Third Party Dispatch Services

Making sure the right technician arrives on time, all the time

Dispatch services are a vital component of any field service organization. Guaranteeing that technicians have efficient routes and maintain on-time arrival is critical to customer satisfaction. Using a holistic approach, eClerx Customer Operations applies standardized processing, smart technology, and experienced SMEs to appointment management systems to augment dispatch support for the rapid resolution of work order and technical issues.

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PUT AN END TO FIELD SERVICE MAYHEM

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Product Spotlight: eClerx WorkForce Manager

WorkForce Manager offers a range of solutions designed to provide end-to-end,
life-cycle tracking of work orders, equipment, invoicing, payroll, warehouse
management, and KPIs. Our solution combines robust monitoring and reporting
enhanced by predictive alerts to minimize revenue loss and increase productivity.
This configurable tool is accessible through mobile integration and includes a host
of business and productivity applications.

Learn more

WorkForce Manager offers a range of solutions designed to provide end-to-end, life-cycle tracking of work orders, equipment, invoicing, payroll, warehouse management, and KPIs. Our solution combines robust monitoring and reporting enhanced by predictive alerts to minimize revenue loss and increase productivity. This configurable tool is accessible through mobile integration and includes a host of business and productivity applications.

Third Party Dispatch Service Features

Establishing dispatch perfection

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IVR SKILLS-BASED ROUTING

Leveraging predetermined filters, we ensure your field technicians are routed to the most qualified agent efficiently every time they call in.

LIVE CHAT

Our in-house messaging platform connects your field technicians with our Dispatch Support Agents offering direct and immediate real-time assistance.

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DASHBOARD

Feature-rich, fully customizable, intuitive dashboards offer you near real-time views of your projects and visibility into business-critical metrics so you can respond to challenges before they become crises

WORKFLOW SYSTEM

We integrate your database to provide our Dispatch Agents with the necessary account information during voice and digital interactions, resulting in lower handle time for your field technicians and our agents

IVR SKILLS BASED ROUTING

Leveraging predetermined filters, we ensure your field technicians are routed to the most qualified agent efficiently every time they call in.

LIVE CHAT

Our in-house messaging platform connects your field technicians with our Dispatch Support Agents offering direct and immediate real-time assistance.

VENDOR DASHBOARD

Feature-rich, fully customizable, Intuitive dashboard offering clients a near real-time view of their live projects. Providing visibility into business-critical metrics allowing you and your teams to respond to challenges before they transpire into crises.

WORKFLOW SYSTEM

Using eClerx’s WorkForce Manager, we automate your customer service using your database to provide our Dispatch Agents with the necessary account information during both calls or IM interactions, resulting in the reduction of the handling time required of your field technicians and our agents for account management and troubleshooting assistance.

Dispatch Services: Case Study Highlights

Handled 80% of inbound dispatch calls within 30 seconds

Achieved up to 5% improvement in OTA

Improved clients’ completion rates by up to 8%

Reduced same day escalations by 30%

Dispatch Services: Case Study Highlights

Empowering productivity by supporting Dispatch Services