Several approaches to organization of the dispatching work

We recommend the joint effort with order taker and dispatching. This approach 

  • Scales better as your organization grows
  • Minimizes single threading all work (one person leaves everything shuts down)
  • Lowest cost of doing business (order takers much cheaper the dispatchers)
  • Improves productivity - driver and dispatcher never alone
  • Makes the bulk of dispatching activity clerical so the dispatcher can focus on the 20% that require special knowledge


  • Dispatcher and Operations
All the dispatch operations is done within operations. Order take and sales just pass over stop information. Dispatching amps the site, gets last mile directions and set the route and stop number
    • Dispatcher does it all - One person is given all new locations and the dispatcher choses teh route and the stop.  The route is given to the driver to run and driver asks for stop changes on an as needed event e.g. traffic, etc.
    • Drivers run the show - drivers meet in morning and exchange stops and they run there route as they choose. Drvers tell office to move or renumber stops as needed.
    • Driver and dispatches work together - Dispatcher makes first pass and driver at end of day writes on route sheet any stop renumbering as required. Typically dispatcher adds new stops with stop number 0 so the driver knows it is a new stop and places it is the route by writing on the route sheet that the dispatcher uses to update the stop number the next day when route sheets are returned.

  • Dispatcher and order taker Team
Joint effort where order takers work with the customer to get correct address, map, last mile directions and select route using route selection tool.  The dispatcher then review and correct stop numbers as needed on an exception basis, rather then handling every stop

  • Order taker 
This step takes the most time and is best done with the customer on the phone. The order taker is usually the lowest cost/hour position in a company. The idea is to avoid the lost driver which costs about $100.00 per event (about an hour)
    • Get correct service address
    • Maps using cloud mapping and confirms with customer. Can send map image via work order if needed
    • Uses route recommendation tool to assign new stop to the closes existing service route. They can set stop number to zero or a number that places it near  the existing stop (this tool is correct 98% of the time)
    • Created work order for unit delivery  and place on route for delivery or assigns to utility driver in the area
  • Dispatcher 
The dispatcher now works on an exception basis. They assume on correct route and either let the optimizer tool set the stop number or allow the driver to set it when he runs the route.  
    • Reviews route before printing
      • Optimization to to set stop number
      • works with driver to set stop number