A field service business can’t hope to be successful without effective dispatching. A well-designed dispatch management system promotes organization, boosting employee experience and customer satisfaction.
One reason that field service companies struggle with dispatch management is relying on manual processes, which often can’t keep up the work orders of a growing business. Instead, contractors should consider field service dispatch software, which automates these tasks to enhance efficiency. However, you want to ensure successful implementation to make the most of this software solution. These steps will help you integrate dispatch software seamlessly into your field service operations. Read on to learn more or discover the powerful capabilities behind sera's field service management software now in a demo.
What Is Field Service Dispatch Software?
As the name suggests, field service dispatch software is a tool that helps service businesses streamline dispatching tasks. Through automation, it intelligently assigns the right field technicians to the right job based on factors like availability, skill set, and scheduling logic. Most dispatch software has a desktop and mobile version, which helps dispersed teams stay connected. In addition to job scheduling, dispatch software can improve equipment tracking, customer management, and related functions.
From plumbing and HVAC contractors to electrician businesses, many field service companies find dispatch software beneficial for their daily business needs. The following are some reasons to implement field service dispatch software:
- Workflow optimization: By automatically assigning jobs and giving dispatchers a complete view of schedules, dispatch software enables more effective route planning and resource allocation to boost efficiency.
- Manual reassignment: Through capabilities like drag-and-drop on dispatch boards, dispatchers can manually reassign jobs in real time to preserve route optimization and fast response times when last-minute emergency service requests occur.
- Increased visibility of workflows: GPS tracking gives dispatchers a better picture of where techs are in their daily schedules, enabling more strategic reassignment based on travel time.
- More effective communication: Dispatch software strengthens communication between teams and customers, with service technicians sending real-time notifications about service delays and office staff updating homeowners with new ETAs.
- Mobile app compatibility: Besides enhancing communication between office staff and techs, mobile app versions of dispatch software enable time tracking for techs to determine how much time they spend on a job. Mobile apps are typically compatible with IOS or Android devices.
- Customer relationship management: More effective field service scheduling enhances the customer experience. Additionally, with tools like customer portals, contractors can manage service history, invoices, and quotes to deliver more personalized service. Customer portals also give homeowners more control over the service they receive.
How to Implement Field Service Dispatch Software
It’s one thing for a contractor to realize field service dispatch software is necessary — it’s another to implement it effectively. Ensure your software implementation goes smoothly by understanding common challenges and completing strategic planning. Tips for a successful implementation include:
1) Identify the Need for Dispatch Software
Why does your business need dispatch software? There may be a discrepancy between why executive, office, and service teams think this software solution is necessary. When businesses run into software implementation too quickly, they risk neglecting input from all teams, and this can increase resistance.
An effective way to bring all perspectives to the table is to establish an implementation team. Contractors may lead this team or assign it to another leader. The team should comprise representatives from all departments, including dispatchers, other office staff, and field technicians. When everyone participates in decision-making, it helps the business make the right decision and often increases buy-in from the entire team.
2) Develop a Budget
Most field service businesses don’t have the personnel and resources to create their own dispatch software. They typically need to partner with a software provider. This means determining a budget to obtain software.
To set a realistic budget, the implementation team should create a list of the key features the business needs from dispatch software. For example, do teams struggle with communication? Software available on mobile devices may be a top priority. If equipment tracking is a problem, search for software that helps with inventory and fleet management. Whatever your goals, create a list of needs to stay within budget.
3) Set Metrics for the Implementation
When introducing any new system or technology, the best way to measure success is with key performance indicators (KPIs). The implementation team should create metrics that will gauge success. The following are some KPIs for field service businesses:
- First-time fix rate
- Customer satisfaction
- Employee turnover
- Jobs per day
- Service call/request volume
- Sales leads
4) Consider Software Integration
Dispatch software that doesn’t integrate well with existing tools can create more inefficiencies instead of reducing them. Field service businesses use many types of software, from invoicing and payroll tools to CRM platforms. They want dispatch software that allows seamless integration to make the most of all tools.
A key integration is with accounting software. QuickBooks Online is a common accounting tool for field service companies that simplifies payment processing. In this case, integration combines dispatching capabilities and accounting software to streamline invoicing, reporting, and payroll tasks.
5) Devise a Detailed Plan for Deployment
Working with the software provider, the implementation team will develop a deployment plan. This plan should be detailed, including specific steps and dates. It should discuss the resources necessary at each step to ensure a successful implementation and solutions to potential problems encountered along the way. All teams should understand their responsibilities and how the implementation will impact current processes.
6) Provide Training and Support With Implementation
Getting employee buy-in whenever new technology is introduced is difficult, but providing ample training and support can make the transition smoother. Training allows time for different teams to understand how the software works and what aspects of it are most important for their jobs. As questions will likely continue long after the initial launch, ensure support is available to navigate these challenges.
The best software providers will offer support with onboarding and beyond. During your research, ask providers about the kind of support available and other resources to ensure a seamless implementation.
Partner With Sera for All-in-One FSM Software
With a well-organized implementation, contractors can reap the full benefits of field service dispatch software. When researching your options, you may wish to look beyond dispatch software for the more comprehensive field service management software. FSM software combines the capabilities of dispatch software with scheduling software, invoicing software, and other tools for an all-in-one solution.
At Sera, FSM software is designed for small and medium-sized residential field service businesses like residential HVAC, plumbing, and electrical contractors. Our software weeds out operational inefficiencies and pricing errors to help your business streamline tasks and boost profitability.
Contact us today to schedule a 15-minute discovery call and learn more about FSM software.