What is Dispatch?
Dispatch turns a request into a site visit. A dispatcher takes a ticket, checks what is needed and where, selects an engineer with the right skills who can reach the site in time, confirms the access arrangements, and sends the details. During the visit, the dispatcher tracks progress and updates the customer, and afterwards makes sure the ticket is closed with a report.
It differs from remote hands and smart hands, which describe the work done on site, and from break-fix, which describes the type of repair job. Dispatch is the coordination layer that gets the right person and parts to the right place. It also differs from staff augmentation, where an engineer is assigned for a period and not for a single ticket.
Providers differ in speed and coverage. Some dispatch from a local bench of engineers. Others use a partner network and arrange travel. Response times, coverage areas and out of hours cover vary, so look at the terms of the service level agreement and not only at the marketing claims.
How it shows up in practice
- Give the dispatcher complete information: site address, contact on site, access hours and rules, the task, the device, and what the engineer must bring.
- Say what the service level is, for example time to arrive or time to fix, and when the clock starts.
- Agree how the engineer confirms arrival and completion, such as a call, an app check in, or photos.
- Ask for a closure report that states what was done, what was replaced and what is still open.