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.
