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Gwen Chen
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November 20, 2019

What You Need to Know About Dispatch & Field Services Optimization

In today’s on-demand economy, more organizations are adding field services to their product lineup. The widespread availability of communications networks and connected devices like smartphones and tablets are enabling and encouraging that.

Whether your organization is new to the field services or even if you're an industry veteran, it pays for your company to optimize its dispatch and field service operations. Companies that lag to keep up with these digital innovations will suffer from cost overruns and shrinking margins. And they run the risk of losing rather than building loyalty and wallet share with customers.


AppSheet_Smart Field Service

Mobile apps help organizations that do field work like inspections, installations, maintenance, and repair to better allocate their resources. The AppSheet platform empowers organizations to create their own apps without expertise in coding. On top of that, the apps that are created work across tablets, phones and desktops.

Mobile apps provide dispatch and field reporting teams with:

  • Smart technician dispatching and scheduling.
  • Real-time service status tracking.
  • Higher productivity and profitability.

Smart Technician Dispatching & Scheduling

Mobile apps allow for better resource management by keeping everybody on the same page, regardless of their location or situation.

Dispatchers can use apps to create a list of jobs for the day, week, or month. And field workers can find their job assignments and related details of those tasks within the app.

Companies can also allow their field personnel to access information like equipment manuals and site-specific requirements and restrictions from their mobile devices. And apps built on the AppSheet platform makes all that information available whether or not a connection is available at that point in time.

Field workers face a variety of situations that call for agile and flexible solutions. The standard day for a field service works revolves around unpredictability. Heavy traffic or a flat tire may prevent a field worker from getting to a job. A customer may cancel a call or require emergency service. Specialty equipment may be needed for a job.

Mobile apps can help dispatch and field operations more easily adapt to such situations by allowing dispatchers to quickly and easily update assignments and send alerts to workers that require new information.

Mobile apps allow for more accountability, less miscommunication, and more efficient use of time and resources. so jobs can get done not only quicker and more safely, but also more securely.

Dispatch and Scheduling AppCopy Dispatch and Scheduling App

Real-Time Service Status Tracking

Of course, the ultimate purpose of field service is to address customer needs. That could involve anything from fixing a leaky roof to inspecting a property to installing a new internet connection. When customers are waiting for such things, they like to know what’s going on.

Mobile apps can provide field workers with a quick and easy way to log the status of their work. Dispatch and business managers then get real-time visibility into what’s happening in the field. That means account managers and customer service personnel can then more easily access service status and share that information when customers when appropriate. Using mobile apps keeps everyone connected across departments making work more seamless for everyone involved.

Status tracking also provides a reliable, time-stamped record of who did what and when. That way businesses and their customers can revisit individual jobs if problems arise down the line.

All of this contributes to better customer service. And good customer service and efficient operations adds up to more business and greater profitability.

Service Log AppCopy Service Log App

Higher Productivity

So much time in a workday can be spent relaying information over phone calls and emails that can be easily displayed over an app. Not only are apps preferable to emails and phone calls, they provide a more secure, more powerful, and more flexible option than paper-based record keeping. 

It's surprising how many business are still using paper spreadsheets and forms. Not only do workers have to spend extra time deciphering documents due to non-standardized recording methods, but ironically enough, it's easy for these paper trails to get lost. Mobile apps allow for the standardization and storage of forms and spreadsheets that allows your workers to worry less about understanding what is being asked for or recorded, and more time servicing and reporting out in the field.

Mobile apps just generally streamline an organization’s workflow. And that lowers costs and makes businesses run more efficiently and profitably.

This post was updated on November 20th, 2019.

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