Dispatching is a critical component of many jobs where employees work in front of a customer. Most companies struggle with assigning technicians to jobs, but using automation to assign workers and adjust schedules can be daunting.
Furthermore, companies who have a reliable ERP system are hesitant to automate their dispatching processes because they fear they may create financial and operational disruptions.
The goal is no longer to replace the ERP, but to augment it with agile, real-time dispatching software that handles the “chaos” of field work while keeping the core ledger pristine. However, dispatching can be automated without additional disruptions.
The balanced approach allows dispatchers to pivot during traffic delays or emergency calls while ensuring every minute worked is accurately captured for invoicing. Continue reading to see examples of how to automate dispatching without breaking the existing ERP.
KEY TAKEAWAYS
- Let your ERP remain the “source of truth” for finances while dispatch tools manage daily agility.
- Always document your manual workflow before automating to avoid digitizing inefficient or broken processes.
- Start with simple rules like technician certification and geographic zones to ensure high-quality service delivery.
Don’t jump into making changes until you have a clear picture of your current dispatch process. Start by learning how work orders are created.
Gather information on how technicians are assigned to jobs, and who is ultimately responsible for making those assignments. Evaluate how all of these decisions are captured and connected to the ERP.
By writing down these steps, you’ll be able to see areas where you’re overloaded with cumbersome work. You might be experiencing delays associated with waiting to receive emails about approvals, or perhaps excessive reliance on physical spreadsheets.
These issues can slow down workflows, frustrating both employees and customers. When you have a clear sense of what’s already happening, you can make adjustments first to avoid automating unnecessary processes.
When you implement automation in your dispatching system, it’s critical that you don’t replace any of your current data from the ERP. The ERP should still hold key data related to invoices and contracts.
Let your ERP own the critical data from customers, including financial information. You should establish an interface between the dispatching tools and the ERP system so that data can be updated in both systems simultaneously.
You’ll need to connect dispatch tools to your ERP so data syncs from one system to the next.
Ultimately, service management software can help with streamlining field operations, so your team can be more productive and take on more jobs.
You’ll get the best results from automation if you determine clear parameters. For example, when determining which technicians to assign to jobs, you may wish to assign technicians based on their certification levels relevant to certain work types.
You may want to organize assignments according to regions in your area to avoid long commutes between jobs. Additionally, you should track the availability of technicians and their respective overtime limitations as part of the assignment logic. The assignment logic is subject to change; therefore, it is recommended that you create a small number of basic rules to start developing your assignment logic.
When your employees are using mobile apps, they can receive dispatch orders promptly or jot down notes relevant to their jobs. Using GPS navigation systems, technicians can also optimize their routes to reach the next job sooner, which will help improve operational efficiency and enhance customer service.
This can entail making sure any notes or updates have a time stamp and verifying locations prior to syncing. Technicians must avoid sending too many updates or modifications to the ERP as they can create an overwhelming number of notifications.
In some cases, jobs may go beyond the planned timeframe, or traffic jams may cause a technician to be late for a job. Automated notifications can be an effective form of communication to provide critical updates to your staff.
Dispatchers should receive these alerts from technicians. That way, it’s possible to pivot and find a solution to keep service calls on track.
Automating dispatches may seem like an enormous challenge. With thoughtful planning, you can effectively use your current ERP to your advantage through the implementation of an automated dispatch system.
Clearly establish the ground rules for your business processes, and determine your process flow. The result will be a successful automated integration, and you will substantially decrease waste, increase efficiency, and improve the visibility of your business.
Ans: No; it removes manual data entry so dispatchers can focus on high-level problem solving.
Ans: Most modern service management software offers direct APIs to sync with major ERP platforms.
Ans: GPS automation optimizes routes in real-time to reduce fuel costs and improve arrival times.
Ans: It is a set of rules that automatically matches the best technician to a job based on skill and location.
