Many service based businesses that are utilizing old paper based methods to manage their daily tasks are also faced with the challenge of how to manage the unexpected. A great example of this is the daily dispatching of scheduled work orders. As a matter of routine, mobile workers travel into the office, pick up a pile of pre-printed work orders, then travel out into the field, and start working. BUT, what happens when someone calls in sick, needs help, is missing a part, a job is cancelled, or an emergency occurs?
On paper it’s pretty easy to explain what happens, everything in the office has to STOP while the dispatcher or service manager figures out how to untangle this mess. Usually this involves multiple phone calls to technicians to figure out job status, parts on hand, etc. Then after you find someone who can handle the additional work, how do you get them all of the needed information about the new job? They will likely need to know the customer name, address, contact information, description of the work needed, parts required, past history, etc. Read the rest of this entry »
