Dispatch Pro Home

Powered by Titan Intelligence (TI), Dispatch Pro uses your settings, machine learning, and hard constraints to predict the value of incoming jobs and technician performance. It then finds the optimal way to handle those jobs by assigning the best-matched available technician (in Auto Mode) or suggesting optimization (in Assist Mode).

Increase dispatcher efficiency, provide a better customer experience, and maximize profit with Dispatch Pro. For more on how it works, see Dispatch Pro overview.

Tip: Use the Dispatch Pro Playbook to learn proven workflows that help you get the most out of Dispatch Pro.

Setup

What you need to get started

To prepare for Dispatch Pro, start with the basics:

• Train CSRs: Ensure CSRs book jobs using correct job types and tags for proper job assignment.

• Validate location addresses: Ensure all service location addresses are accurate for proper job assignment and drive time prediction.

• Validate technician addresses: Ensure all technician home addresses are accurate for proper routing.

• Create zones: Create zones and assign them to technicians to split coverage by quadrant and distance from your office for proper routing.

• Create skills: Create and assign skills to technicians for proper job assignment.

• Define technician shifts: Create and maintain Regular shifts to indicate technician availability.

• Define arrival windows: Create and use large windows to provide scheduling flexibility.

To get started with Dispatch Pro, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).

Required permissions

The following permissions are required to set up and manage Dispatch Pro. To have these enabled, please contact the account administrator on your team:

• Access settings

• Edit Dispatch Pro settings

• View Dispatch Board

• Pause/resume Dispatch Pro for individual job

• Pause/resume Dispatch Pro for individual technicians

• Edit skills and Edit skills on individual jobs

• Edit arrival window

Quick start guide

After you purchase Dispatch Pro and it's configured for your account, sign in to ServiceTitan to enable it. To enable Dispatch Pro:

1. Go to Settings>Dispatch Pro > Settings.

2. Click the Dispatch Pro dropdown and select Turn On Dispatch Pro.

3. Depending on your account configuration, a Welcome to Dispatch Pro window might open. If it does:

   1. You can select click here to choose your preferred Dispatch Pro Mode. Assist Mode is enabled by default, giving dispatchers control over the changes made to the dispatch board. To automate this optimization, switch to Auto Mode. For more, see Dispatch Pro Settings overview.

   2. You can click Edit under a configuration to make changes before enabling Dispatch Pro.

   3. You can select Dispatch Pro will automatically generate skills based on historical jobs.

      Note: By default, this is deselected. When you leave this deselected, Dispatch Pro assumes all your technicians are skilled to do all jobs, or that your skills are already set up to your liking.

      

   4. Click Turn On Dispatch Pro to enable it.

4. Read the Important Disclaimers pop-up that opens and then click Continue.

5. The Dispatch Pro setup check begins running automatically. It generally takes up to 10 minutes to run. When it's complete:

   1. If you see a Checkicon next to Dispatch Pro, that means it's live and running every 10 minutes. Setup check warnings with a Checkicon are suggestions only.

   2. If you see an Officon next to Dispatch Pro, that means it is not live. Setup check warnings with an Officon need to be addressed before Dispatch Pro can go live. For more, see:

      1. Dispatch Pro setup step 1: Run the Dispatch Pro setup check

      2. Dispatch Pro setup step 2: Resolve issues found by the Dispatch Pro setup check

6. When Dispatch Pro is live with a Checkicon, it starts optimizing your Dispatch Board immediately.

Advanced setup

Part 1: Determine your setup

Upon purchasing Dispatch Pro, we will assess your business size and technician skill sets to recommend the best setup.

Based on your configured setup, select the appropriate guide:

• Enable Dispatch Pro: Detailed Setup: With the detailed setup, you can efficiently review and adjust Dispatch Pro's pre-configured settings to ensure optimal utilization.

• Enable Dispatch Pro: Turnkey Setup: If you qualify for turnkey setup, you can quickly enable Dispatch Pro with minimal customization directly from your Dispatch Board.

Part 2: Run the Dispatch Pro setup check

• Dispatch Pro setup step 1: Run the Dispatch Pro setup check: A setup check runs automatically when you enable Dispatch Pro. This helps you identify and troubleshoot any potential issues affecting accuracy and ROI.

• Dispatch Pro setup step 2: Resolve issues found by the Dispatch Pro setup check: Address and resolve any issues identified in the setup check to ensure optimal performance.

Part 3: Optimize features (recommended)

Refine as you progress

• Strategize: Think about what you want to achieve with Dispatch Pro and define your dispatching strategy.

• Evaluate job types: Split job types to prioritize key opportunities, get more accurate revenue predictions, and measure technician performance. For example, older homes.

• Evaluate zones and business units: Assign zones and business units to technicians and jobs for more optimal routing.

• Evaluate skills: Assign broad skills to technicians and job types to maximize availability.

Advance your strategies

• Train CSRs and technicians: Train CSRs to ask more details for accurate job types, such as equipment and home age. Ensure technicians use the mobile app to dispatch, arrive, and close out jobs on time for optimal job assignments and routing.

• Use leads and estimates: Consistently create leads and estimates that link to the original calls.

• Reevaluate and refine skills: Only make rare skills job specific for proper job assignment. For example:

  • HVAC: Boiler, Oil Furnace, and so on

  • Plumbing: Tankless Water Heater, Backflow Testing, and so on

  • Electrical: Troubleshooting, Wire Fishing, and so on

• Use skills for equipment on trucks or special abilities. For example:

  • Spanish, for Spanish-speaking technicians

  • Ladder, if technicians always carry a ladder on their truck

For detailed information on recommended feature settings and configurations, see Best practices playbook: Maximize Dispatch Pro.

Dispatch Pro settings

Efficiently manage your Dispatch Pro settings in one place. If you have more than 10 technicians who cover multiple geographic areas, or technicians who specialize in different job types, we recommend that you review and adjust your settings as needed. You can do this before, during, and after enabling Dispatch Pro.

• Dispatch Pro Settings overview

• Adjust Dispatch Pro Routing Settings

• Adjust Dispatch Pro Locking Jobs Settings

• Adjust Dispatch Pro Prioritization Settings

• Adjust Dispatch Pro Technician Settings

• Adjust Dispatch Pro Technician Ranking Settings

• Adjust Dispatch Pro Business Units Settings

• Turn on Dispatch Assist in Dispatch Pro

• Adjust Dispatch Pro Modes Settings

Key workflows

Industry best practices

Use the Dispatch Pro Playbook to learn proven workflows that help you get the most out of Dispatch Pro for your business.

Things to keep in mind:

• Dispatch Pro is most effective for Residential Service and Replacement businesses 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 jobs are assigned by automation, the quicker the value is felt.

Manage Dispatch Pro

After you enable Dispatch Pro, you're ready to begin working with it. Your experience depends on the mode selected in your Dispatch Pro Settings. In Auto Mode, the dispatch board gets optimized automatically every 10 minutes. In Assist Mode, you have tight control over dispatch board changes.

Regardless of the mode, Dispatch Pro still needs dispatchers to oversee it. As the dispatcher who monitors and guides Dispatch Pro, the final dispatching decision always rests in your hands.

Manage Dispatch Pro Auto Mode

• Monitor Dispatch Pro Auto Mode on the Dispatch Board

• Review alerts with Dispatch Pro Auto Mode

• Manage technicians with Dispatch Pro Auto Mode

• Manage jobs with Dispatch Pro Auto Mode

• Run the Dispatch Pro troubleshooter tool

• Resolve issues found by the Dispatch Pro troubleshooter tool

Manage Dispatch Pro Assist Mode

• Use Dispatch Assist in Dispatch Pro

• Run the Dispatch Pro troubleshooter tool

• Resolve issues found by the Dispatch Pro troubleshooter tool

Use Console for Dispatch Pro

Dispatch Pro Console is a companion tool that supplements the regular Dispatch Board with easy-to-see, actionable tasks that help dispatchers ensure optimal performance.

The console comes ready to use with preconfigured settings, but administrators and managers can adjust these settings or add more rules to suit specific business needs:

• Dispatch Pro Console settings overview

• Adjust Workstream Settings for Dispatch Pro Console

• Adjust Priority Settings for Dispatch Pro Console

• Adjust Rule Settings for Dispatch Pro Console

Dispatchers should keep the console open in another window alongside the regular Dispatch Board to quickly address urgent tasks:

• Use Console for dispatching tasks

Manage Supervisor Console

Use the Supervisor Console to customize views, track key data, and manage multiple workspaces all in one place.

• Manage supervisor console

Report on Dispatch Pro

Monitor key performance indicators (KPIs) for Dispatch Pro through reporting:

• Dispatch Pro Technician Performance report template: Track how Dispatch Pro is ranking technicians based on conversion rate and average ticket.

• Dispatch Pro Utilization report template: Track how your dispatchers are utilizing Dispatch Pro.

Troubleshooting and FAQ

FAQ

Check out the top five most frequently asked questions for Dispatch Pro:

• Why is Dispatch Pro not working?

• Why is Dispatch Pro not running and not assigning technicians to jobs?

• Why will Dispatch Pro not activate?

• Why does my capacity planning not work correctly in Dispatch Pro?

• Why aren't all of my appointments rolling over to Dispatch Pro?

For more, see Dispatch Pro FAQ.