Does your system text customers automatically when the tech is on the way?

When the tech taps "on my way", the customer gets a text with the tech's name and arrival time. It cuts most of the "where is my tech?" calls.

How to automate it

How to automate “assign and reshuffle techs on the dispatch board”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today.

60 min

typically, every day

40%

of the time can be automated

Some setup

to set up

Fix 1 of 2

Software featureBest fix

Use the dispatch board's map, skills and capacity view

Modern dispatch boards suggest the best tech by skill, location and workload and show the day on a map. You still decide, but with far fewer phone calls and drag-and-drops.

Typically saves about 30% of the time2 h to set up

1Tag every tech with skills and certifications in the field app.
2Set job types with normal durations.
3Turn on suggested tech or dispatch assist features and the map view.
4Let techs see their next job in the app instead of calling for it.

Tools: ServiceTitan Dispatch Pro · Housecall Pro · FieldEdge · Jobber

Fix 2 of 2

Automation

Send automatic "on my way" texts with a live arrival time

When the tech taps "on my way", the customer gets a text with the tech's name, photo and ETA. Delays update automatically, so nobody has to phone round.

Typically saves about 70% of the time30 min to set up

1Switch on customer notifications in your field app.
2Write the text templates once (booked, reminder, on my way, running late).
3Ask techs to tap "on my way" and "arrived" every job.
4Watch the drop in "where is my tech?" calls.

Tools: ServiceTitan, Jobber, Housecall Pro, FieldEdge, Workiz or simPRO

Quick wins

Have you tried…

Does your system text customers automatically when the tech is on the way?: When the tech taps "on my way", the customer gets a text with the tech's name and arrival time. It cuts most of the "where is my tech?" calls.

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Dispatcher / service coordinator

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