How it shows up
- Dispatch is a person with a phone and a spreadsheet.
- The technician cannot see what the office already knows about the site.
- The customer calls for an ETA because nothing they can see answers it.
- Notes from the job are re-typed so billing can understand them.
- First-time fix and travel time are discussed, not measured in the same place.
Why it matters
Vertical products cover a generic job cycle. Your exceptions (repeat sites, parts on the truck, customer-specific rules) leak into chat. Growth then hires more dispatch instead of more technicians.
If nothing changes
- Jobs per day are capped by coordination, not by skill.
- Billable work is lost in the translation from truck to invoice.
- Customers experience the company as 'call us to know'.
- A senior dispatcher becomes a single point of failure.
When it is working
A job is one object from book-in to invoice. The technician sees the next site and what it needs. The customer sees enough not to call. Dispatch works exceptions, not every stop.
Problems we commonly work on
Possible systems
- Job record shared by dispatch, field and billing.
- Customer or portal status where it reduces call volume.
- Capture of work done that billing can use without a rewrite.
- Integration to accounting and, if it already works, the scheduling tool you have.
Signals worth watching
- Jobs completed per technician per day.
- Share of jobs that require a status call.
- Hours from job complete to invoice.
- Dispatcher load versus technician load as volume grows.
Integrations
- Accounting
- Existing scheduling or FSM, if it is worth keeping
- Parts / inventory if it is already a system
Roles this hits
Selected work
Comparable files are walked through in a working session. We do not invent percentages for the website.
Describe the process as it runs. A specification is optional.