A couple of weeks ago we shared an article on nine best practices on how to effectively schedule technicians. We are going to take a deep dive into those 9 best practices over the next couple of weeks. We’d love to hear your thoughts and insights on these 9 best practices.
Let’s start with Best Practice number 1:
Evaluate Tech Capacity When Scheduling Jobs
At our company we meet each morning in a daily huddle to discuss several key performance indicators. One of those being service/maintenance technician capacity. We review the capacity that we reached the day prior, the current day capacity (which should be near to 100%), and the next day capacity (which should be around 75% full).
To determine the capacity, we look at the number of service and maintenance technicians that are scheduled to work and run service and maintenance calls.
Work with your service and maintenance department managers to determine the amount of time you will allocate to each job. For ServiceTitan users, this was probably done when you set up your job types for both residential and commercial jobs.
Allocate how many jobs each service technician will run in a day. Most service and maintenance technicians will run 4-5 jobs per day. Of course there are some jobs that will take longer than others or projects that have multiple systems to work on, and all of that should be taken into account when determining the daily capacity.
These standards for scheduling should be determined, documented and communicated to the service team so there are clear expectations when it comes to scheduling calls and making schedule changes.
It’s easy to create different sections for different departments or teams on the dispatch board so that you can easily see the schedule and organize calls.
Another great feature you can use to help with this is the Adjustable Capacity Planning (ACP) feature in ServiceTitan found under the schedule tab. When turned on and set up properly, this feature allows you to see at a glance the capacity available for each job type and the number of available time slots allocated throughout the day.
When capacity is not being met, it’s a good idea to start reaching out to your customer base via outbound calls or texts. Give a special offer for maintenance to help book additional calls and meet technician capacity requirements for the day and following days.
For more information on ACP, you can learn more in the Knowledge Base , or check out this 4 and half minute overview video on ACP in the Academy. You can search “Adjustable Capacity Planning” to see all live and recorded training options in the Academy.
We'd love to hear your tips when evaluating technician capacity for your schedule board.
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Dispatchers play a key role in home service companies. In a previous post about scheduling service technicians, it was advised that dispatchers plan ahead for service scheduling. This is just one of the many responsibilities of a dispatcher, but a very important one!
As dispatchers begin to coordinate the dispatch board, and plan the schedules for each of the service technicians, there are many factors that need to be considered.
Urgency of jobs and situations
Potential revenue from the job
Location of the job
Technician qualifications and technical skills needed for the job
Tools or equipment needed for the job
Prioritizing jobs based on the capacity available
Yeah, that’s a lot!
The dispatcher’s daily objective is to make sure that all of the customers are taken care of by assigning them the best technician possible for the job, and to help the company be as efficient and profitable as possible in the process. In fact, another title for the dispatcher could be the Puzzle Master!
While there is no magic wand, secret formula or enchanted process to put the schedule puzzle together, ServiceTitan’s platform can make it easier for dispatchers to plan ahead. Here are four quick scheduling tips that dispatchers can implement to make managing the dispatch board a little bit smoother.
1. Set up “Technician Shifts.” On the schedule tab in ServiceTitan, create shifts for your technicians. Know which technicians are available during the day to help you easily see the capacity on the dispatch board.
2. Complete the “Skills” section of the settings for each technician profile using tags to highlight specific skills, certifications and qualifications. Once these skills are saved on the technician’s profile, the dispatcher will be able to move the cursor over the technician’s photo on the dispatch board where the skills will pop up. This will help the dispatcher quickly identify which technicians have the skills and qualifications needed for the job.
3. Utilize the “Zones” feature. If your team covers a large area, you can assign zones to the technicians so that they have an assigned geographical work area, which could ultimately save travel time. You can use zones to see at a glance the region of each job and technician. When a technician or a job is in a zone, you will see a color-coded dot next to the job and the technician’s name on the Dispatch Board and the Schedule.
4. Utilize the “Recurring Services” from the Follow Up tab. Dispatchers understand the importance of keeping capacity filled to 100%. Schedule the recurring services as soon as possible in the month, keeping in mind that weather or other factors that could increase the need for demand service. Priority should be given to demand service, as the potential for revenue and additional leads increases with demand service.
ServiceTitan's Dispatch Board helps dispatchers optimize their fleet management, improve customer service, and complete more jobs.
We sing praises to dispatchers everywhere who are putting the schedule puzzle together, and optimizing it to match your best techs to the most profitable jobs.
For more tips on planning ahead, dispatchers can also use these general tips shared in a previous ServiceTitan blog post.
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Does anyone have our latest release on their account yet? The new customer location page looks a lot different. What are your thoughts?
Do you love it ? Or will you leave it in the old version?
If it hasn't hit your account yet... see the preview I did with Shea in our latest Training Tuesday video.
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Hello fellow CSRs and dispatchers! As CSRs I know we often take on a wide variety of roles. I am wondering how your office workflow runs. Do the CSRs or someone in the office order the parts for the technicians service calls as well as restocking or do the techs order their own parts as needed throughout the day? We are currently working on getting set up with ST inventory so eventually restocking will be so much easier! However, currently I am ordering the techs parts each day for their service calls as they come in. I'm just wondering how other companies balance it? I know the boys are busy in the field but do they order their own parts or does the office? I'm curious to hear your answers please! Thanks! 🙂
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