Dispatch Management


Start with an incident and map it to the correct resource based on inventory, skill, and priority. Work with multiple help desks for a seamless integration.


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Features and Benefits


Reduces human effort and errors by defining pre-configured dispatch workflows

Execute commands from mobile devices to fix issues, remote reboots and more

Manages SLA tracking, parameters and escalation protocol

Provide issue acknowledgement and ETA

Communication between helpdesk team and field staff

Open Rest API for integrations

Role-based permissions

Tight integration with the OperationsBridge Incident Management system (IMS)

Performance Indicators


Mapping of assets to relevant parties

Drill down analysis on priority, distance, number of other incidents, turnaround time and more

Problem specific workflow creation for automated escalation matrix

Dynamic job assignments based on technician skill levels

End-to-End Management


The Dispatch Manager leads the industry as the most flexible end-to-end management for dispatching field assets because monitoring alone is not enough, deploying the right tools at the right time to solve problems is key when revenue generation is at stake.

The Dispatch Process


Dispatch Manager works on the basis of real-time information and pre-configured actions. Once Dispatch Manager gets any incident information from the Incident Management System, it initiates a configurable workflow that results in alerts, notifications and escalations as; SMS, IVR, e-mail. Field personnel can access relevant customer and device information through mobile or the web for timely support. Each work order and technician is tracked in real-time for further analysis. For quick implementation, Incidents, notifications and actions form easy templates.

A Dispatch Manager Requires:


  • Alerts and notifications to field service providers through multi-channel communication of e-mail, voice, SMS, mobile phone and more
  • Automated escalation and notification procedures
  • Web-enabled, secure and role-based platform controls
  • Monitoring SLAs compliance

Reduced Downtime


Dispatch Manager automates the dispatch and incident assignment process for a reduced downtime of 40%-50%. It can improve SLA compliance by reducing time from ticket creation to ticket closure by over 30%. Apart from improving response times, accountability and compliance, it can significantly reduce unnecessary calls to the help desk.

Automated Dispatch Management


The Dispatch Manager leads the industry as the most complete flexible end-to-end management of a company’s resources including skilled field professionals, 24/7 remote facilities and infrastructure. It powers ticket management, tracks SLA’s in real-time and expedites dispatch services with preset dynamic parameters to meet both business and operational targets.

Dispatch Manager module is tightly integrated into the OperationsBridge platform (especially Incident Management) and provides the ability to send automated alerts and notifications to service providers using a variety of channels such as email, voice, SMS and mobile devices. Automated escalation and notification procedures can be defined using escalation trees to ensure adherence to SLAs.

Multi-Channel Communication


The web-based cloud, SaaS and mobile-enabled Dispatch Manager is a workflow management system that helps in choreographing decisions based on input alerts and events, emitting notifications through various end points like e-mail, phone, IVR, SMS, or FTP, based on contract and business requirements.

Lower Costs


Compared to legacy dispatch solutions, Dispatch Manager can be deployed at a significantly lower total cost of ownership. Dynamic dispatch of field service assets leads to significant variable cost savings.

 

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