Dispatch Board Management

Purpose

Guidelines for managing the ServiceTitan dispatch board to maximize technician utilization, minimize drive time, and ensure customers are served on time.

When to Use

All day, every day by the dispatcher/CSR team. The dispatch board is the nerve center of daily operations.

Procedure

Morning Setup (Before 7 AM)

Review the day's scheduled jobs — confirm all are still active (no cancellations overnight).

Check tech availability — who's on the schedule, who's out.

Verify job assignments are geographically logical — minimize drive time between jobs.

Identify any multi-day jobs in progress that need tech continuity.

Check for any unassigned jobs and slot them into available windows.

Throughout the Day

Monitor the dispatch board in real-time. Watch for:

- Techs running long on a job — may need to rebook later appointments.

- Cancellations or no-shows — fill the gap from the waitlist.

- Emergency calls — slot in based on triage priority.

Communicate with techs via ServiceTitan and Slack:

- Update ETAs when schedules shift.

- Relay customer special instructions.

- Alert techs to changes in their schedule.

When a tech completes a job, check their next assignment and confirm the customer has been notified.

Job Prioritization Rules

Emergencies (gas leak, no water, active flooding): Next available tech, regardless of zone.

Same-day requests: Fill into existing gaps. Don't bump pre-scheduled appointments.

Turnovers (tech → sales): Schedule sales rep visit within 24-48 hours of the tech's initial visit.

Follow-ups and callbacks: Schedule within the original tech's availability when possible.

Maintenance/membership visits: Lowest priority — schedule around demand work.

Zone Management

• Assign techs to geographic zones to minimize windshield time.
• Don't send a tech across town when another tech is closer, unless skills require it.
• Balance workload across techs — don't overload one while another sits idle.

End of Day

Review tomorrow's schedule for completeness.

Confirm all jobs have assigned techs.

Check for any unresolved issues from today that need morning follow-up.

Update any carry-over jobs or rescheduled appointments.

Important Notes

• The dispatch board directly impacts revenue — efficient dispatching means more completed jobs per day.
• Never leave a customer waiting without communication. If a tech is delayed, call the customer.
• ServiceTitan's GPS tracking helps with real-time routing decisions — use it.
• If you're unsure about a scheduling decision, ask a manager rather than guessing.

Related SOPs

• Scheduling Best Practices — scheduling principles
• Emergency Call Triage & Prioritization — handling emergency dispatching
• Multi-Day Job Scheduling Coordination — managing multi-day jobs