Showing 1-20 of 110 products
Zendesk Sell (formerly Base) is the web and mobile-based customer relationship management application that allows B2B and B2C sales professionals to manage sales, track leads and engage proactively with customers from anywhere. The... Read more
Recent recommendations: 109 recommendations
Creatio (formerly bpm’online) is a unique synergy of unified CRM and intelligent BPM platform for marketing, sales and service automation. The solution allows midsize and large companies to manage the customer lifecycle from lead... Read more
Recent recommendations: 8 recommendations
Shape's cloud-based solution offers tools designed to manage online marketing and promotions, capture leads from online sources, organize sales pipelines, connect with customers and automate everyday tasks. Shape is suitable for businesses... Read more
Recent recommendations: 6 recommendations
Quick Base is an application development platform that enables people to build business applications without coding. The platform is cloud-based and accessible on any browser or mobile device. Users can build apps on Quick Base by... Read more
Recent recommendations: 3 recommendations
Aysling is a cloud-based enterprise resource solution that can run an entire business, from leads to sales, through delivery to payments. Aysling is easy to deploy, configure, use, and manage while offering top-level support and... Read more
Recent recommendations: 1 recommendations
Leverage CRM is a CRM software suite that allows businesses to leverage sales and marketing, service delivery, and inventory and billing tools to manage all business operations from one central database. From lead gathering to service... Read more
Recent recommendations: 1 recommendations
Rock Solid OneView is a Microsoft Dynamics-based citizen engagement platform that helps citizens and local governments work as one. Rock Solid tracks citizen interaction and unifies departments to address their needs. It offers case... Read more
Recent recommendations: 1 recommendations
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
QAlert is a cloud-based citizen request management (CRM) platform designed to help local or county governments manage non-emergency requests, work orders and other complaints. It allows citizens to communicate and engage with municipalities... Read more
An Inc. 5000 fastest growing private company, recognized by Gartner as a top viable vendor for Integrated Revenue and Customer Management solutions via its Symphony suite. Carriers and Service Providers must be Agile in launching... Read more
The Salesforce Sales Cloud is an on-demand CRM platform offering applications for small, midsize, and enterprise organizations, with a focus on sales and customer relationships. This Salesforce platform has CRM capabilities that include... Read more
Recent recommendations: 31 recommendations
Zoho CRM is a cloud-based business management platform that caters to businesses of all sizes. It offers sales and marketing automation tools with helpdesk, analytics and customer support functions. Zoho CRM helps users respond to... Read more
We often recommend Mhelpdesk to companies with field service operations and less than one million in annual revenues. The system supports on-site estimating, job scheduling, job status tracking and contract management. Read more
Wise Agent is a cloud-based real estate customer relationship management solution that helps businesses and agents automate the management of sales activities such as leads, responses, appointments and transactions. Wise Agent’s... Read more
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. Read more
Odoo is a fully integrated and customizable open-source suite of business applications including sales, CRM, project management, manufacturing, inventory, accounting and other business needs in one software solution. Odoo was designed... Read more
ServiceTrade is a cloud-based solution that provides customer service applications to commercial service contractors. ServiceTrade’s mobile and web applications coordinate office staff and field technicians to manage business related... Read more
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
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. Read more
RepairShopr is customer relationship management (CRM) software designed to help users manage ticketing, invoicing, point of sale (POS), CRM and marketing for repair shops. It is suitable for computer repair shops, plumbing businesses,... Read more
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 dispatching-specific activities.
With that in mind, we’ve created this buyers 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?
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:
- 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.