This week’s blog series focused on efficient dispatching. We have discussed everything from what characteristics and skills a dispatcher should have, to what kind of tools dispatchers should be using to make the company more efficient. The final advice we have for efficient dispatching comes from HindSite’s own smart business tips.
HindSite’s Smart Business Tip of the Week: Make your dispatcher in charge of the service ticket from beginning to end.
You may be surprised to learn that the tech isn’t really in charge of the service ticket. They are there to do the job, make the fix, and get out. And honestly, most techs don’t like doing paperwork. That is why we suggest you make the dispatcher in charge of the ticket from beginning to end.
It is easier for one person to handle the ticket then for multiple people to be dealing with it. By having the dispatcher handle the ticket, the whole company can run smoother. The dispatcher already has their own system to start off the work order so it only makes sense for them to handle the service ticket all the way to the end. This way, the ticket is going through an entire system and is completed the same way every time. This keeps everything in an organized manner so nothing gets lost in the cracks or has any information left out.
Having the dispatcher handle the service ticket benefits both themselves and the technician. The dispatcher benefits because they have everything set up and organized in a way they want it and can follow. This way the dispatcher has everything they need to get their job done during the day and they are not wasting time filling in the blanks of missing information. The tech benefits because they are not in charge of filling out all of the paperwork. Technicians usually just like to fix the problem and be done with it. They don’t like recording down everything they do. Having a dispatcher do it, saves the technician time so they can get more jobs done in a day.
For a more efficient company, keep your dispatcher in charge of the service tickets. It makes techs happier and the dispatcher’s job easier. The less passing around of the service ticket, the less likely there will be information lost or forgotten and this means a more efficient and effective business for you!