What Is Field Service Dispatching?

For companies that send technicians into the field, deploying the most qualified workers to customer job sites as quickly as possible is paramount. Done well, this process, known as field service dispatching, ensures that services are delivered in a timely way and customer expectations are met. It also leads to significant cost savings, increased productivity and higher revenue for the business. But like the classic video game Tetris, where players must strategically arrange falling puzzle pieces neatly together to form solid rows, field service dispatching also requires the fast-paced, strategic coordination of resources, schedules and travel routes. Every piece must land in place in just the right way — and in real time.

What Is Field Service Dispatching?

Field service dispatching is the process of sending a specialized technician to perform work at a customer’s location. These technicians are problem-solvers who are tasked with installing, maintaining, troubleshooting and repairing equipment, devices and systems that pertain to myriad industries. They may even be consultants or healthcare professionals who provide on-site services, such as software training and patient care.

Dispatching is one part of the broader arena of field service management (FSM), which coordinates and oversees a company’s resources and activities that transpire off company property. FSM operations integrate multiple components to manage the flow of field service work — from creating the initial work order to scheduling and dispatching field service professionals to tracking jobs and monitoring performance — all with the goals of streamlining operations, increasing efficiency and improving the customer experience.

Key Takeaways

• Field service dispatching ensures that trained technicians are matched with appropriate assignments.
• An efficient dispatching process minimizes response time to service requests and directs technicians along the most optimal routes.
• Reduced operational costs and customer satisfaction and loyalty are among the ultimate benefits for field service businesses.
• Sophisticated software and associated technologies have transformed field service dispatching from a reactive to a proactive process.

Field Service Dispatching Explained

The global field service management market continues to climb. According to MarketsandMarkets, it is expected to reach $7.3 billion by 2028, representing a compound annual growth rate of 12.8% from 2023’s $4 billion. Propelling the market: increasing demand for efficient field service operations across various industries, including telecom, oil and gas, construction, energy and utilities; advancements in technology; and customers’ expectations of exceptional service.

At its core, field service dispatching involves deploying personnel to address customer needs promptly and effectively. Dispatchers play a pivotal role in coordinating assignments, facilitating communication, ensuring equipment availability and mapping routes. A highly organized process involves:

• Assessment of service requests: Service requests come in from customers via various channels (phone, email, online portal, etc.). Dispatchers gather the necessary information about the issue, including location, type of service needed, urgency, customer service-level agreements and any other relevant details, to create work orders.
• Resource allocation: Dispatchers assign and schedule the most qualified technician for each service request. Factors such as expertise, availability, proximity to the job location and current workload must all be considered. Equally important is making sure assigned personnel have the necessary equipment and parts in tow to properly complete the job.
• Route optimization: Traffic, tolls, accidents, lane closures and construction delays are all on-the-road realities. Route-optimization software with GPS technology can help minimize travel time and distance between jobs by analyzing real-time traffic data and dynamically adjusting routes.
• Ongoing communications: For service delivery excellence, dispatchers, technicians and customers must be able to remain in constant contact. Mobile devices and apps are of prime importance if a mobile workforce is to succeed. For example, technicians must be able to access work orders and equipment documentation at customer sites. And customers must be kept informed about the status of their service requests, including estimated arrival times and any delays.
• Job monitoring and completion: Tracking the progress of service appointments and technician locations in real time helps determine whether schedules are moving along as planned or adjustments need to be made if, for example, a technician is working with a customer longer than anticipated. Once a job is completed and its work order closed out, an invoice can be issued and inventory can be replenished.
• Performance analysis: The collection and analysis of field-service performance metrics, such as mean time to repair, first-time fix rate and technician utilization rate, can help managers identify service-related field service trends (good and bad) that lead to ways to refine the dispatching process.

Benefits of Field Service Dispatching

Field service dispatching, central to managing a field service operation, is aimed at delivering services with accuracy and in a timely manner. Done right, it leads to a host of business benefits that, in turn, bodes well for customers, too. The benefits of effective field service dispatching include:

• Optimized scheduling and routing: The proper allocation of service appointments and technician routes maximizes worker productivity and minimizes travel and idle time to and between jobs. Field service management software can automate this process, aided by GPS technology for mapping out the best routes to customer locations.
• More effective resource allocation: The strategic assignment of technicians based on a combination of factors, including skill sets, availability, current location and job urgency, ensures that customer needs are addressed promptly. This approach not only enhances customer satisfaction, but it also decreases operational costs by reducing unnecessary travel time and optimizing resource utilization, all of which ultimately improves overall efficiency and productivity.
• Faster response times: The faster service requests are assigned to available technicians in the field, the faster repairs and other reasons for service can be fulfilled. Software that leverages real-time data on technician availability and location can help organizations expedite dispatch and minimize response times, which, in turn, can lead to greater customer satisfaction and loyalty.
• Increased visibility and control: Software that manages the dispatching processes typically provides managers with real-time visibility into the status of service calls, technician locations and work progress. This allows managers to monitor operations closely, identify bottlenecks and make informed decisions that will improve operations.
• Reduced fuel expenses and wear and tear: By optimizing technicians’ routes and minimizing unnecessary travel, field service dispatching reduces fuel consumption and vehicle deterioration. This both lowers operating costs and contributes to environmental sustainability.
• Decreased overtime costs: A sure sign of effective field service dispatching is not needing to pay staff for working beyond regular business hours. By balancing work assignments and optimizing resource allocation, companies can reduce overtime expenses while still meeting customer demands and maintaining high customer satisfaction levels.
• More balanced workloads: Hand in hand with resource allocation and overtime costs, field service dispatching can aid in evenly distributing workloads among technicians. By basing decisions on real-time data and factors such as location, skill level and availability, organizations can prevent overloading busy technicians while others are idle. A better work-life balance can lead to a more productive workforce.

Challenges of Field Service Dispatching

Managing scheduling, routing and resource allocation, all while coordinating field service requests and customer preferences, is not without its challenges — especially when handled manually. Overcoming the following hurdles is essential to maintaining operational efficiency and providing exceptional service to customers.

• Scheduling and routing complexities: Coordinating multiple service requests, technician availability, logistics and customer preferences is a complex and time-consuming undertaking, especially when dealing with urgent or high-priority tasks that can throw the best schedules into disarray. Optimizing routes to minimize travel time while maximizing the number of jobs completed in any given day requires the type of careful planning best handled by software algorithms.
• Technician skill-matching: Assigning the right technician with the appropriate skills to each service call is key to ensuring timely and effective resolution of customer issues. However, matching technicians’ expertise with the specific requirements of each job can be challenging because the diverse range of service requests and the complexity of tasks require varying levels of expertise, particularly in industries with specialized service offerings, such as industrial machinery and commercial HVAC systems.
• Technological integration: Field service dispatching relies heavily on technology, including dispatching software, mobile devices, GPS tracking and other communication tools. Integrating these technologies seamlessly into existing systems and workflows at organizations with legacy infrastructure or disparate systems can impede progress. This is where cloud-based software, which provides a centralized platform designed to seamlessly connect with other cloud applications, data sources and mobile devices used in field service operations, especially proves its value.

Technology in Field Service Dispatching

As mentioned above, leading field service organizations rely on sophisticated technology to automate and streamline their operations — including the scheduling and dispatching of field services — and ensure timely responses to customer requests. Today’s organizations rely on many of the following technologies.

• Dispatch Software

  Dispatch software is a primary tool for coordinating and automating field service operations. It allows dispatchers to manage service requests, assign technicians to jobs, generate (and dynamically update) schedules, track job statuses and optimize routes. Dispatch software also streamlines communication between the office and field workers and monitors key performance indicators related to service efficiency, customer satisfaction and business performance to provide real-time feedback.

• Mobile Applications

  Mobile applications enable technicians to access job details, receive real-time updates and communicate with dispatchers and customers while in the field. These apps often integrate with dispatch software, so technicians can view their schedules, update job statuses, capture photos and signatures, and access product manuals and service history.

• GPS and Route Optimization

  GPS and route optimization technologies help optimize technicians’ routes by analyzing factors such as traffic conditions, job locations and service priorities. It also lets dispatchers see where technicians are at any given moment, which helps in assigning the closest technician to a job. The ultimate goal: for technicians to spend less time on the road and more time addressing customers’ pain points.

• Internet of Things (IoT)

  Internet-connected devices equipped with sensors provide real-time data on equipment condition and performance, usage patterns, maintenance needs and energy consumption. When this information is fed into field service dispatching systems, companies can proactively identify issues, schedule preventive maintenance appointments and promptly dispatch technicians with the right skills, tools and parts to address potential problems before they escalate. IoT technology is also useful for asset tracking and remote diagnostics.

• Artificial Intelligence (AI) and Machine Learning (ML)

  AI and ML technologies analyze vast amounts of data to promote smarter decision-making. In field service dispatching, AI-powered algorithms can predict maintenance needs, allowing for proactive appointment scheduling to prevent equipment downtime. ML analyzes historical data, such as details about previous service issues and the time it took to resolve them, to optimize the scheduling of technicians. These technologies also improve route planning by dynamically accounting for changing variables, such as traffic and weather. By automating task assignments based on technician expertise and availability, AI and ML also minimize the need for manual intervention, increasing operational efficiency.

• Customer Relationship Management (CRM) Integration

  CRM systems store valuable customer information, including contact details, service history, preferences and feedback. Integrating CRM data with field service dispatching software allows dispatchers and technicians to access customer information and provide personalized services that strengthen relationships and increase customer satisfaction and loyalty.

• Cloud Computing

  When based in the cloud, dispatching solutions offer around-the-clock accessibility from any location with an internet connection, eliminating the need for extensive on-premises infrastructure and maintenance responsibilities. By centralizing data storage, cloud dispatching software advances real-time information-sharing and collaboration. Integration capabilities also streamline operations, reducing manual data entry and its potential for errors, across disparate business systems, such as inventory management and accounting. In addition, the cloud lets companies easily scale their dispatching operations up or down, in line with changing demand and business growth.

Make More Efficient Decisions About Scheduling and Dispatching With NetSuite

NetSuite Field Service Management is a comprehensive, cloud-based solution that enhances operational efficiency, field communication and customer satisfaction for field service dispatch operations. By automating time-consuming, manual tasks and providing access to relevant information, such as job status and technicians’ whereabouts, the software optimizes resource allocation and utilization, increases productivity and reduces operational costs. Scheduling and dispatch capabilities, in particular, automate the creation of work orders and assign new jobs based on technician availability and proximity. Drag-and-drop scheduling, color-coded jobs by priority, status and type, and pop-up notification containing customer details all contribute to user-friendliness and provide stakeholders with real-time visibility of every job.

Efficient field service dispatching holds the key to delivering prompt solutions and maintaining high service standards. It’s also a major piece of the overall customer experience puzzle. To drive operational excellence, savvy businesses today navigate the complexities of dispatching by tapping into centralized platforms, high-end technology and data-driven insights. In the end, it is all about businesses fostering lasting customer relationships by showing that they care through the quick and conscientious level of service that they provide.

Field Service Dispatching FAQs

What capabilities might be needed specifically for field service dispatch?

Effective field service dispatching requires optimized scheduling and routing, real-time communication between dispatchers and technicians, tracking of job status and technician location, analysis of customer data and service history, and, perhaps most important, the ability to adapt to shifting priorities.

What is the field service standard?

The field service standard refers to the set of practices and protocols that define the expectations and requirements for delivering field service operations. It encompasses factors such as response time, service quality, customer satisfaction and adherence to industry regulations and standards.

What is a field service operator?

A field service operator is an organization that provides on-site services to customers at their locations. These services can include installations, repairs, maintenance and inspections, among others.

What is field service dispatch?

Field service dispatch is the process of coordinating and managing the deployment of service personnel to customers’ locations to fulfill service requests. It involves scheduling, routing and tracking assignments.

What is a field dispatcher?

A field dispatcher is a person responsible for coordinating and managing the deployment of resources in a field service operation. Dispatchers oversee the scheduling and assignment of service tasks to technicians and can help ensure that customer requests are addressed promptly and efficiently.

What is a field service technician?

As they typically display expertise in specific industries or technologies, a field service technician is seen as a skilled professional responsible for performing on-site services at customer locations.

What is a field service?

A field service consists of the delivery of on-site care to customers at their locations, rather than at an organization’s own premises. Field service operations typically cover installations, repairs, maintenance and troubleshooting of products or equipment.

What is a dispatching service?

Dispatching service involves the coordination and management of resources, such as technicians or service vehicles, to fulfill service requests or assignments efficiently. It includes tasks such as scheduling, assigning, tracking and optimizing the deployment of resources to ensure timely and effective service delivery.