Dispatchers manually compose and send ETA messages to customers for each service call, then monitor for delays and send updates throughout the day. This repetitive work consumes hours daily and leaves customers waiting for arrival information.
Automation calculates real-time ETAs based on technician location and traffic, generates personalized messages, and sends them automatically. Dispatchers focus only on exceptions and urgent customer inquiries.
The full workflow, from trigger to completion.
A new service job is assigned to a technician. The system captures the customer phone number, technician name, and estimated arrival window.
An automation queries the technician's current location and calculates the actual arrival time based on distance and traffic data. The ETA is compared against the original estimate.
The automation sends a templated SMS to the customer with the technician name, arrival window, and callback number. The message is logged.
The automation continuously monitors the technician's location and job status. If a delay of more than 15 minutes is detected, the system triggers an updated ETA message.
If the technician is running late, an updated ETA message is automatically sent to the customer without dispatcher intervention.
When the technician confirms on-the-way status in the field app, the automation automatically sends a confirmation message to the customer with final ETA.
All automated messages, timestamps, and delivery status are logged and so the dispatcher has a complete audit trail without manual entry.
If a message fails to send or the technician goes offline, the dispatcher is alerted so they can intervene manually if needed.
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