Service contracting encompasses a wide range of industry segments—plumbing, mechanical, HVAC, electrical and other specialties—each of which share one challenge: the need for efficient and cost-effective service delivery.
In response to today’s changing economy, more service contractors are ditching their whiteboards, hand-written work orders and faded street maps for productivity-enhancing applications. More specifically, they are turning to technology solutions that help streamline their day-to-day operations. The right technologies not only are capable of improving dispatching efficiency and workforce productivity, but they also can lead to better customer service, faster billing and greater cash flow.
When it comes to selecting software, the system first must be specific to the unique needs of service contractors. Second, it should seamlessly integrate with accounting, inventory and other back-office tasks for improved billing and workflow. And third, it should provide the tools and reporting to track and manage service contracts.
The Basics of Service Dispatch Technology At a minimum, service dispatch technology should allow users to assign calls and manage schedules. It also should let contractors:
- see, at-a-glance, which technicians are assigned to which jobs at which times;
- easily handle incoming calls (e.g., look up existing customers, verify existing work orders or enter new customer information on the fly);
- assign the right technician to the right job based on availability, location, skill set or other criteria;
- set up recurring service calls and follow-up visits; and
- customize dispatch boards (e.g., change call data, colors, headings, default settings) so users can better view schedules.
Many advanced service dispatch systems also offer a drag-and-drop capability. With the click of a mouse, dispatchers can drag a new work order across the screen and assign a new call. They also can easily extend, shorten or cancel appointments, or change technicians. In addition, some systems allow dispatchers to communicate with technicians via email, texting or paging. Whether it’s to notify technicians of emergency calls or changes in scheduling or to provide routing instructions, this feature helps decrease down time and enhance productivity.
Integration with Accounting Is Key
For service contractors, one of the most critical components of success is timely billing of work performed. Often, standalone products with limited import/export capabilities delay the billing process as well as payments from customers. Good service dispatch software seamlessly integrates with accounting and delivers complete end-to-end functionality.
As calls are completed, an invoice is created directly through the dispatch board, and the data flows automatically to accounts receivable. Likewise, when an invoice is posted to accounts receivable, inventory items used on the job automatically update quantities and reorder points in the accounting system’s inventory module. A single entry system eliminates duplicate data entry and ensures the accuracy of information. Another key component of good service dispatch billing is flexibility. A system not only should allow for different labor and material rates, but it also should enable users to add costs associated with the job or deduct payments received onsite. Customizable invoices also should allow contractors to include descriptions of work performed, equipment installed or contracts sold.