Dispatcher taking a phone call and dispatching the job

Did You Know…? | Dispatch Board for Successware Classic

Businesses revolve around dispatchers. After all, they are the ones who you rely on to send the most qualified technician to a job site to complete a call. A good dispatcher can help you maximize profits and increase efficiency for your business.

With Successware, we make it easy for dispatchers to do their job. Through our Successware Classic platform, dispatchers can easily schedule and assign tasks to technicians using a drag-and-drop feature on the dispatch board. This feature simplifies the process of identifying the most suitable technician for a specific job, ensuring optimal resource allocation. Let's explore some of the key capabilities of the Successware dispatch board.

Find Qualified Technicians at a Glance

When a dispatcher adds a call to the board, they can instantly identify technicians with the appropriate skills for the task, streamlining the scheduling process. If a job is assigned to a technician lacking the necessary skills, an alert prompts rescheduling with a qualified individual.

The dispatch board offers a comprehensive overview of technicians, presenting more than 50 key performance indicators like average ticket sales, total sales, and conversion rates. This wealth of information empowers dispatchers with the tools needed to efficiently manage and allocate resources through the Successware Dispatch board.

Additionally, the board allows for flexible technician grouping based on business priorities. Whether categorizing by job type (e.g., maintenance/demand, installation, sales) or geographic region, this feature aids dispatchers in swiftly identifying available technicians with the right skill set for each assignment.

Automatic Refresh so you Don't Overbook

Our dispatch board automatically refreshes at predetermined intervals, eliminating the chance of double booking the same time slot. This feature is incredibly important as the dispatch board talks to our Time Slot Capacity Management feature to provide the most up-to-date, available appointment time slots for customers. This refresh will also help your Call Takers when scheduling an appointment over the phone and your customers who book appointments online through Successware BookIt.

You can adjust how often the dispatch board updates to whatever suits your business's needs and can always make changes depending on the season or how many dispatchers you have. We have a manual refresh button as well if you want to ensure you aren't overbooking an appointment while on the phone with a customer.

Mark Your Appointments so you are Well Prepared

In Successware, you have the ability to designate an appointment as requiring "Attention" and include any relevant notes about that specific appointment. The dispatcher can effortlessly gain insight into the urgency of a call by hovering over the "Attention" icon. Field technicians can also mark a job as "Attention" using their mobile devices through Successware Mobile, sending a 10-8 notification to the home office.

Furthermore, you can set specific criteria in Successware to trigger an "Attention" status. For instance, if it's customary for the dispatcher to contact a customer 20 minutes prior to their scheduled appointment for confirmation, you can establish an alert to appear at that time, prompting the dispatcher to make the necessary call.

Similarly, if a technician fails to check in for their upcoming job, an alert can be configured to activate 20 minutes after the scheduled appointment start time. This ensures that the dispatcher receives a prompt, encouraging them to check the technician's location on the map or reach out for clarification.

Dispatch Agreement Visits to Fill in Appointment Time Slots

Scheduled agreement visits are crucial for consistent income and flexibility in scheduling. By leveraging the Time Slot Capacity Management module, dispatchers can identify gaps in demand service calls and strategically incorporate agreement visits. This proactive approach not only optimizes scheduling but also provides call takers with a targeted list, maximizing revenue. While peak seasons may prioritize on-demand calls, agreement visits become essential in transitional months, and dispatchers can efficiently fill gaps in the schedule each week.

Schedule Multi-Day Jobs

An important functionality of our dispatch board is the capability to schedule multiple visits for a single job. If you anticipate that a particular issue or installation requires two visits, you can conveniently schedule both appointments at once. This not only ensures timely job completion but also provides customers with the reassurance of a designated appointment for the technician to finalize the work, avoiding prolonged delays.

Moreover, if your technician encounters an unexpected issue during an installation, potentially extending the job to the next day, our Dispatch board simplifies the process of scheduling these extensions, making it both easy and straightforward.

Geographic Zones and Google Maps Make Scheduling Easier

We make dispatching easy by color-coding our dispatch board into geographic zones and offering geolocation features for your technicians. Our geolocation feature updates your technician's location every half-mile, providing real-time visibility on the Successware Google Maps screen. Dispatchers can efficiently assign the next job based on the technician's current location and the job's proximity. This streamlined approach allows technicians to operate in a central area, saving both time and costs.

Successware also offers a map view showcasing all technician locations, aiding dispatchers in visually planning calls. This feature incorporates real-time traffic information, enabling dispatchers to optimize routes and minimize travel time between the technician's current job and the next assignment.

In case of emergencies or demand calls, dispatchers can consult the map to check each technician's status—whether they've just arrived, are in progress, or are finishing up. These statuses empower dispatchers to make informed decisions about which technician to deploy for the demand call.

For the latest information on the new Successware platform Dispatch Board, check out our blog post here.

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