What is Dispatch Management Software?

Dispatch management software is a technology solution that helps service teams plan, schedule and track resources for all field service operations. It streamlines things like appointments and communication and optimises routes to ensure the right technician for the job arrives on time.

Our research finds that 74% of mobile workers say their workloads have increased and that customer expectations are higher. To address these issues, field service teams are using dispatch management software to boost productivity, reduce costs and deliver excellent customer service.

Read on to learn how this software helps optimise field service management to meet rising customer expectations and prioritise efficiency for service organisations.

Dispatch management software is a tool that automates the scheduling, assignment and tracking of service jobs or deliveries. It allocates resources based on location, availability and job priority, enhancing operational efficiency, reducing response times and improving communication between dispatchers and field service.

By streamlining processes and automating task assignments, dispatch management software eases the workload on dispatchers. It gives technicians more time to focus on customers and ensures field service requests are completed efficiently and on time.

Additionally, dispatch management software keeps field service operations efficient with tools that optimise scheduling, improve route planning and offer real-time tracking. Increased productivity and efficiency also reduces the number of manual errors made. The end result? All-around better customer service.

Here are some of the most important features of dispatch management software:

• Resource management: Dispatcher consoles help organise and manage a company's mobile workforce. They also ensure the assigned technician has the right equipment and tools for the job. Gantt features, for example, allow dispatchers to quickly define, reassign and modify resource absences, ensuring up to date availability and flexibility. The ability to sort candidates and time slots by grade and colour, along with an updated skill filter, allows for the efficient identification and assignment of the best-qualified resources.
• Automated scheduling: Find the best time slots for an appointment based on preset guidelines. This tool also allows you to optimise existing schedules and update them if things change.
• Route optimisation: Determine the fastest and most cost-effective route to a job by factoring in time of day, traffic, toll roads, weather and other details.
• Geolocation: This tool can track a field service technician's location and automatically message customers with their expected arrival time, current location and other day-of-service updates. Additionally, geolocation can trigger messages or actions for technicians based on their location, such as prompting them to complete a pre-work safety checklist upon arrival onsite. Salesforce’s Appointment Assistant is an example of a self-service solution that integrates live tracking of field service technicians with messaging to let customers know their mobile worker is on their way.
• Mobile apps: A mobile app with off-line functionality allows teams to access information and communicate in real time, no matter where they are.
• AI and insights: Use artificial intelligence to gain valuable insights and make data-driven decisions. AI can analyse historical data to predict future trends, optimise resource allocation and provide real-time recommendations to improve overall efficiency and customer satisfaction.

From cutting costs to helping mobile workers feel safer on the job, there are a range of benefits associated with field service management software.

For example, a major auto club used Salesforce automation to improve its roadside assistance response times by 10%. Now, customers who need immediate assistance are routed to a dispatcher. With help from dispatch management tools, the dispatcher can quickly locate and assign a nearby technician with the right skills and equipment.

But faster response times aren't the only reason to consider dispatch management software. Here are some other top benefits:

• Increased operational efficiency: By assigning the right resources, dispatch management software improves first-time-fix rates, leading to reduced downtime. It also collects actionable data insights that can lead to improved operations.
• Improved SLAs: Use schedule optimisation to create an optimal schedule and ensure that service-level agreements are met. This allows dispatchers to efficiently manage work orders and maintain high service standards.
• Improved technician utilisation: Creating an optimal schedule means less white space in a technician's day. Automating manual tasks gives technicians more time to provide personalised service while staying on schedule, leading to increased productivity and better customer satisfaction.
• Reduced costs: Route optimisation minimises travel distance and time, decreasing fuel, maintenance and overtime costs.
• Enhanced customer experience: When technicians arrive on time with the right skills and equipment, they have what they need to complete the job the first time. Appointment Assistant helps keep customers informed with real-time updates, helping to improve the customer experience and customer satisfaction scores (CSATs).

Taking the right approach to dispatch management can transform your field service operations. Here are some best practices to consider:

• Integrate your software solutions: Make sure your tools integrate with your CRM and other software, so dispatchers and technicians can work in one place and avoid switching back and forth between systems - saving them time. And when your data is connected across tools, your team can work efficiently and effectively knowing they have the same information.
• Train employees and contractors: Provide training resources on dispatch management software and mobile tools for service managers, dispatchers and technicians. Contractors should have access to the same training as internal staff to avoid knowledge gaps or workflow discrepancies. Trailhead, Salesforce's free online training platform, is a great resource for your team.
• Lean into AI and automation: Automation and AI tools make companies more efficient. By scheduling and optimising appointments, determining the best routes, tracking locations and sending automated updates to service teams and customers, these tools save you time and money and improve customer satisfaction.
• Continuously improve: Use analytics to predict and prepare for changing demands and survey customers about their appointment experience to learn and improve.

From technicians that call in ill to customers who keep rescheduling appointments to travel delays, dispatch management is not without challenges. Let's look at some common challenges and how you can solve them using dispatch management software:

• Managing workloads and resources: Dispatchers must find fast solutions when assigned technicians are unavailable, schedules change or other unforeseen circumstances arise. Field Service teams can use dispatch management software to optimise technicians' shifts and workloads, keep track of absences and quickly find solutions when schedules change.
• Meeting rising customer expectations: Field Service teams are in a better position to meet customer demands with software that ensures the right technician arrives on time, with the necessary equipment. Software that provides customers with real-time updates also improves customer satisfaction.
• Maintaining compliance: Field Service must adhere to industry standards and regulatory requirements. Building rules into automated workflows for deliveries, installations and other types of field service leads to improved compliance. Dispatch management automation flags non-compliant issues and gives dispatchers guidelines to resolve them.

Choosing the right dispatch management software requires careful consideration. Budget, business requirements, integration with existing systems and other factors play a part in decision-making.

Here are some of the most important things to keep in mind:

• Scalability and cost: Consider a field service management cloud solution that adjusts for changing business and customer demands. Some solutions can be easily scaled as demands change. And software hosted by third parties can help to keep costs down.
• System and data integration: Dispatchers and technicians are more efficient when they have all the tools and data they need in one place. Pull all your data and systems together into one platform to create a single source of truth.
• AI and automation: Look for software that lets you streamline workflows and automate manual tasks for resource management, appointment scheduling and route optimisation. Consider a solution that has AI embedded in your workflow, so dispatchers can get contextual insights and take immediate action.
• Mobile apps: Empower technicians with a mobile version of the tool that gives them instant routeing and scheduling updates, customer information, knowledge articles and other important job details — wherever they are.
• Data analytics: Capturing field service metrics can lead to improvements in resource allocation, scheduling, travel time, first-time fix rates and even customer service.

With the right dispatch management solution, you set your field service team up for success by enhancing operations, improving employee and customer experiences and reducing costs.