Dispatch Pro overview

Overview

Optimize your Dispatch Board for profitability with Dispatch Pro. In this guide, you'll learn about Dispatch Pro's benefits and how it works.

Things to know

• Dispatch Pro is most effective for companies who dispatch for dollars. For example, HVAC, plumbing, electrical, and more.

• Dispatch Pro only works with managed technicians.

• The accuracy of Dispatch Pro increases with the amount of historical data in ServiceTitan.

• The value of Dispatch Pro is felt over a few weeks. The more that jobs are assigned by automation every day, the quicker the value is felt.

Best practices

• For best results, we recommend that you review your existing settings and features to get the most out of Dispatch Pro. For more, see Best practices playbook: Maximize Dispatch Pro.

What are the benefits of Dispatch Pro?

Dispatch Pro helps:

• Increase your average ticket, which in turn increases your total revenue, providing opportunities to grow your business

• Increase dispatcher efficiency, giving dispatchers more time to focus on revenue generating activities, such as customer care and technician preparedness

• Decrease technician drive time with more efficient routes, saving time and fuel costs while improving productivity

How does Dispatch Pro work?

How Dispatch Pro works depends on which mode is selected in Dispatch Pro Settings:

• Assist Mode: Dispatchers can generate, review, and approve suggested optimizations for each Dispatch Pro-enabled job. This provides greater transparency and control over the changes Dispatch Pro is making. For more, see Use Dispatch Assist in Dispatch Pro.

• Auto Mode: Dispatch Pro automatically assigns the most optimal technician to Dispatch Pro-enabled jobs, eliminating the need for manual review. During your business hours, Dispatch Pro reshuffles your Dispatch Board every 10 minutes. Outside of business hours, it reshuffles the board every hour. It also optimizes schedules up to three days into the future and re-optimizes future days every hour.

For more, see Dispatch Pro Settings overview.

How does Dispatch Pro make decisions?

Using a combination of your data, settings, and Titan Intelligence (TI), Dispatch Pro looks at predicted job value, prioritization, technician performance, and estimated drive time. It then simulates hundreds or more scenarios based on your daily jobs to find the best way to achieve the most profit for that day.

The algorithm learns from technicians' historical data—total sales, average tickets, sold memberships, probability of generating a lead, and more—to choose the best-matched technician for each job, while also decreasing drive time when possible. The algorithm has two parts:

• Titan Intelligence (TI) predictions

• Hard constraint predictions

Hard constraints are applied first and limit which technicians Dispatch Pro considers for predictions and assignments.

In the following order, these hard constraints are considered:

1. Dispatch Pro enabled technicians: For more, see the Enable or disable Dispatch Pro for your technicians section of Adjust Dispatch Pro Technician Settings.

2. Technicians in the correct zone or business unit for the job: If your account isn't configured to use zones, then Dispatch Pro uses business unit addresses instead. If technicians aren't assigned to zones or business units, then Dispatch Pro assumes they can work across all zones and all business units. For more on zones, see the Business Impact section of Best practices playbook: Maximize Dispatch Pro.

3. Technicians with skills that match the job type: Dispatch Pro assumes that:    

   1. Job types without assigned skills can be performed by any technician

   2. Technicians without assigned skills can perform any job type that doesn't have assigned skills

   3. Technicians need to have all the skills listed for the job type

4. For more on skills, see the Tips section of Best practices playbook: Maximize Dispatch Pro. Also see the Generate skills for technicians and job types section of Adjust Dispatch Pro Technician Settings.

5. Technicians with Regular shifts in the arrival window: Dispatch Pro ignores On-Call shifts and only assigns technicians it sees as available during Regular shifts between the job's start and end time. If you don't set up shifts, Dispatch Pro assumes your technicians are available within your business hours. If you don't use arrival windows, Dispatch Pro assumes a job can be done at any time within your business hours.

6. Technicians within the maximum drive time range: Dispatch Pro never sends technicians over the maximum drive time, not even by a minute. When considering this, it looks at what is set in question 1.3 of Dispatch Pro Routing settings.

7. Technicians with the best performance: After the above constraints are applied, Dispatch Pro looks at technician performance to identify the best technician for the job. When considering this, it looks at what is set in Dispatch Pro technician ranking settings. You can also use the Dispatch Pro Technician Performance report template to report on this.

   Note: Dispatch Pro might not always assign the top technician if it finds a better opportunity for them. Dispatch Pro simulates hundreds of scenarios to find the overall Dispatch Board setup it predicts to bring the most revenue.

How does Dispatch Pro calculate revenue?

Dispatch Pro calculates revenue as follows:

[predicted job value of assigned technician] - [drive cost] = [total revenue]

• Predicted job value: Powered by Titan Intelligence (TI), predicted job value is generated by an algorithm calibrated with your data and anonymized data from customers like you. Job value includes the revenue of the job today, and the revenue of future jobs (leads generated from today's job). Predictions are generated separately for each technician, based on their performance history. The algorithm uses data from:

  • Jobs

  • Job tags

  • Job location

  • Job type

  • Business unit

  • Technician's performance history, including:    

    • The last 30 days and the last 12 months

    • Conversion rate for jobs, leads, and estimates

    • Average ticket for jobs, leads, and estimates

• Note: Job value prediction only works with Dispatch Pro if you have data preferences selected in Settings > Titan Intelligence > Data Preferences. Titan Intelligence algorithms only use data from customers who have opted-in to our data usage policy, and consented to their data being used for TI purposes. For more on how ServiceTitan protects your data, visit our ServiceTitan Security Portal and ServiceTitan Privacy Policy.

• Drive cost: The cost of driving from the technician's starting address to their first job, or from one job or non-job appointment to the next.

How do dispatchers work with Dispatch Pro?

The way dispatchers work with Dispatch Pro depends on the selected mode:

• Assist Mode: Dispatchers can generate, review, and approve suggested optimizations for each Dispatch Pro-enabled job. This provides greater transparency and control over the changes Dispatch Pro is making. For more, see Use Dispatch Assist in Dispatch Pro.

• Auto Mode: Dispatch Pro automatically assigns the most optimal technician to Dispatch Pro-enabled jobs, eliminating the need for manual review. While Dispatch Pro does the heavy lifting in Auto Mode, it still needs dispatchers to oversee it.

In Auto Mode, Dispatch Pro can optimize most typical jobs. But dispatchers still play a crucial role in overseeing the Dispatch Board and managing unexpected circumstances. For example, if a technician calls in sick or their vehicle breaks down, they need a dispatcher to pause Dispatch Pro for them, unassign them, then let Dispatch Pro reassign or reschedule their remaining appointments.

Unassigned jobs are picked up by Dispatch Pro automatically. Dispatchers should keep an eye on the Alerts tab in the Job Tray to review and manage exceptions. Whether Dispatch Pro assigns a technician or not, appointments can always be manually updated if needed.

Dispatch Pro never overrides a human decision. As the dispatcher who monitors and guides Dispatch Pro, the final dispatching decision always rests in your hands.

For more, see Manage Dispatch Pro.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Dispatch Pro: Detailed Setup and Dispatch Pro: Turnkey Setup

• Visit ServiceTitan Academy and enroll in Dispatch Pro: Dispatcher Experience Walk-Through

• See Dispatch Pro in the ServiceTitan Knowledge Base