The benefits of service dispatch software
Saves time and effort: Manually assigning work orders to field personnel is tedious. If the customer changes the request or a technician is absent, the entire schedule needs to be reshuffled, which is time-consuming. Service dispatch software automatically assigns/reassigns open work orders to available technicians, saving managers much time and effort. It matches work orders to the skills of technicians and ensures that all field personnel have optimal schedules.
Offers better visibility: Most managers face challenges in tracking the location of their field staff. They are unsure if technicians are en route, on the job, or have already completed the job. Service dispatch software tracks the real-time location of field personnel and sends a notification to managers whenever a service request is closed or if further action is needed.
Ensures service flexibility: Based on the level of urgency, some service requests need to be attended to quicker than others. When such requests are added to the job pool, service dispatch software automatically recognizes them and reassigns the schedules of technicians to ensure that urgent work orders are serviced on priority.
Typical features of service dispatch software
Dispatch management: Automatically identifies and assigns technicians with the required skill set to open work orders. Offers Gantt charts, calendars, and maps to assist with the planning and dispatching of field service personnel.
Scheduling: Automatically creates and manages the schedule of multiple technicians. Notifies technicians of their next assignment or any change in their schedule.
Work order management: Records all details related to a work order, such as name of the assigned technician, details of the request, related photos or videos, and miscellaneous notes. Categorizes work orders as completed, in progress, or recurring to help track work status.
Billing and invoicing: Offers customizable templates that help create quotes and invoices. Integrates with accounting apps to reduce data entry efforts.
Routing: Provides traffic updates and navigation assistance to help technicians plan the shortest route to a service destination. It also offers custom route-building capabilities so that technicians can enter their preferred route manually.
GPS tracking: Monitors and tracks the location of technicians and provides real-time updates on their movement. Technicians can use this feature to identify the exact client location.
Technician management: Manages technicians’ rosters by assigning service requests to technicians with the right skill set. It also ensures that the schedule of each technician is optimally planned.
The cost of service dispatch software
Most products in the market are priced on a per user, per month basis and can be divided into three tiers based on their starting price:
Price ranges*:
*The pricing included is for the entry-level/lowest-priced offering found on vendor websites on June 14, 2020. These ranges correspond to the 25th, 75th, and 100th percentiles of the pricing information gathered from vendor websites of sample products.
The above list summarizes pricing for the base plans of most cloud-based service dispatch software. On-premise software charges a higher one-time license price, which usually covers installation charges.
Considerations when purchasing service dispatch software
Deployment options: Service dispatch software can be deployed on vendors’ cloud servers or users’ internal on-premise servers. Cloud-based applications have lower upfront costs, can be accessed from any internet-connected device, and offer ease of scalability, but user data is hosted on third-party servers. With on-premise applications, users have complete ownership of the software, can store their data locally, and even set up additional data controls or restrictions, but they have to make a higher upfront hardware investment. Depending on your business size and budget, evaluate the benefits and drawbacks of each option and shortlist one accordingly.
Native mobile apps: Service dispatch software with mobile accessibility allows field personnel to check work order details and customer service history, update the job status, view changes in their work schedule, and connect with the head office even when they are on the move. Ensure that the software you select offers native mobile apps compatible with various mobile operating systems: Android, iOS, and Windows. Also check if the apps allow technicians to access work order information, such as customer address and equipment model details, in the offline mode.
Industry-specific apps: Many service dispatch software solutions offer features and templates tailored to specific industries, such as construction, manufacturing, or professional services. Decide whether you want a service dispatch solution that caters solely to your line of operation or one with more generic features.
Relevant service dispatch software trends
Internet of things (IoT) increasing predictive maintenance functions: With a rise in the number of connected IoT devices, predictive maintenance service functions are also expected to increase. Companies can regularly monitor data from connected devices and inform customers about equipment that is likely to fail and needs maintenance or servicing.
Big data analytics offering customer insights: Service organizations collect large volumes of customer data. Big data analytics can help convert this data into insights that improve customer experience. Service dispatch software with analytics capabilities can help businesses improve their operations by analyzing and accurately matching technician competencies and behavior with customer expectations.
Sources
Products evaluated for the pricing calculation were taken from Capterra’s service dispatch software directory, sorted by number of reviews. The pricing ranges exclude freemium versions of the products. The features highlighted were identified based on their relevance and the percentage of products in Capterra’s directory that offer them.
The following sources were used for this document:
1. Field Service Management (FSM) Market - Growth, Trends, and Forecasts (2020-2025) (Date accessed: June 15, 2020)
2. 7 Field Service Management Trends To Watch for in 2020 (Date accessed: June 15, 2020)
3. GetApp Service Dispatch Software Buyers Guide (Date accessed: June 14, 2020)
