Fixed Ops Magazine - 2023 Vol20 05 - 48

SERVICE DEPARTMENT BY MATTHEW DONOVAN
RETHINKING
SERVICE
DISPATCH
There are More Tools Available Now Than Ever
to Optimize Dispatching
n the fast-paced world of automotive service,
technician efficiency and customer satisfaction
are paramount. A critical aspect of achieving these
goals lies in the dispatching process. For decades, the
process of dispatching service ROs at automotive service
departments has remained relatively unchanged.
However, in today's technologically advanced landscape,
it's time to rethink and revolutionize how service
repair orders are dispatched.
I
THE TRADITIONAL DISPATCHING PROCESS
Before delving into the need for change, let's first examine
the traditional dispatching process at many automotive
service departments:
* Manual Assignments: In many service centers, service
advisors manually assign repair jobs to available
technicians based on their judgment and workload
assessments. If it's not the advisor assigning work,
the dispatcher handles this manual assignment.
* Appointments and Walk-ins: Customers typically
schedule appointments via phone calls, online, or simply
walk into the service department. However, since
most scheduler tools are NOT integrated with dispatch,
this can lead to uneven technician workloads
and unpredictable service wait times for customers.
* Limited Visibility: Traditional dispatching often lacks
real-time visibility into actual technician availability
and repair progress, making it challenging to allocate
resources efficiently and provide status updates to
waiting customers.
48

Fixed Ops Magazine - 2023 Vol20 05

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