Dispatch Software

Dispatch software is a tool used by organizations to manage and automate their field service operations. The software helps schedule and dispatch technicians efficiently, track job progress in real-time, and optimize routes and resources to maximize efficiency and productivity.

Key features typically include job scheduling and dispatching, route optimization, real-time tracking and communication, and performance analytics and reporting. The best field service dispatch software can schedule and dispatch technicians across a blended workforce, scaling service as needed to meet customer demand.

How does dispatch software work?

When a service job is initiated, either by a customer or call center agent, dispatch software offers or selects a service contractor to perform the work. The best modern dispatch software, like ServicePower Dispatch, automates the process and uses sophisticated techniques to select the best available contractor to perform the work. By ensuring the most appropriate contractor for a job, considering skill, location, and availability, the organization improves the customer experience. The software also tracks the contractor and progress in real-time, and reports on the completion of the job, delivering a seamless experience to the company, the contractor, and the end customer.

Who uses dispatch software?

HVAC Companies

HVAC providers use dispatch software to match technicians with jobs based on expertise with specific systems, such as split units, heat pumps, or commercial HVAC setups, while also factoring in availability and proximity. This ensures repairs and installs are handled quickly and correctly, minimizing downtime for customers and maximizing technician productivity.

Building Technologies Companies (Roofing, Siding, Fencing, etc.)

Companies specializing in structural exterior work use dispatch software to align contractor skills with job complexity, like matching roofers experienced with slate versus asphalt shingles.

Appliance & Electronics Service Providers

Dispatch tools help these companies assign techs certified in specific brands or product categories (e.g., high-end refrigerators or home theater systems), ensuring repairs are done right the first time. It also tracks warranty status and parts availability to streamline appointments and avoid delays.

Insurance Companies

Insurers use dispatch software to quickly assign field adjusters based on specialty (auto, property, catastrophic claims) and location. Real-time availability and workload balancing reduce response time, while integrated data capture improves claim accuracy and speeds up settlements.

Home Warranty Companies

These companies manage a network of contractors across many trades. Dispatch software helps them automatically route jobs based on contractor rating, proximity, and trade expertise (e.g., plumbing vs. electrical). This ensures fast service delivery and better customer satisfaction.

Retail Companies

Retailers offering services like in-home delivery, installation, or repairs use dispatch software to assign vetted contractors by region, job type, and service level agreements. This helps maintain consistent brand standards and reduces missed appointments or delays.

Power & Utility Companies

Utility providers use dispatch systems to deploy crews for time-sensitive tasks like outage response or meter installs. The software factors in technician certifications (e.g., for high-voltage work), route optimization, and safety protocols to ensure compliance and efficient job completion.

What are dispatch software benefits?

There are several key benefits to dispatch service software. It isn’t just a convenient way to schedule service for your customers– it has additional benefits to help your organization meet its goals.

First-Time Fix Rates: First-time fix rates directly impact customer satisfaction, operational efficiency, and overall business success. When technicians can successfully resolve an issue during their initial visit, it signifies a seamless and satisfactory customer experience. Improving first-time fix rates is essential to providing quality service, optimizing costs, and delivering positive customer experiences. When technicians are equipped with the necessary tools, skills, and information to address the issue on their first visit, it reduces the need for follow-up visits. This saves time and resources and optimizes technician schedules, enabling them to attend to more service calls within a given time frame.

Customer Experience: Today’s customers expect a frictionless, easy service experience, and dispatch software can help provide that for your entire customer base. By intelligently assigning tasks to technicians based on their skills, location, and availability, dispatch software minimizes response times and ensures that the right technician arrives at the customer's location promptly. This reduces customer wait times and improves satisfaction. Dispatch software also lets the customers receive accurate updates on the technician's location, estimated arrival time, and job progress. This transparency instills confidence and eliminates uncertainty, making customers feel more informed and in control of the service process.

Technician Productivity:  By relying on data for dispatching the most qualified technicians, dispatch software minimizes response times and ensures that the right technician arrives on-site informed and ready to go. This eliminates time wasted on redundancy and mistakes, such as bringing the wrong equipment for a specific issue.

Types of dispatch software

• Cloud-based is a digital platform hosted on remote servers (i.e., "the cloud") that helps businesses schedule, assign, and manage field service tasks, like sending out technicians, delivery drivers, or contractors, from any internet-connected device. It may include real-time scheduling and dispatching, remote access, automated job assignments, and scalability.
• On-premise is a dispatch management system that is installed and run on computers or servers located within a company's own physical premises, rather than being hosted on the cloud. It requires in-house maintenance and may require a higher upfront licensing cost, as well as high ongoing maintenance costs.
• Mobile-friendly dispatch apps are applications designed to run on smartphones and tablets, allowing field service teams and dispatchers to manage jobs, communicate, and stay productive while on the go. They assist field workers in viewing job details, schedules, and customer information, while also updating job status information and allowing the ability to communicate with dispatchers and customers. Dispatchers can typically communicate directly with their field workers, send alerts and updates, and monitor job progress.
• AI-assisted or automated dispatch software is a system that uses technology to automatically assign, schedule, and route service jobs or tasks without requiring manual intervention from dispatchers. It leverages algorithms, rules, and often real-time data to make decisions on the best resources (e.g., field technicians, drivers, contractors) to assign to each job.

What makes ServicePower’s dispatch software stand out?

No matter your workforce, ServicePower’s dispatch software can solve your scheduling concerns and improve your organization’s field service efficiency. Whether you have employees, contractors, or a blended workforce, ServicePower’s dispatch software can optimize your field service operations. With its versatile features and customizable functionalities, ServicePower's dispatch software offers a comprehensive solution that adapts seamlessly to your organization’s needs.

Find out more about what ServicePower’s dispatch software can do for you!