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Salesforce Service Cloud

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralise and o...Read more about Salesforce Service Cloud

Synchroteam

Synchroteam is a cloud-based field service management and scheduling solution that caters to businesses of all sizes in field service industry that includes cleaning services, construction, electrical and HVAC. Synchroteam fe...Read more about Synchroteam

AI Field Management

AI-FM allows organizations to manage the entire business from end-to-end with just one platform, with tools for managing Workers, Customers, Jobs, and Assets (/w QR Code Scanning) by Geography & Time. REDUCED CONTRACTOR PRICING! ...Read more about AI Field Management

Solarvista

Solarvista™ is the world's first '2-in-1' field service management system that is built within, and provided with, 'no-code' application builder technology. It streamlines your field service operations by providing ready-made but ...Read more about Solarvista

FSM Grid

FSM Grid is an IoT enabled field service management software. Some of its main features include scheduling, routing, work orders and inventory control to automate field service operations and connect in-field teams to a business's...Read more about FSM Grid

5.0 (1 reviews)

GSMtasks

GSMtasks is a fleet management solution that helps organizations plan multi-stop routes, handle business vehicles and track on-site workers. Key features include courier optimization, food delivery management, fleet analytics, tas...Read more about GSMtasks

iWarranty

iWarranty is a digital platform that manages warranties for manufacturers, retailers, and consumers. This software is powered by artificial intelligence (AI) and machine learning to simplify the warranty process, from registration...Read more about iWarranty

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Gruntify

Automate your field service operations and efficiently manage your assets with Gruntify, the all-in-one mobile solution designed to streamline any field service workflow. Collect data, manage assets, schedule jobs, and analyze inf...Read more about Gruntify

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Omadi

Omadi's towing management software platform increases visibility into company operations resulting in greater efficiency, decreased admin cost, and heightened control over the success of the business. This is accomplished through ...Read more about Omadi

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FieldAware

FieldAware by GPS Insight is a field service management software made specifically for businesses who have a mobile workforce and want to get organized, automated, and connected to their teams in way that simply cannot be done man...Read more about FieldAware

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Smart Service

The Smart Service mobile app syncs with QuickBooks, allowing users to create and manage customer accounts, schedules, and invoices. In addition, the mobile Smart Service system expands QuickBooks with work order management, routi...Read more about Smart Service

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ServiceTrade

ServiceTrade is the software platform that helps commercial mechanical and fire contractors grow their profit. We set technicians up for success by empowering them to work more productively with the tools they need for performing ...Read more about ServiceTrade

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FreeAgent CRM

FreeAgent CRM is a fully-featured CRM that helps your team get organized, gain visibility into day-to-day work, and get more done with a powerful, easy-to-use sales platform your sales team will actually love. Work smarter and f...Read more about FreeAgent CRM

4.7 (72 reviews)

30 recommendations

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Odoo

Odoo is the #1 open-source integrated business apps suite. Main apps include Website Builder, eCommerce, CRM, Accounting, Project Management, Warehouse Management, Manufacturing, Human Resources, and Marketing. There is an app for...Read more about Odoo

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Salesforce Field Service

Field Service Lightning is an add-on solution to the SalesForce Service Cloud that helps dispatchers and mobile employees schedule appointments, manage inventory, and optimize resource utilization. It allows staff members to creat...Read more about Salesforce Field Service

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Fieldmagic

Fieldmagic is a field service management solution that helps businesses in construction, maintenance, pest control, plumbing and other industries manage billing, assets and service scheduling on a centralized platform. The job man...Read more about Fieldmagic

Fieldcode

Fieldcode is a cloud-based solution that helps businesses manage field service teams across multiple locations and streamline dispatch operations. Professionals can use the application programming interface (API) to import tickets...Read more about Fieldcode

5.0 (3 reviews)

Vizzn

Vizzn is a construction scheduling solution designed to help contractors across manufacturing, paving and other job sites assign, track and manage crew and equipment-related activities. The application offers a centralized dashboa...Read more about Vizzn

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Astea Alliance

Astea Alliance Enterprise is an end-to-end field service management (FSM) and mobility platform that provides large and enterprise service companies with functionality to support the full service lifecycle, from the initial custom...Read more about Astea Alliance

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Assignar

Assignar is a cloud-based construction management solution designed for self-performing general contractors and subcontractors. Key features include scheduling, asset management, timesheets, custom forms, compliance management, in...Read more about Assignar

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Buyers Guide

Last Updated: March 16, 2023

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?

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, 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.