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The ultimate guide to dispatch software – Here’s everything you need to know

By Tanvir Singh 8th December 2020

Why don’t you try imagining a significant lag in all your deliveries during a pandemic? Unbearable, isn’t it? 

Logistics play a crucial role in our day-to-day lives. Right from quick food deliveries, instant taxi services to remarkable progress in the e-commerce industry, there’s nothing that isn’t driven by logistics. To be fair, none of this would have been possible without efficient dispatch software in place. That’s correct, with automation taking over the entire world, scheduling and deploying too is now handled by a system. Let’s take a closer look into the concept of dispatching and its merits in the real world. Let’s address some primary questions related to dispatch software and its nitty-gritty. 

Right from What is dispatch management? How does it benefit the field services? How has dispatch management spanned across industries? To What’s the best dispatch software that saves businesses from the manual haul of scheduling and deploying? Here’s everything that you need to know about dispatching.  

What is Dispatch Software? 

Dispatch Software is designed to allow dispatchers better control over field agents or technicians. It helps automate the process of routing and scheduling, which saves a lot of time, cost and labor. From selecting jobs/deliveries for agents based on their skill-set to routing them to job sites and tracking their movements, this software has become a one-stop solution for field services. 

With a single dispatch software, dispatchers can schedule, reschedule and monitor the workforce from their fingertips in just a few clicks. The doubling of operations in the service industry is also a testament to the many benefits of this software. 

Why need Dispatch software? 

96% of respondents in a Microsoft survey agree that customer service is a critical differentiator in their choice of brands. 54% of respondents say the expectations for customer service have also gone up this year. 

Heightened customer expectations and massive technological advancements such as automated dispatch solutions have revolutionized the world of online retail. The traditional approach to dispatching no longer works in the era of same-day deliveries. In fact, automated systems have resolved some of the pressing challenges that retailers faced such as complex logistics, employee turnover, and heavy losses. With automation taking over, customer loyalty towards brands have also changed. Satisfied and loyal customers are more likely to return to make new purchases. Great service brings positive endorsements which strengthen the brand value. 

Field agents, too, over the most recent years, have been able to make dispatching a full-time job because of the conversion factor involved. Plus, they no longer need to pick two opposite routes in a day or perform jobs that they are less trained for. The system has everything well taken care of for everyone involved in the logistics business– the agents, customers, and the service providers.

The impact of COVID-19 on dispatch industry

The 2020 retail forecast by the National Retail Federation predicted that there would be a 3.5% to 4.1% increase in sales this year despite the COVID-19 uncertainty. Leading online marketplace like Amazon, and most local retailers have opted to choose the right dispatching software.

These platforms are expected to be equipped with route optimization, forecasting modules and performance management. Thus, these features will help cost-effectively manage over-deliveries.

COVID-19 has introduced the world to a new set of challenges. With everything coming to an abrupt halt, people no longer shop or travel the way they used to. The demand for e-commerce goods has significantly gone up, due to which the retail industry has had to undergo swift changes. Customers are now expecting same-day delivery of goods and same hour delivery of essential items. Hence, there’s no better time than to turn to dispatch management at this stage.

Use cases of Dispatch software

Courier Dispatch Software

“Shipped” and “Dispatched”, these two messages are like hymns to the ears. No matter how hard we resist, the temptation to live-track an order takes all over us. Logistics management has become indispensable to a parcel, courier services, and e-commerce platforms. 

A courier dispatch software keeps customers updated, allows fleet tracking for on-demand deliveries, and mitigates human error by automating as many processes as possible. An efficient courier dispatch software ensures that you receive the orders just in time, and aims to deliver before the promised date. Here are some more tips for courier delivery service providers. 

Truck Dispatch Software 

Transportation of freight between towns or even states isn’t as easy as it appears. 

Truck dispatching requires strong communication, substantial coordination amongst truck drivers, dispatchers, and customers. The trucking industry heavily relies on its truck drivers. 

Therefore, keeping a track on their working hours and scheduling deliveries for them have become critical for the job. A trucking dispatch software, in addition, also helps dispatchers anticipate potential issues arising from uncertain weather conditions.

Taxi Dispatch Software 

Companies like Uber, Ola, Lyft, and Grab have gained a strong foothold in the private transportation industry. They are now the biggest on-demand taxi service providers that have catered impressively to the changing commute preferences. The taxi business has somewhat seen a renaissance with the advent of these amazing online taxi booking apps. 

But what exactly makes them so great is still a big question for many. How do we book, track or cancel the ride from the same interface, and how are the drivers notified instantly? How do we communicate with the drivers or see the pre-estimated ride fare? 

A Taxi Dispatch Software enables everything. In addition to these, all three interfaces- consumer’s app, driver’s app, and the manager’s app can be run by a singular software.  

Field Service Management Software 

Field Service Management in any business fosters connectivity between business owners, staff and customers. In addition to seamless connectivity, this software also increases productivity by deploying technicians that are most suited for the job. 

For cross verification, the agents have the app that provides instructions on the items that need to be delivered along with the name and phone number of the receiver. Delegating the right person for the right job at the right time is what keeps these businesses thriving, and Field Service Dispatch Software enables just that. 

Benefits of Dispatch Software 

Quick Response & Zero Delays  

Real-time data about the driver’s or agent’s location helps dispatchers re-align tasks for satisfactory deliveries. If the delivery is late for pickup, then the customers are notified about delays in dispatch. 

Improved Customer Satisfaction

Not every delay is frowned upon when customers are pre-informed. The product certainly needs to pass several rounds before final dispatch and delay in any one process can weigh heavily on the end deliveries. 

With an efficient Dispatch Software in place, both customers and field agents are pre-informed, which saves a lot of time. Since the software keeps track of all its agents and their locations, the nearest to the location can be realigned for a particular delivery or service. 

Scalability and Flexibility 

The service industry is too volatile, and given the fact that we can’t control every agent or situation, it is important to be flexible and have a backup plan. Dispatch Software helps organizations expand while also helping managers focused on issues other than logistics. It helps businesses adapt to uncertain markets and changing requirements. 

Increased productivity

Automated scheduling saves a lot of time and effort that can be channelized into real work. It also saves managers hours of scheduling which can be put into more creative ideas for business expansion. This consequently leads to increased productivity and better response. 

Real-time Information 

Real-time information sharing has helped retailers win over customer confidence. Customers are more likely to go back to a business in the presence of efficient communication and real-time information. Live monitoring of the dispatched product has become more of a mandate these days. Automated notifications in the form of SMS or email also have a huge role to play.

Key Features of Dispatch Software 

Auto pickup and delivery dispatch 

Automatic scheduling is the most important feature of Dispatch Software. Ensuring zero delays, the order is automatically scheduled to be picked up for delivery. This prevents time-lag in deliveries and increases customer satisfaction. 

Same Day Delivery 

Automatic scheduling can even accommodate last minute orders and enable same-day deliveries. Route optimization, location tracking, and instant delivery notifications make same-day deliveries more efficient. 

Route Optimization for Agents 

The Dispatch Software picks the shortest and fastest route for the agents or field technicians. An optimal route saves time and boosts efficiency. 

Performance Analysis

The software captures real-time data on the number of deliveries, ratings and reviews or the time taken per delivery. It monitors the performance of delivery agents based on all these factors. 

Real-time assignment tracking 

Real-time visibility of all stages of delivery increases customer satisfaction. Intelligent dashboards notify its customers at every step, right from the order being placed to its final delivery. 

Proof of Delivery 

Electronic proof of delivery is one of the key features of this software. Once the order is received, customers sign on the receipt of the goods delivered. Digital signatures on the dispatch software app complete the delivery process. 

Reliable communication channel 

Dispatch software is incomplete without a reliable two-way communication channel. Mobile apps that give drivers, dispatchers and customers a proper communication channel make the delivery process faster and more efficient. 

The rising need for Dispatch Software 

With businesses expanding at a rapid pace, handling logistics has become increasingly complex. The demand for same-day deliveries, exceptional customer service, and instant notifications has tremendously risen. This, in turn, has given rise to an AI-enabled world where businesses need nothing less than the best to thrive in the tough markets. 

Businesses need an automated system that helps them accomplish their goals in a faster and efficient manner. They need the software that makes them well-equipped at handling every challenge. A system that will foster connectivity and enhance consumer participation is what they scout for. 

The right dispatch software that considers all these factors and eliminates the need for manual intervention is what makes services efficient today. So if you’re still struggling with the manual records and thousands of managerial calls in a day, here is what you need for your business! 

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