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:
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, carpet cleaning, 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:
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.
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.
|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|
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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