A service dispatcher is one that comes with a variety of responsibilities and requires a distinct skill set. Essentially, a dispatcher acts as the middleman between customers and the service technicians. Communicating with customers, setting up services, relaying information to workers, and keeping careful records of services and transactions. Below is a comparison how the daily routine of a dispatcher is different when service technicians are using mobile technology.
Dispatching Before Mobile Technology
The daily routine before mobile technology, the dispatchers would handle inbound calls from customers who would want to setup an appointment, and or setup an estimate. After receiving the call, the dispatcher would then search for the customer, create a call from the info the customer gave them, and then write in job instructions and then look at the board and assign the call to a tech within a specific time frame available. They would then either page, or call a technician and give them the details of the call and location. The tech would let the dispatcher know that they are on their way to the call. The dispatcher would then go into Call Progress and place in a dispatch time. The dispatcher would also add a time card entry to the time card of the specific technician. The dispatcher would then fill out the on site time, in both call progress and time card, as well as closing the call out and moving the tech off to another call, or a parts run, etc. You get it...A lot of moving parts!
Dispatchers After Mobile Technology
The dispatcher would still take the call from the customer giving them the personal experience the customer expects, and assigning the call to a specific technician. At this point forward the technician is responsible for dispatching themselves, placing themselves onsite, filling out the invoice, and all notes (work done and work suggested), and then closing the call out. Dispatchers can now view all changes in real time (if the tech has an active data connection, if not, the tech's work is queued on the device and will be sent over immediately after reconnecting), including the time card updates, and all other aspects of the job.
Mobile technology like SWRemote, powered by Pointman allows the dispatcher to pay more attention on following up on opportunities, upselling agreements, scheduling future visits, service, and estimates. Also, mobile technology allows the technician to notify the dispatcher that they are 10 minutes or so out from completing the job.
As you can see, with mobile technology in use, this now allows the dispatcher to focus more on customer experience, and outbound selling opportunities, and less of the back and forth of information sharing with technicians that now occurs without mobile technology.