Dispatching Work Orders
Dispatching connects work orders with field technicians, ensuring service work gets assigned to the right person at the right time. Effective dispatching improves response times, balances workloads, and keeps customers informed about when to expect service.
Dispatch Process
To dispatch a work order, open the work order detail page and click the "Dispatch" button. This opens the dispatch form where you select technicians and set scheduling information.
Selecting Technicians
Choose one or more technicians to assign to the work order. The system displays available technicians along with their current schedule and location. This helps you select the most appropriate person based on:
Availability: See who has open time slots on the requested date. Technicians already scheduled for other work appear with schedule conflicts highlighted.
Location: View technician locations to minimize drive time. The system can suggest the closest available technician to the service address.
Skills: Filter technicians by certifications or specialties to ensure the assigned person has the necessary expertise for the work.
Workload: Balance work distribution across your team by seeing how many active work orders each technician currently has.
Scheduling Information
Set when the work should be performed:
Dispatch Time: Record when you're sending the work order to the technician. This timestamp helps track dispatch efficiency.
Scheduled Arrival: If you've committed to a specific arrival window with the customer, enter that information. This sets expectations and helps technicians prioritize their route.
Estimated Duration: Provide an estimate of how long the work should take. This helps technicians plan their day and alerts them if work is taking longer than expected.
Notifications
When you dispatch a work order, the assigned technician receives automatic notifications:
Real-Time Alerts: If technicians are logged into the mobile app, they receive instant push notifications about new assignments.
Email Notifications: An email includes work order details, customer information, service location with map link, and any special instructions.
SMS Notifications: For urgent work, technicians can receive text message alerts ensuring they see the assignment immediately.
Scheduling Integration
Dispatched work orders automatically appear on the scheduling calendar, giving your office staff visibility into field activities. This integration helps coordinate multiple technicians and avoid scheduling conflicts.
Reassignment
If circumstances change, you can reassign work orders to different technicians. The system tracks assignment history, showing who was originally assigned and who ultimately completed the work. Both the old and new technicians receive notifications about the change.
Dispatch Status
After dispatching, monitor work order status as technicians progress through their work:
Dispatched: Work order sent but technician hasn't started yet En Route: Technician is traveling to the location On Site: Technician has arrived and is performing work Completed: Work finished and ready for invoicing
Status updates can be made by technicians in the field or by office staff monitoring progress. This real-time visibility helps you respond to customer inquiries and manage service delivery effectively.