What it does
A dispatch product for a home-services company with a team of technicians. Jobs come with a type, an urgency and a time window. The board suggests the best technician for each one by skill (gas charging, installation, plumbing), zone, travel time from the previous job and whether the needed parts are on their van. Emergencies jump the queue and the board shows which routine job moves. Technicians update status from their phone; the customer gets "on the way" with an arrival time.
The problem
Dispatch ran on a whiteboard and phone calls. Technicians crossed the city between jobs, arrived without the right part and had to come back, and emergencies pushed the whole day around with nobody telling customers.
Approach
Suggestions follow simple, visible rules: skill first, then zone and drive time, then parts. The dispatcher always makes the final assignment. When an emergency moves a job, the affected customer is told the new time automatically. A job finished on the first visit is tracked, because a return visit costs the company twice.
- Input
- Rules or code
- Person decides
- Result
Screens
Swipe sideways to see the whole screen.
Client work is shown under confidentiality agreements: no client names, and screens are recreated with sample data.
Stack
- Web and mobile app
- Route and drive-time rules
- SMS and WhatsApp updates
- Parts inventory
Impact
Typical for systems like this.
