Are you having issues managing your business’s operations? If you have tickets stacking up, frustrated clients, rogue techs who are in and out with little to no accountability, and are simply overwhelmed, we will help you start operating for success. Often times establishing your professional services automation can be tricky, especially if you are busy with sales, marketing and IT. Having a dedicated service coordinator is not always an ideal situation, but dispatch is key to service coordination. But as long as you can begin training your clients in the use of entering tickets on their end, then your job is a quarter of the way done. CharTec’s Operations Lab will encompass everything you need to take control of your business and streamline procedures.
Hiring a specific person to do dispatch, could be counterproductive depending on the size and volume of your company. However, a dispatcher holds a lot of responsibility. They must make sure the correct engineer is being assigned to the problem, assure ticket scheduling doesn’t overlap off-site service, as well as pulling or ordering parts so the tech is prepared for the job. They also take phone calls and deal directly with customers. A dispatcher needs to be multi-talented with an ability to ask diagnostic questions and ultimately manage clients and tickets. This may be an intimidating feat to overcome, but it will make your business run smoother once you learn how to utilize dispatch.
Dispatch is a key component to service coordination and ensuring a client’s needs can be taken care of in a timely manner. First and foremost, you will need to begin using a service provider like ConnectWise to create and edit service tickets. By using a service like ConnectWise, your clients can submit service tickets, which ultimately cut out the middleman in most situations. This will also allow you to group items by priority, department and really anything else you’d like. Using ConnectWise for accountability as well we need to be able to track time and troubleshooting notes. As this helps us identify patterns and trends with our clients and ensure the profitability of our agreements. That’s why using organizational technology like this is important if your business plans on scaling in the future.
Ticket formatting and triage are also integral to establishing a streamlined troubleshooting system. This has much to do with ticket assessment, priority and status. With ticket assessment, the dispatcher will assign an engineer to the issue. They will also prioritize the issue depending on how critical the problem is. For example, by color coding each ticket by priority, both the dispatcher and techs can easily tell what is critical, same day fixes, next day fixes and scheduled maintenance. Then they must keep a close eye on the ticket status. One problem that can easily get away from business owners is the age of a ticket. If a ticket goes beyond 10 days without being acknowledged, let alone an annotation, it is largely possible you will experience a frustrated client. It is best practices to use the three-touch rule before simply closing the ticket.
The dispatch and ticket process can seem overwhelming at first glance, but dispatch is key to service coordination and that is why CharTec has brought back and revamped the Operations Lab. This lab will go in depth on each of these items and you will learn best practices and ways to increase your business’s efficiency. Ops lab will prepare you and/or your associates to tackle the needs of your clients head on while still focusing on core business operations. Learn from industry experts and take your MSP to the next level with the Operations Training Lab.