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Gwen Chen
December 18, 2018

What You Need to Know About Dispatch & Field Services Optimization

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

Whether an organization is new to the services arena or an old hand at this kind of thing, it pays for the company to optimize dispatch and field service operations. If it doesn’t, the organization will suffer from cost overruns and shrinking margins. And it will run the risk of losing rather than building loyalty and wallet share with customers.

AppSheet_Smart Field Service

Mobile apps can help organizations that do field work like inspections, installations, maintenance, and repair to make the most of their resources. The AppSheet platform enables organizations to create those apps themselves without coding and run the apps on tablets, phones and desktops.

The apps provide dispatch and field 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.

Mobile apps also address the fact that situations in dispatch and field service can change throughout the day. Heavy traffic or a flat tire may prevent a field worker from getting to a job. A customer may cancel a call. A different one may require emergency service. A job may call for specialty equipment.

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 those that require new information.

All of the above allow for fewer miscommunications, less delay, and more efficient use of human and other resources, like gas and vehicles.

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 requirements. 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.

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

All that 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

While we’re on the topic of operational efficiency I’d like to make just one more point. Not only are apps preferable to emails and phone calls, they’re also a great alternative to paper-based record keeping. And it’s surprising how many businesses still use paper notes and spreadsheets.

Using apps decreases confusion due to poor handwriting, eliminates lost data, and avoids the delays related to data re-entry.

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

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