Operations
Prepare repair dispatches from the customer’s email.
Your dispatcher describes how to handle a repair request. Agents prepare a work order from the email, check the unit’s history and manual, and suggest a technician with the part on their truck. The dispatcher reviews the choice before anyone drives out.
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Repair request to dispatch
Starts: An email to your service inbox
- Customer emails, someone outside
- Work order, an agent
- History and manual, an agent
- Pick a tech, an agent
- Dispatch, waits for you
- Tech on site, a teammate
Waiting for you
Send this tech?
Check that the technician has the parts and training the site requires. The film shows a missed training requirement being added to the procedure.
- An agent
- A teammate
- Someone outside
- Waits for you
The records behind a dispatch.
To prepare a dispatch, someone needs the customer’s email and photos, the last service visit, the part in the manual and the stock on each truck.
Agents gather those records and suggest a technician using the rules your dispatcher supplies. The dispatcher can check the suggestion against the service history and parts before approving it.
Film · Repair request
Adding a site-training check to the dispatch procedure.
A service manager describes how repair requests get handled. Agents run it on the next email and pick a tech. The site needs its own safety training and that tech doesn’t have it, so the manager adds a rule and replays the same job as a test before switching to the new version.
Five operations procedures to start from.
These examples include a step for someone to review the work. You choose those steps for your own procedures, and can add, move or remove them.
An integration agent builds connections to the systems your team uses from their API docs. How connections are set up
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- Customer emails, someone outside
- Work order, an agent
- History and manual, an agent
- Pick a tech, an agent
- Dispatch, waits for you
- Tech on site, a teammate
Agent work
Read the email and photos, create a service job in Simpro, check the unit’s service history and manual, and suggest a technician using the schedule and van stock records.
Waits for you
Send this tech? Check that the technician has the parts and training the site requires. The film shows a missed training requirement being added to the procedure.
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- Units due, an agent
- Free slots, an agent
- Draft routes, an agent
- Approve the month, waits for you
- Book visits, an agent
Agent work
Read the asset service dates in Simpro, check the technicians’ schedules, and group next month’s visits into routes.
Waits for you
Book next month like this? The dispatcher checks access restrictions, such as a site that only admits technicians before nine, before the visits are booked.
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- Count usage, an agent
- Check stock, an agent
- Draft order, an agent
- Place order, waits for you
Agent work
Read the parts assigned to this week’s closed jobs in Simpro, compare stock levels with your reorder rules, and draft a supplier purchase order.
Waits for you
Place this order? Review the quantities and cost before ordering. The call that creates the purchase order asks a person first unless someone changes its setting.
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- Tech finishes, a teammate
- Collect notes, an agent
- Write summary, an agent
- Send to customer, waits for you
- Update history, an agent
Agent work
Gather the technician’s notes and photos from ServiceM8, write the customer a summary of the repair, and add it to the job diary.
Waits for you
Send this summary? Check the summary against the technician’s notes before sending it to the customer. You can remove this review step when you’re ready.
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- Open jobs, an agent
- Find late ones, an agent
- Suggest swaps, an agent
- Move a job, waits for you
- Post to team, an agent
Agent work
Read open ServiceM8 jobs and today’s bookings, identify late jobs or missing parts noted in the job diary, and suggest changes to the schedule.
Waits for you
Move this job to another tech? The dispatcher checks the suggested reassignment against the team’s commitments before changing the schedule.
What arrives for dispatch review.
- A draft work order
- The model number, service history and required part gathered from the email and records.
- A suggested technician
- The dispatch question includes the records used to make the choice.
- Dispatch lessons from corrections
- Correct a site requirement or a technician choice during review. The lesson is kept automatically for future dispatches at that site.
- A customer summary
- A draft based on the technician’s notes and photos from the visit.
You choose where work waits for a person.
You can require review before a dispatch, a parts order or a customer email. Set those steps in the procedure and approve which connection calls agents can make on their own.
How approvals and tool limits work- Automatic learning
- Every edit or correction to agent work becomes a lesson automatically. Agents use relevant lessons on future jobs, with no separate training task.
- Your data and procedures
- Your business keeps its data, procedures and the knowledge built from corrections. The details of how your team works stay in your workspace.
- Choose review steps
- Add, remove or move a review step. You can try the draft on past jobs before publishing the change.
- Calls ask first
- Every call through a connection waits for a person until someone decides it can run on its own. No agent can make that decision.
- Keys stay sealed
- An agent knows a connection only by its name. The key is added on the server as each call goes out.
- Run records
- Each run keeps its steps, calls and answers. A hash-chained record makes changes to recorded events detectable.