downtimes, travel/transportation times, overtime, etc. along with boosting productivity.
• Customer relationship management and communication.
• Legal liability issues pertaining to field staff.
• Performance monitoring.
• Managing underused or overused resources.

What are the benefits of a dispatch software service?

• Efficient and effective scheduling that only requires minute manual adjustments.
• Improvement of service delivery, incorporation of last-moment changes, identification and elimination of glitches, etc.
• The software enables the use of real-time information from clients and field staff to utilize the available resources in more streamlined ways.
• Reduces paperwork for form-filling, contracts, administrative, and legal requirements.
• Helps management collect and access historical data that can be successfully used to achieve higher degrees of customer satisfaction.
• Advanced systems allow software to function across different platforms like mobile devices so that reports, data, and information is exchanged faster.

How can a dispatch software service benefit a business?

• A top-quality dispatch software service frees management from mundane responsibilities like scheduling, tracking, and monitoring field staff.
• It boosts customer satisfaction and promotes a more customer-centric approach in the entire team.
• Helps the company develop a “Never Say No” attitude and helps work around schedules in a more flexible way.
• Big savings on time and resources as you direct your staff correctly to the exact location on time.
• Every interaction with clients can be optimized using available customer data and social media channels to boost brand loyalty.
• This software helps teams to troubleshoot, brainstorm, and debrief more efficiently.
• It handles routine tasks like ensuring sign-offs, collection of client signatures, serial, batch or model numbers, equipment manufacturing dates, etc.
• Enables management to switch to proactive rather than reactive behavior.
• Helps with advance planning, optimizing workforce size, identifying the ideal mix of skill-sets required for each task.
• Develops better business strategies based on incoming data.