Tip #11: Drip feed calls to maximize flexibility.

Traditional field service organizations send their technicians out for a day’s work with a list of calls on a pre-set schedule. This has evolved from the historical reliance on paper in dispatching field service work. With today’s technology, there is no need for paper, so you don’t need to know what call is next until it’s time to go there.

This approach is called drip-feeding. Calls are shared with the technician as late in the process as possible, which offers a number of benefits including:

1. Calls can be added to the schedule throughout the day and optimized for as long as possible.

2. The closest technician is dispatched, reducing drive times.

3. Slotting in calls with little drive time means tomorrow's routes are more optimized as well (you don’t have to come back to the same area again).

4. Calls can be redistributed from technicians who are running late to those working ahead, reducing overtime and increasing productivity.

5. Customers receive a faster response, often the same day.

Overall, you will gain productivity and a better customer experience. Great combination.

To make this work you will need:

1. Well trained, flexible technicians who can perform the calls that are dispatched to them.

2. Well equipped vehicles with standard truck stock that is accurate.

3. Technology to dispatch calls without paper.

4. Active dispatchers or technology to manage the process.

Do your technicians prefer to have their entire day dispatched in advance? What problems are they trying to solve by doing that?

Share your experiences in the comments below and learn more about field service transformation with Chapman Management Solutions at www.chrischapman.ca.