Dispatch management combines customer and equipment needs with the appropriate field service workers to meet customer expectations. These include a range of functions such as installations, repairs, and maintenance. Field service workforces also include deliveries, home health care, insurance claim assessors, and service and equipment maintenance.
To be a dispatch manager, a person must have superior organizational skills, an innate ability to handle high-stress situations, and the flexibility to manage constantly shifting priorities and customer needs.
The challenges of different industry verticals differ as per their business processes. For instance, fleet managers are faced with challenges like information overload, integration of new data in existing systems, ensuring assets are utilized optimally, addressing small issues quickly, controlling unauthorized usage of company resources, etc.
Field service operation managers need to have strong organizational skills so that they can manage incoming requests, in-process work and completed tasks while ensuring the entire operations are fully optimized. They also need to be flexible to manage shifting priorities and problems with dispatch scheduling arising throughout the day.
They can run a final optimization program in order to ensure that service delivery is improved in spite of any last minute changes. It also helps in precise scheduling with realistic routes and timelines, taking into account the traffic patterns of the day. This ensures a schedule with minimum downtime, travel time and overtime, leading to higher bottom lines and productivity.
Dispatch management solutions use inputs such as skill sets, availability, job data, warranty info, work histories, location data, and scheduling policies. This enables dispatchers to use a full range of automation based on specific business objectives and processes to create schedules.
Each day, users launch an optimization program to sync schedules with real-time information from field workers and customers. The result is an optimal schedule — one that improves service delivery and productivity by reducing travel time, downtime, and overtime.
Integrated mapping software allows companies to view resources and customers have visibility into the mobile worker’s ETA.
Dispatch management solutions automate the decision-making process with actions consistent with business rules and optimization goals. If there is a conflict with existing guidelines and parameters, the software issues a warning indicating it’s detected a conflict. Final decisions defer to the dispatcher.
Route optimization enables them to build realistic routes with predictive time-of-day. Patterns and street-level-routing break down travel segments for precise scheduling in field service.
Field workers with mobile access receive updates directly from dispatchers on scheduling changes, job status, customer information, and other updates. In the field, mobile workers log updates and report delays. This allows dispatchers to revise schedules accordingly.