Best Practices for Dispatchers

How to eliminate paperwork, redundant reporting and manual administrative work

Let’s admit it - some work tasks seem tedious and redundant over time. It’s these manual time-consuming tasks that take time away from what really breathes life into your business, such as providing high level customer service and thinking of new innovative ideas for the company. While it’s important to think outside the box and look for new ways to succeed, there are still tried-and-true best practices of field service management that should be incorporated into the business.

There isn’t a single strategy that will work for every company offering field services, but these few field service management best practices for dispatchers are a great place to start.

Empower your mobile workforce

Most companies realize the importance of having a mobile field service management solution, however few understand the importance of real-time communi¬cation and collaboration, which allows dispatchers and technicians to communicate and share data in real-time to resolve complex issues end-to-end.

Provide a mobile application that gives dispatchers and technicians everything they need, even when offline. Both dispatchers and technicians should have complete visibility into work orders, maps, parts availability, checklists, historical job details etc.

Getting the right work orders to the right technicians in the field

Streamlining your work order planning and scheduling process is one of the most effective ways to improve service management operations, increase efficiency and customer service.

An effective way to increase efficiency for technicians is a well-executed work order planning and scheduling process, which provides visibility to all personnel involved in the process. ExpandIT Resource Planning is built to support dispatchers, allowing for real-time visualization of key para-meters for resource allocation, such as job completion status, estimated travel time, technician skills, geo-position, and more.

Effective dispatching starts with effective communication

Improving the communication of assignments to field service workers is essential. One of the key aspects of the dispatchers’ job is to make sure that the right people are aware of what tasks they need to complete (where and when) and that they are equipped with the information to complete their task successfully. The ExpandIT solution enables dispatchers to communicate with both the customer and service technicians using SMS, email or phone.

Integrate field service management with existing systems

Many software applications may be used as standalone solutions to support business processes, but the real benefits are gained when multiple systems can communicate with each other. If you choose to integrate your field service management software with other systems, you can automate tasks and make it easier for the dispatchers to streamline the technicians’ workflows. ExpandIT Resource Planning integrates with Microsoft Dynamics ERP systems. This means data can be retrieved as required, enabling service technicians to prepare more effectively for a service visit.

After introducing the ExpandIT Field Service Management solution more than two decade ago, ExpandIT continues to equip the field service management industry with the solutions and capabilities needed to keep pace in the market.

Despite the constant changes in the field service management industry, the best practices described here will keep your field service enterprise competitive.


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