Field Service Management Software Service Scheduling Software

What is service scheduling?

Service scheduling is the process that helps streamline work orders and assign the right job to the right dispatcher at the right time.

In a field service management software, service scheduling refers to the process of assigning field technicians to work orders. Service scheduling software, also known as field service scheduling software or dispatch software, is the tool that equips service teams with a time-tracking and job scheduling functionality to coordinate service delivery requests.

Why do you need service scheduling software?

Field service management software enables any service business to function efficiently. Service teams are often overloaded with last-minute requests and they need a management tool to schedule all incoming service requests. In the absence of dispatch software, service requests may get caught up in conversations between technicians, agents, and customers, causing delayed and unsatisfactory customer resolutions. Not only does this affect your team’s productivity, but the lack of a streamlined process can also take a toll on the customer experience you deliver.

An appointment scheduling software ensures your service delivery stays consistent with SLA policies. A service scheduling software helps automate key processes of field service management such as scheduling, managing work orders, dispatching, invoicing, and other field service processes. With scheduling software, dispatch managers have the advantage of scheduling requests according to the convenience of their customers as well as the availability of field technicians. This gives them room to optimize their team’s schedule, notify field technicians in time, and ensure seamless customer experiences.

Advantages of Service Scheduling Tool for Dispatch Managers

Monitor appointments across service groups

Freshdesk’s scheduling dashboard gives you a unified view of the tasks assigned to different field technicians or service groups at any given time. Dispatch managers can identify the right person for the job as per their location, availability, and skill set within a single view. It also highlights pending tasks, work orders that have not been assigned yet, and lets you prioritize service tasks accordingly.

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Route requests automatically

Service providers rely on user-friendly scheduling solutions to cut down on repetitive tasks using automations offered by the dispatch software. By automatically routing requests to the relevant field technician, field service businesses are able to resolve customer issues on time, maintain timesheets for the service agents, avoid no-shows at the job site by ensuring the dispatch managers shift schedule based on availability, proximity, and relevancy to the service request. 

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Track and measure performance

Freshdesk Field Service Management Software gives you an in-depth analysis of your service teams’ performance on a team and individual level and even helps you monitor customer satisfaction. Using Freshdesk’s reports, you can analyze your service history, and keep tabs on the real-time performance of your field technicians such as their punctuality, workload, service resolution time, etc. Additionally, dispatch managers can also measure the time taken to resolve each request, the CSAT ratings received, etc. to gauge how happy your customers are with your service.

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Advantages of Service Scheduling Software for Service Technicians

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Advantages of Service Scheduling Software for Service Technicians

View all appointments on the go

Freshdesk mobile app is built exclusively for field technicians. Field technicians can use this scheduling app on Android and iOS mobile devices, to view their service tasks for the day, drag and drop work orders in case they need to swap shifts, and stay updated on the go.

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Reach destinations quickly

Freshdesk field service scheduling software provides service teams with all-pass access to customer information including their location and service history. This helps field agents to deliver personalized services and cater to customer needs in no time.

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Stay updated at all times

Field technicians can receive notifications about changes to their work schedule using the Freshdesk scheduling app. It comes with key features like time tracking, and GPS tracking functionality. It also allows schedulers to chat directly with the assigned technicians.

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Service Scheduling Software by Freshdesk

Unify solutions

Freshdesk seamlessly integrates solutions for service scheduling and customer support to ensure that field and customer service teams can work in unison. 

Scale support

Manage multiple service teams, segment customers by geographies or plans using Freshdesk, and deliver personalized experiences at scale effortlessly. 

Increase capabilities

Build robust workflows by integrating the apps that you use from the Freshdesk marketplace which hosts over 500 apps such as Sugar CRM, Slack, and more.