Automated Dispatch Software
What is Automated Dispatch Software?
Automated Dispatch Software is a digital tool that uses Artificial Intelligence (AI) to automatically assign jobs to field service technicians. By evaluating a multitude of factors, including skills, location, and appointment requirements, the most advanced automated dispatch software can ensure that the right person is on the right job at the right time, regardless of whether you're managing an in-house team, third-party contractors, or a blended workforce.
Why Do You Need Automated Dispatch Software?
Modern customers value positive experiences almost as highly as price and quality. Quality of service is an important loyalty driver for customers. Increasing customer retention rates by just 5% can increase profits by 25% to 95%. For Field service organizations (FSOs), providing a high-quality service means getting technicians to customers and solving their issues as soon as possible.
In a world where customers are used to the speed and efficiency of B2C companies like Amazon, continuing to manage your dispatches via manual calculations, whiteboards, or pen and paper is setting yourself up for failure. In fact, 89% of customers expect FSOs to employ up-to-date on-demand technology for technician scheduling and are even willing to pay more to companies that offer it.
What Are the Benefits of Automated Dispatch Software?
Automated dispatching is not just about filling slots on a schedule; it's about optimizing delivery planning and raising customer experience to the highest levels. The best automated dispatch solution will allow your field service organization to:
Enhance the Customer Experience
The cliche might say that first impressions last, but in the service industry, every visit counts. Automated dispatch software raises customer satisfaction levels by helping you hit your service windows more accurately. Plus, instant updates streamline communication and ensure that delays are minimized and customers are always kept in the loop. Your Mean Time to Service (MTTS) figures will benefit from the software’s ability to intelligently assign tasks along with dynamic scheduling that can reprioritize jobs on the fly.
Reduce Errors and Improve First-Time Fix Rates
Dispatching can be a complex process and the traditional manual approach often leads to errors. Automated dispatch software uses real-time GPS data and artificial intelligence to guarantee accurate and efficient dispatching.
A comprehensive automated dispatch solution also allows FSOs to pair field technicians with the skills, certifications, and expertise appropriate to tackle each issue. It will also ensure swift access to the information and parts they require to get the job done. With well-chosen, well-equipped, and well-informed field technicians, you can see a healthy improvement in your first-time fix rates and customer satisfaction levels.
Lower Costs
Automated dispatch software can optimize every route and minimize fuel consumption, letting you save time and cut costs. Electrolux was able to reduce technician travel time by 15% and save $1M YoY with criteria-based scheduling optimization.
Make Data-Driven Decisions
Automated dispatch software offers a trove of data for better-informed decision-making and continuous improvement. Real-time monitoring and tracking offer enhanced visibility into where your technicians are and where they’re going to be needed, allowing you to scale operations seamlessly to anticipate changes in demand. Moreover, you can gain useful insights into how your field technicians are performing and adjust your scheduling accordingly.
With a streamlined dispatch process, your team is freed up to focus on helping your customers and raising first-time fix rates.
How to Choose Automated Dispatch Software
Understanding how to choose the right automated dispatch software is crucial for FSOs aiming to streamline operations and increase efficiency. Here are the main features you should look for:
AI-Driven Automation
Opt for software that can automatically and intelligently route the best field technicians to each service job based on your business rules and specific requirements. For example, you should be able to set preferences according to a technician's fee, qualifications, location, and availability.
Real-Time Reporting and Location Data
With accurate and comprehensive real-time data and reporting, you gain greater control over your provision of service.
Integrated maps, GPS, AI, and ML technology are essential for dynamic route optimization. The best automated dispatch software will leverage real-time data on traffic conditions, weather, fuel costs, distances, and time windows, as well as the locations of technicians, customer sites, and parts warehouses to efficiently calculate routes and allocate resources.
Scalability
With the field service market expected to grow, your chosen software should be scalable to accommodate growth. This ensures that, as your business evolves, your investment in dispatch software becomes an asset, not a liability.
Fast and User-Friendly Integration
Implementing automated dispatch software doesn’t have to be a lengthy or complex process, so prioritize solutions that offer quick and user-friendly installation. The platform should also be able to integrate seamlessly with your existing applications and processes. The sooner your team can start using the new system, the faster you'll see improvements in efficiency and customer satisfaction.
Blended Workforce Management
Changes in the labor market mean an increasing demand for talent. It’s vital that your automated dispatch solution has the flexibility to manage employed, contracted, or blended workforces. This ensures you can increase your service levels in line with demand and also allows you to expand coverage into previously untapped regions. ServicePower is the only field service management solutions that is proven effective for blended workforces.
Get Started With Automated Dispatch Software
The right automated dispatch software won’t just optimize your operations, it will set your business up for success. With AI, ML, integrated mapping, real-time reporting, and an easy-to-use, scalable solution, ServicePower’s automated dispatch software is designed to help field service organizations exceed their customer service goals.
Don't let manual dispatching hold you back any longer. Explore how automated dispatch software and ServicePower can elevate your service delivery and maximize your return on investment.
