Service Pro FSM/Dispatch and scheduling
Turn the call into a scheduled job with the right technician on the way.
Service Pro FSM takes the call, builds the work order, and puts it on a color-coded board where dispatchers match it to a technician by location, skills and availability. One click sends it to the technician in the field.
A slow dispatch starts with the customer explaining the problem twice.
When the account history isn't in front of the person taking the call, the customer re-explains the problem, the dispatcher guesses at who to send, and the technician arrives short of what the job needs.
Service Pro FSM puts the site equipment, service history, and warranty and contract coverage in front of the dispatcher while the call is still open.
Calls, emails, portal requests and equipment alerts land in one queue.
Service requests come in from customers, the Customer Portal, and connected equipment reporting its own faults. Each one converts to a quote or a work order in a few clicks, with your own status codes, so the board and the reports speak the same language.
- Call-to-quote and call-to-order conversion that carries the details across
- Severity decides whether a technician goes now or the visit is booked later
- Accounts with an agreement can auto-dispatch to their preferred technician
Drag a job onto the board and the technician's device updates.
The Visual Scheduler shows where technicians are, what they're qualified for and when they're free. Dispatchers drag and drop jobs as the day changes, filter by location, skill level and certification, and schedule recurring visits automatically.
- A color-coded, drag-and-drop board with a visual call board beside it
- Van inventory in view while deciding who to send
- Route optimization that keeps appointments you've already approved in place
What dispatch and scheduling includes
Service call management
Every service call tracked on one board, from first contact to completed job, with live status and the KPIs your team reports on.
One-click dispatch
Send the job to a technician's device and see that it landed.
Auto-dispatch
Accounts with a service agreement go straight to their preferred technician.
Skills and certifications
Filter who can take a job by location, skill level and certification.
Route optimization
Daily routes rebuilt around drive time, with approved appointments left where they are.
Work order management
Create, update and track work orders from the request to completion.
Task tracking
Break a complex job into steps the technician sees on the device.
Call status codes
Your own status codes, carried through the board and into reporting.
Customer updates
With the Customer Portal and Technician Tracker add-ons, customers see status and arrival updates.
Speed up your Time-to-Invoice on Service Pro FSM.
The work order dispatch creates is the one the technician closes and billing invoices from, so nothing gets re-keyed on its way to the invoice.
See how Time-to-Invoice worksClose-out
Ready for billing
Assembled from the job record
- Call converted to work order
- Dispatched and completed
- Status history on the order
- Ready for invoicing
- InvoiceReady
Each capability works from the same Service Pro FSM record.
The job, the asset, the contract and the parts sit in one system, so what dispatch sees is what the technician sees, and it's what billing sees too.
Questions service leaders ask before they commit to a system
Software that takes a service request from the first call to a completed job: logging the call, creating the work order, dispatching the right technician and tracking the call's status until the work is done. In Service Pro FSM it runs from the same record as scheduling, the technician's device and the customer's equipment history.
The scheduler shows the location, availability, skills and certifications of each technician next to the job, along with what's on their van. Dispatchers filter on those and assign in a few clicks, or let an agreement auto-dispatch the preferred technician.
Yes. Requests can arrive by email, through the Customer Portal, or as a notification from connected equipment, and each one is routed and converted the same way a phone call is.
Yes. Recurring visits and preventive maintenance work orders can be scheduled and dispatched automatically, so they don't wait for someone to remember them.
Approved appointments stay where they are. You choose the technicians and appointments to optimize for the day, review the routes it builds, and apply them yourself.
The call converts to a quote, and the approved quote converts to a work order, so the details taken on the call carry through to the job.
Watch a call become a dispatched job.
Bring a typical day's calls and we'll show you how the board handles them in Service Pro FSM.