In place of stacks of paper tickets, work orders will be tied to a wireless dispatch workstation that updates technicians laptops wherever they might be. The benefits of such a system include improved efficiency, better customer service and a more streamlined operation. But it s wise to do your homework before you jump in. Make sure the wireless network is reliable throughout your territory. And be sure your existing dispatch procedures are the best they can be.
Automation can improve a well-run operation, but it can make a poor one even worse.
The systems in place today also can provide data on your customers and your technical operations. Computerized customer repair histories can be easily downloaded into a master computer at the end of the day, allowing you to analyze the strengths and weakness of your own crews. Automated dispatch is likely to sweep the industry. In these days of heady competition between cable and telco operators, it s worth looking into any system that promotes customer satisfaction. Post your comments and questions to our Discussion Forum or email CT's Editor with feedback.