Introduction
There is one singular goal for field service dispatchers: send the right technician to the right job at the right time. But how can dispatchers do this efficiently?
To achieve a critical combination of speed, accuracy, and efficiency, field service organizations implement dispatching software. Keep reading to discover how dispatching differs from scheduling, the role of AI, and why you might want to consider using it in the first place.
What is Dispatching Software?
Regardless of the method, dispatching means sending a tech out the door with an assignment, directions, and equipment to complete a job.
In the context of field service, dispatching software allows back office staff to determine, assign and dispatch the right technician for the right job at the right time. Software not only expedites the process, but streamlines it, using automated features like:
- Dynamic filtering by technician, technician skill set, and geographical location
- Hourly, daily, weekly, and monthly views
- Drag-and-drop capability to easily make adjustments
- Real-time map view of active technicians
These features might sound familiar when thinking about scheduling. This raises a key question: if the tools are the same, what’s different about scheduling and dispatching?

Dispatching vs. Scheduling
Dispatching and scheduling are often used interchangeably. However, it is important to note the distinctions between them, especially within the capabilities of field service software.
Scheduling is the planning, or the preemptive work of determining who to assign to which job and physically doing so within the software. The staff member will use the scheduling software’s features (see more below) to search for the technician, select them, and add them to the schedule.
Dispatching is the acting, specifically the act of assigning the technician, after which they receive the information about the job and required equipment. Once the dispatcher completes the scheduling process, the technician will receive the information on their device, gather materials, and get on their way. That technician is now considered dispatched, acting on the planned schedule.
That being said, the same way that in geometry all squares are rectangles but not all rectangles are squares, ‘scheduling’ as a broad term is often used to encompass both dispatching and scheduling. Field service companies wanting to optimize their operations must understand the differences on a logistical level, and where software can step into both processes separately.
Overall, to effectively perform service, you need both planning and acting. The ways in which you employ that planning and/or acting is where automation comes in.
Why Use Automated Dispatching?
If your company uses Excel sheets, whiteboards, or Outlook to schedule and dispatch, you’re using the least efficient methods out there. There’s something to be said for doing what you can with what you have, but when it comes to managing your service, you get what you pay for. Choosing manual options will likely create visible negative effects for your operations, especially as field service becomes a tech-centric industry.
Fortunately, There are better ways to schedule and dispatch than constant phone calls, manually assigning drivers, and stacks of paperwork.
Automated dispatching can help organizations increase efficiency, maximize profitability, and boost other Key Performance Indicators (KPIs) like technician utilization and fuel efficiency. In fact, the combination of AI and mobility improve the productivity of field service agents by 30% to 40%. (ReachOut, 2020).
How can automated dispatching help you achieve this?
- Assign jobs faster and more accurately, subsequently eliminating manual processes and giving dispatchers time back for other important tasks
- Allow technology to help find and assign available technicians, and filter by skill level and proximity to the next job
- Right technician, right job, right time: use software to determine the right technician by proximity, equipment, and skill. Experience reduced fuel costs, decreased truck rolls, and maximized work order completion.
- And more! Refer to this page for more examples.
Bonus: you can get even more out of automated dispatching by automating other things, too. To make automated dispatching an accelerating factor, you must first have proper scheduling. Earlier we established the difference between scheduling and dispatching; combining dedicated scheduling software with with automated dispatching will maximize the efficiency of that portion of your operations.

The Future of Dispatching: Artificial Intelligence
2024 is an exciting time for technology enthusiasts. The jury’s still out on exactly what a fully AI-integrated world will look like, but real-life applications are happening now. AI-integrated tools are becoming readily available such as online chatbots and digital editing software. The field service industry is seeing industry-specific uses if AI pushing towards a predictive service model and among other places, and within dispatching software.
Think of it this way: AI is here to support, not replace the dispatcher, but enhance it. By automating repetitive tasks, freeing up time for more urgent matters.
- Route optimization: find the most efficient schedule and routes based on travel distance with respect to dates, choice of technician, and already established schedules
- Predictive scheduling: as the predictive service model becomes the new standard, AI-integrated software can analyze past needs to predict future ones, ensuring higher customer satisfaction and less mistakes or missed appointments.
- Schedule generation: using filters like the ones listed above under “What is dispatching software?”, AI can create schedules based on predetermined rules. This can be a great place to start, and back office staff can focus on fine-tuning the specifics, spend less time on the overall process.
Conclusion
It’s no secret the field service industry runs a couple of years behind the forefront of technology advancement – in fact, it seems to be the preference of many organizations. Keeping up with the speed of technology and balancing customer expectations is a constant challenge.
However, even older versions of platforms have eclipsed the last reliable parts of manual operations; it’s no longer practical, efficient, or time/money savvy to continue without some form of technology.
The jump from a fully paper-based business to an automated one may seem intimidating, but with the right solution, it’s possible to overcome. Want to discover where you fall in the journey toward field service maturity? Check out this guide to learn where your company sits and what steps you can implement next.
If you’re ready to start your journey, you’ll want to understand our offerings – utilize this overview to learn more.