It would be nice to have a dispatching add-on. Something that allows techs to notify the end user that they are on the way to their location and tracks the techs location so that the end user will be able to verify the tech is on the way. It will help out with having to constantly contact the end user’s who are waiting for techs who are possibly stuck in traffic. It would also help end user’s keep appointments. Several times, techs go to the end user’s residence and the end user is not home, doesn’t answer the door, etc.
Also, it would be great to allow for the dispatching software to allow us to create “tech groups”. This way when we create a ticket, we could send it a group tech of groups, and they’d all receive a mobile alert with the available ticket information. The first tech to accept receipt of the ticket would be assigned the job. This way we aren’t wasting office time cycling through techs, calling, texting, and waiting for technicians to respond to jobs. This is very ideal for companies that do business in cities and states outside of the city or state in which the home office is located.
If this is not possible, is there a way to intergrade existing dispatching software to communicate with repairshopr? There are great platforms that are available such as www.dispatch.me, www.ip.servicemax.com , or www.fieldaware.com, etc. that have these dispatching features.
william kaine commented
yup that would be great exactly like Uber or something.
you can incorporate GPS for the tech expert as well to ensure they follow the optimized route something like this https://cabstartup.com/refining-taxi-dispatch-using-gps/
Ryan T. M. Reiffenberger commented
Currently using Canned Responses - It works alright, but Email is not practical for notifying of arrival or location - People prefer Web or Text notifications - Having that kind of Canned Response (for SMS) or some sort of other notification platform would be helpful
Bradley McBain commented
Not sure if this will help you, but we use Canned responses, and Tech's can hit these to notify customers they are on route, we often stick an ETA in there based on Google Maps arrival time.
In terms of notifying the team of Tech's again we utilise SLACK and have a Repairshopr channel we then share amongst the team, so everyone can see when a ticket is created whether by us or by customers using the portal. Doesn't solve you tracking issue but may help?
sounds like a great idea. I would use this
Danny Hernandez commented
GPS tracking info would be helpful. When we get an emergency call we try to see which tech is the closest to the site.