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Salesforce.com logo
 
The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read More
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The Salesforce cloud is an on-demand customer relationship management (CRM) suite offering applications for small, midsize and enterprise organizations, with a focus on sales and support. The Salesforce app has capabilities that... Read More
 
Results CRM logo
 
Results CRM is a software solution designed for small and midsize enterprise customers. It offers sales automation, project management, service orders and billing management within the suite. It is available for both Web-based and... Read More
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Results CRM is a software solution designed for small and midsize enterprise customers. It offers sales automation, project management, service orders and billing management within the suite. It is available for both Web-based and... Read More
 
Base logo
 
Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
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Base CRM is the web and mobile-based customer relationship management (CRM) application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. Base CRM features... Read More
 
bpm'online CRM logo
 
Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read More
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Bpm'online is a process-driven customer relationship management (CRM) solution for marketing, sales and service automation. The solution allows companies to manage the customer lifecycle from lead to sales and to ongoing customer service. The... Read More
 
SalesOutlook CRM logo
 
SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email correspondence... Read More
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SalesOutlook CRM is a comprehensive customer relationship management (CRM) and email marketing system that embeds into Microsoft Outlook. SalesOutlook CRM automatically syncs all customer data at one place. All files and email correspondence... Read More

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MyCRMonCall.com logo
 
MyCRMonCall is a cloud-based customer relationship management (CRM) solution suitable for small to midsize manufacturing businesses. Key features include sales force automation, social CRM, marketing automation, document management,... Read More
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MyCRMonCall is a cloud-based customer relationship management (CRM) solution suitable for small to midsize manufacturing businesses. Key features include sales force automation, social CRM, marketing automation, document management,... 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
 
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
 
Soffront CRM logo
 
Soffront CRM offers a Web-based, user-friendly platform that easily customizes to your specific dispatch needs. The program drives sales, marketing, support and more. Your mobile team will accomplish more work in less time.
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Soffront CRM offers a Web-based, user-friendly platform that easily customizes to your specific dispatch needs. The program drives sales, marketing, support and more. Your mobile team will accomplish more work in less time.
 
Healthcare Relationship Cloud logo
 
Healthcare Relationship Cloud from hc1.com is a cloud-based healthcare specific CRM solution that provides a centralized platform for clinics and hospitals to personalize patient care, create patients database and streamline communication... Read More
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Healthcare Relationship Cloud from hc1.com is a cloud-based healthcare specific CRM solution that provides a centralized platform for clinics and hospitals to personalize patient care, create patients database and streamline communication... Read More

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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
 
Oracle Service Cloud logo
 
Oracle Service Cloud is a cloud-based customer experience management solution that provides functionalities for customer service and support. Key features include case management, guided resolution, contextual agent experience, desktop... Read More
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Oracle Service Cloud is a cloud-based customer experience management solution that provides functionalities for customer service and support. Key features include case management, guided resolution, contextual agent experience, desktop... 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
 
Insightly logo
 
Insightly combines the power of contact management with project management for small field service and other dispatching organizations. The software enables users to better manage contacts and anticipate future sales and projects.
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Insightly combines the power of contact management with project management for small field service and other dispatching organizations. The software enables users to better manage contacts and anticipate future sales and projects.

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Oracle Siebel CRM logo
 
Oracle Siebel CRM is a sales force automation (SFA) and customer relationship management solution designed to assist enterprises to manage their customer experiences. It includes a range of sales, marketing and customer service applications... Read More
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Oracle Siebel CRM is a sales force automation (SFA) and customer relationship management solution designed to assist enterprises to manage their customer experiences. It includes a range of sales, marketing and customer service applications... Read More
 
CA Service Desk Manager logo
 
CA Service Desk Manager from CA Technologies offers a comprehensive set of service and support tools. It integrates all stages and elements of service desk operations into a single platform, including service requests, incident, change,... Read More
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CA Service Desk Manager from CA Technologies offers a comprehensive set of service and support tools. It integrates all stages and elements of service desk operations into a single platform, including service requests, incident, change,... Read More
 
CRMnext logo
 
CRMnext is a cloud-based customer relationship management (CRM) solution that helps businesses manage customer-related processes, from lead capture to post-sale. Key features include marketing solutions, process management, analytics... Read More
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CRMnext is a cloud-based customer relationship management (CRM) solution that helps businesses manage customer-related processes, from lead capture to post-sale. Key features include marketing solutions, process management, analytics... Read More
 
ConnectWise CRM logo
 
ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses... Read More
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ConnectWise CRM from ConnectWise is a cloud-based customer relationship management solution that provides businesses with a centralized system to track all customer-related information. This solution caters to small and midsize businesses... Read More
 
Accelo logo
 
Accelo is a cloud-based Service Operations Automation (ServOps) solution that allows users to manage all client-related activities. This solution is suitable for businesses of all sizes across various industry verticals. Accelo automatically... Read More
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Accelo is a cloud-based Service Operations Automation (ServOps) solution that allows users to manage all client-related activities. This solution is suitable for businesses of all sizes across various industry verticals. Accelo automatically... Read More

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Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: November 14, 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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