Error-Free Dispatching: The Role of Field Service Management Software

Scheduling and dispatching involve crucial tasks directly impacting your field service delivery quality. For example, if you assign the wrong field service technicians to the job, your customer’s and technician’s time gets wasted. Your field service teams have to put in additional efforts to correct their mistakes and dispatch the right skilled worker for the job.

Assigning the wrong job to the wrong field service technician is just one of the errors that affect your service delivery. But by using field service management software, it is possible to reduce such errors, automate manual work, and improve customer satisfaction – read more to learn how.

What is a field service management software?

Field Service Management Software is a dedicated automation and management solution catering to the operational needs of a field service business. This includes automation of manual work across marketing, sales, project management, invoicing, inventory allocation, customer service, and much more.

How does FSM software help improve field service dispatching?

Here are three key areas in which FSM software impacts improve dispatch schedule efficiency:

Real-time visibility on dispatch schedules

FSM software provides a centralized dashboard that helps field service teams view ongoing projects, pending work orders, customer support tickets, etc. This provides much-required business visibility in otherwise ‘remote’ operations. It is possible to design the views of your dashboard that suit your business needs.

For example, if you have too many projects in the execution phase, you can align the dashboard views to showcase reports of field service technicians’ activities, quality check results, tackle urgent issues raised by workers or customers, and more.

Optimize dispatch

FSM software that uses GPS technology helps optimize routes for field service technicians. It will consider the real-time location of the worker such that it will assign two or more jobs that lie in nearby areas to the same field service technician to improve output. Such optimizations help improve resource efficiency and reduce operational costs. 

A key optimization includes assigning the right job to the right field service technician. This means the algorithm will search for relevant skills, availability, proximity to job location, customer feedback, and more before assigning jobs for acceptance.

Mobile access for real-time communication

Having a mobile application for your FSM software means you can reach out to your workers and communicate scheduled jobs, tasks available, updates about the job, etc in real-time. They can quickly accept or reject jobs, know about any changes to job details as they happen, and check for documents or files when needed to perform work.

Workers can share information about job sites by sharing files, images, and videos, or make calls to connect with supervisors or managers. This is especially useful when a dispatched worker reaches the job site and notices a difference in the requested service versus the job details provided.

Five features to consider when choosing FSM software for dispatching operations

You can opt for a more specific dispatch software to help automate your scheduling and dispatching operations. Or if you’re choosing FSM software, make sure they include below key features that help with scheduling and dispatching workflows:

1. Prioritize tasks: should be able to understand the urgency of tasks based on requested service, customer’s value, worker availability, order size, etc to prioritize them for field service teams.
2. Calendar view: having a drag-and-drop interface over the calendar view helps visualize schedules and edit them as required.
3. Track real-time location: helps calculate travel times between job sites, optimize routes, and track worker activity or inventory stock delivery. It also helps share Estimated Arrival Time (ETA) with customers and provides the real-time location of a worker when they start their travel towards the job site.
4. Push notification: software can include templated emails and messages that help share real-time updates about the job progress with customers, details about assigned workers, discounts, etc.
5. Allocate productively: you can allocate jobs to ensure workers do not feel overworked. For example, FSM software can allocate jobs based on acceptance volume, completed jobs in a day, upskilling opportunities for workers by doing practice jobs, and more.

At Zuper, our field of IT service management solutions takes into account the above five features and more to help you optimize your scheduling and dispatching activities – book a demo to learn more.

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