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Dispatch Software


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Salesforce.com logo
 
Service Cloud, developed by Salesforce.com, is designed to help organizations handle their field dispatch requests. Service Cloud includes features to manage technician schedule, route planning, inventory control, and more.
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Service Cloud, developed by Salesforce.com, is designed to help organizations handle their field dispatch requests. Service Cloud includes features to manage technician schedule, route planning, inventory control, and more.
 
Base logo
 
Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
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Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
 
Top Producer Systems logo
 
Top Producer is a web-based CRM system suited for small companies in the Real Estate and Software/IT industries. The system allows users to users to manage their clients through all stages, from initial contact to closing and beyond. Users... Read More
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Top Producer is a web-based CRM system suited for small companies in the Real Estate and Software/IT industries. The system allows users to users to manage their clients through all stages, from initial contact to closing and beyond. Users... Read More
 
SalesOutlook CRM logo
 
SalesOutlook CRM integrates with Microsoft Outlook, adding a rich feature set to a familiar platform. Easy service-ticket tracking linked with the CRM database makes it an excellent service dispatch solution for up to 100 users.
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SalesOutlook CRM integrates with Microsoft Outlook, adding a rich feature set to a familiar platform. Easy service-ticket tracking linked with the CRM database makes it an excellent service dispatch solution for up to 100 users.
 
1CRM logo
 
1CRM's user-enabled modules offers additional management tools for business inventory. The program is also available as an on-premise system, or web-based for flexibility.
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1CRM's user-enabled modules offers additional management tools for business inventory. The program is also available as an on-premise system, or web-based for flexibility.

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Logicbox CRM logo
 
Logicbox is a cloud-based customer relationship management (CRM) solution that is suitable for small to midsize businesses in a variety of industries. It offers a suite of standard CRM functions that can be configured to incorporate... Read More
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Logicbox is a cloud-based customer relationship management (CRM) solution that is suitable for small to midsize businesses in a variety of industries. It offers a suite of standard CRM functions that can be configured to incorporate... Read More
 
Membrain logo
 
Membrain by Upstream offers a sales automation platform with CRM functionality. The system provides pipeline management, prospecting, lead scoring, sales analytics and content management functionality. Membrain users can define buyer-aligned... Read More
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Membrain by Upstream offers a sales automation platform with CRM functionality. The system provides pipeline management, prospecting, lead scoring, sales analytics and content management functionality. Membrain users can define buyer-aligned... Read More
 
Ascend - Physician Relationship Management System logo
 
Ascend is a physician relationship management application that helps healthcare organizations grow and discover new referral volume opportunities. The application combines physician profiles with business intelligence data and offers... Read More
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Ascend is a physician relationship management application that helps healthcare organizations grow and discover new referral volume opportunities. The application combines physician profiles with business intelligence data and offers... Read More
 
Web+Center logo
 
Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
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Web+Center is a suite of open source, customizable help desk solutions for IT organizations in almost any industry. The web-based help desk application can be run on-site or in the cloud. With access to 100% of the source code, organizations... Read More
 
NetHelpDesk logo
 
NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read More
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NetHelpDesk is an ITIL aligned help desk software that offers ticket tracking and customer relationship management modules with reporting capabilities. The system can manage help desk requests, integrate with email and calendars, provide... Read More

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Oracle Service Cloud logo
 
Oracle Service Cloud is a suite of customer service and support applications under the Oracle Cloud product line for customer experience (CX) management. It provides multichannel ticket management, which combines all customer service... Read More
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Oracle Service Cloud is a suite of customer service and support applications under the Oracle Cloud product line for customer experience (CX) management. It provides multichannel ticket management, which combines all customer service... Read More
 
Oracle Sales Cloud logo
 
Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read More
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Oracle Sales Cloud is a sales management application under Oracle’s umbrella of hosted customer experience (CX) products. An emphasis on modern interface design, simplified cloud-based implementation and a highly functional native... Read More
 
SAP Hybris Cloud for Customers logo
 
SAP Hybris is an omni-channel commerce platform, offering products designed to help enterprise companies target, engage, and support their customer base. The software is available for web-based or on-premise deployment, and integrates... Read More
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SAP Hybris is an omni-channel commerce platform, offering products designed to help enterprise companies target, engage, and support their customer base. The software is available for web-based or on-premise deployment, and integrates... Read More
 
SAP - CRM logo
 
SAP enables your field service team to drive sales with instant access to critical information such as parts, accessories and service contracts. This CRM solution allows users to organize, plan, and dispatch service workers.
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SAP enables your field service team to drive sales with instant access to critical information such as parts, accessories and service contracts. This CRM solution allows users to organize, plan, and dispatch service workers.
 
OmnipriseCRM logo
 
OmnipriseCRM provides a comprehensive Customer Relationship Management solution designed to provide companies with a complete view of all customer interactions—in real time—empowering users to easily manage each contact with current... Read More
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OmnipriseCRM provides a comprehensive Customer Relationship Management solution designed to provide companies with a complete view of all customer interactions—in real time—empowering users to easily manage each contact with current... Read More

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BlueFolder logo
 
With over 600 customers and growing, BlueFolder provides a comprehensive field service management solution for small to medium businesses across various industries, from medical to manufacturing, property maintenance and IT. The web-based... Read More
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With over 600 customers and growing, BlueFolder provides a comprehensive field service management solution for small to medium businesses across various industries, from medical to manufacturing, property maintenance and IT. The web-based... Read More
 
FieldPower logo
 
FieldPower is a field service management solution that is a fit for companies in the property management, utilities, energy and transportation industries, among others. This system supports automatic dispatching, allowing for responses... Read More
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FieldPower is a field service management solution that is a fit for companies in the property management, utilities, energy and transportation industries, among others. This system supports automatic dispatching, allowing for responses... Read More
 
ContactWise CRM logo
 
For organizations looking to maximize their sales team, increasing productivity, sales and customer outreach, GroupLink Corporation offers ContactWise CRM, a scalable client-based customer relationship management solution. ContactWise... Read More
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For organizations looking to maximize their sales team, increasing productivity, sales and customer outreach, GroupLink Corporation offers ContactWise CRM, a scalable client-based customer relationship management solution. ContactWise... Read More
 
FieldAware logo
 
This Web-based dispatching solution gives your field service team instant access to scheduling, invoicing, reporting, account management and more. FieldAware is best suited for small- and mid-sized organizations.
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This Web-based dispatching solution gives your field service team instant access to scheduling, invoicing, reporting, account management and more. FieldAware is best suited for small- and mid-sized organizations.
 
SalesAchiever logo
 
With more than 20 years experience, SalesAchiever is one of the top CRM solutions for companies with service dispatching and other contact management needs. The system is easily customizable and can scale with your business.
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With more than 20 years experience, SalesAchiever is one of the top CRM solutions for companies with service dispatching and other contact management needs. The system is easily customizable and can scale with your business.
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: June 21, 2017


Dispatching is a crucial function of field service software. So much so that some products focus exclusively in this one area. These systems typically include features for route planning, scheduling services and managing work orders, among other dispacthing-specfic activities. 

With that in mind, we’ve created this buyer’s guide, just to address the specific functions of this particular application for the field service market. Here’s what we’ll cover:

What Is Service Dispatch Software?
What Type of Buyer Are You?
The Vendor Landscape
Market Trends to Understand

What Is Service Dispatch Software?

These dispatch scheduling systems perform the crucial functions that are associated with sending technicians into the field to solve customer support issues that can’t be handled remotely. This covers myriad industries including construction, plumbing, HVAC, home and mobile auto repair, among others. Using technology that’s specifically designed for this purpose can result in massive improvements in scheduling efficiency and customer satisfaction, reducing costs and increasing the bottom line.

Features of dispatching software include:

  • Work order management. Create work orders with names, addresses and relevant notes, and assign them to workers in the field based on availability, proximity, urgency, level of expertise or other essential factors. Many systems also allow the dispatcher to track work order completion when used in conjunction with a mobile application.
  • Customer qualification. Provide the technician with all relevant customer information to complete the job, including work history and equipment model numbers.
  • Route planning. Organize work calls by location to reduce travel time, reducing fuel expenses and increasing the number of calls that can be scheduled per day. Many systems use a GPS to map routes, and some can prioritize directions according to time of day and traffic.
  • Scheduling. Send the right technician to the right job at a time they’re available, and efficiently combine crews where multiple technicians or fleets might be needed. This basically centralizes all of your workers schedules into one module. The dispatcher can see everyone's availability, as well as what time they will be where. If a job suddenly comes up, the manager can quickly see who is available closest to the last minute job.
  • Signature capture. Allow workers to capture paperless signatures in the field using handheld electronic devices. This can be done through a mobile application on a smartphone, or a touch-screen tablet. 
  • Inventory control. Ensure that your drivers always arrive to a call with the parts they’ll need to close the ticket. Workers can also log what parts are used during the call to better track assets on hand. Or, they can check inventory remotely if a part is needed that isn't currently on the job site. 

A full field dispatcher software suite may integrate dispatch solutions with other essential functions, including help desk, contract management, forecasting and reporting, equipment tracking, failure analysis, accounting and more.

What Type of Buyer Are You?

When it comes to dispatch systems, there are basically two types of buyers:

Dispatch-only buyers. Small businesses looking to move beyond Microsoft Outlook, spreadsheets or even whiteboards and sticky notes to add a higher level of management capabilities may want just a simple dispatch program. This will provide a solution to basic dispatching needs without the extra financial burden of unnecessary features.

Enterprise buyers. Large organizations with multiple fleets that need to integrate across other company functions—including sales, accounting, inventory control and more—may want a more in-depth solution that combines all these applications into one. These buyers should look at CRM enterprise solutions that caters to work in the field. 

The Vendor Landscape

This type of buyer... Should evaluate these systems
Dispatch-only  HindSite Solution, Service Skeds
Field service  DataForma, FieldOne Terra, FieldOne Sky, HindSite Solution, FieldAware 
Enterprise  FieldOne Sky, ServicePro by MSI Data

Market Trends to Understand

Mobile. With the explosion of the mobile device market over the last decade, dispatch technology vendors would be remiss if they didn’t provide some way for dispatchers and technicians to interact through the mobile environment. Mobile device applications provide any number of unique functions, including GPS directions/tracking, checking in/out upon arrival or closing the ticket, uploading photos for field support, parts transfer between trucks and more.

Web-based interfaces. Rather than a dedicated software program, many products are shifting to a Web-based interface, which let users access information from anywhere. These systems can also have special logins for partners and allow customers to schedule their own appointments. This is particularly useful for very large companies with multiple fleets and many workers that all need to access the same information, in real-time while offsite.

 

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