Dispatch fundamentals
A Practical Guide to Field Service Dispatch
Dispatch is the controlled handoff between a service request and the employee or team responsible for delivery. Effective dispatch combines customer, job, availability, location, route, and status context.
Prepare the request
Confirm the customer, location, service, timing, priority, required skills or equipment, and any authorized notes before assignment.
Assign and adapt
Availability, current workload, service area, route, team, and job status help a dispatcher assign or reassign work as conditions change.
Close the operational loop
Arrival, service status, incidents, completion notes, payment context, and customer communication should return to the shared record.
- Request triage
- Availability and assignment
- Route and arrival context
- Status updates
- Incident and safety workflow
- Completion and history