· Karson Lawrence · Operations · 7 min read
Dispatch Optimization: How Smart Routing Can Add $100K to Your Bottom Line
Your trucks are your most expensive assets. Every wasted mile costs money. Here's how to build a dispatch system that maximizes revenue per truck per day.
I was riding along with an HVAC tech in Dallas last summer. By 2 PM, he’d completed three service calls. Good tech, knew his stuff.
But here’s what I saw: 47 miles of driving between those three calls. Almost two hours in the truck. In a city where jobs were everywhere.
“This is normal,” he told me. “Dispatch just sends me where they send me.”
That dispatcher wasn’t bad at their job. They just didn’t have a system. And that lack of system was costing the company roughly $180,000 per year in lost productivity.
The Math That Should Keep You Up at Night
Let’s run the numbers on inefficient dispatch:
The scenario:
- 5 service trucks
- Average of 4.5 calls per truck per day (could be 6 with better routing)
- Average ticket of $450
- 250 working days per year
The difference:
- Current: 5 trucks × 4.5 calls × $450 × 250 days = $2,531,250/year
- Optimized: 5 trucks × 6 calls × $450 × 250 days = $3,375,000/year
Gap: $843,750 in potential revenue
Even if you only capture 20% of that gap through better dispatch, that’s $168,750 in additional revenue with the same trucks, same techs, same overhead.
This isn’t theory. I’ve seen it happen.
Why Most Dispatch Systems Fail
The typical contractor dispatch process:
- Call comes in
- Dispatcher looks at the board
- Dispatcher picks the tech who “seems” available
- Tech gets the call
- Repeat
The problems with this approach:
Problem 1: Geographic Blindness
Without a map view, dispatchers assign calls based on availability, not location. A tech in North Dallas gets sent to South Dallas while another tech in South Dallas gets sent to North Dallas. Both waste 45 minutes driving past each other.
Problem 2: No Capacity Planning
Dispatchers react to calls as they come in rather than planning the day. This leads to early trucks sitting idle while afternoon trucks are slammed.
Problem 3: Skill Mismatching
The nearest available tech might not be the best tech for that job type. A senior tech gets sent to a simple filter change while a junior tech struggles with a complex diagnosis.
Problem 4: No Time Blocking
Without estimated job durations, dispatchers can’t predict when techs will be available. They either over-book (leading to missed appointments) or under-book (leaving capacity on the table).
The Four Principles of Optimized Dispatch
Principle 1: Geography First
The rule: No tech should drive past another tech’s job to get to their own.
Implementation:
- Divide your service area into zones
- Assign primary and secondary techs to each zone
- Route calls to zone techs first, then overflow
The tool: Google Maps, Route4Me, or your field service software’s routing feature.
Real impact: One plumbing contractor reduced average drive time from 28 minutes to 14 minutes per call by implementing zone-based dispatch. That’s an extra call per truck per day.
Principle 2: Capacity-Based Scheduling
The rule: Know how many calls each truck can handle before the day starts.
Implementation:
- Estimate job duration for each call type
- Calculate available capacity per truck
- Don’t book beyond 80% capacity (leave room for emergencies)
The math:
- 8-hour shift = 480 minutes
- Minus: 30 min start-up, 30 min end-of-day = 420 available minutes
- 80% capacity = 336 bookable minutes
- If average call = 75 minutes, max calls = 4.5 per truck
When you know your capacity, you can make smart decisions about demand calls, callbacks, and premium service offerings.
Principle 3: Skill-Based Routing
The rule: Match job complexity to technician capability.
Implementation:
- Categorize jobs by complexity (Level 1, 2, 3)
- Categorize techs by capability (Junior, Journeyman, Senior)
- Route Level 1 jobs to available junior techs first
- Route Level 3 jobs to senior techs only
The benefit: Senior techs spend time on high-value work. Junior techs build skills on appropriate jobs. Customers get the right tech for their problem.
Hidden benefit: This system naturally creates training pathways. Junior techs see what Level 2 and 3 jobs look like and have goals to work toward.
Principle 4: Dynamic Reoptimization
The rule: Adjust the plan as the day unfolds.
Implementation:
- Check job progress at regular intervals (10 AM, 1 PM, 3 PM)
- Rebalance when trucks run ahead or behind
- Have a priority system for emergency calls
- Communicate changes to techs immediately
The reality: No dispatch plan survives contact with reality. The difference between good and great dispatch is how quickly you adapt.
Building Your Dispatch Dashboard
Your dispatcher needs information at a glance. Here’s what should be visible:
The Board View
- All techs in a list
- Current job status (en route, on site, wrapping up)
- Next job assigned
- Jobs remaining for the day
- Geographic location (map view)
The Metrics That Matter
Track daily:
- Calls completed per truck
- Average drive time between calls
- Revenue per truck
- Callback rate by tech
Track weekly:
- Capacity utilization (actual vs. available)
- Zone performance
- First-call resolution rate
- Customer satisfaction by tech
Track monthly:
- Revenue per tech
- Cost per call (including drive time)
- Schedule adherence
- Trend analysis
The Dispatcher’s Playbook
Great dispatch isn’t just about software. It’s about decision-making frameworks.
When a New Call Comes In
- Identify the call type (service, install, estimate, emergency)
- Determine the zone
- Check zone tech availability
- If zone tech unavailable: Check adjacent zone techs
- If still unavailable: Check citywide availability
- If no same-day availability: Offer next available or premium pricing for emergency dispatch
When a Tech Runs Long
- Assess the delay (15 min, 30 min, 1+ hour)
- Check impact on remaining calls
- Decide: Push calls, reassign calls, or extend tech’s day
- Communicate: Notify affected customers before they call you
- Document: Note the reason for the delay
When a Tech Finishes Early
- Check zone for demand calls
- Check adjacent zones for overflow
- Consider: Training, stocking, or early release
- Never: Let a truck sit idle during business hours
When the Phone Blows Up
- Triage: Emergency, urgent, or schedulable
- Deploy premium pricing for true emergencies
- Extend hours if warranted by demand
- Document patterns for future capacity planning
Technology Options for Dispatch Optimization
Basic (Free - $50/month)
- Google Calendar for scheduling
- Google Maps for routing
- WhatsApp or text for tech communication
- Spreadsheet for tracking
Best for: 1-3 trucks, simple operations
Intermediate ($100-300/month)
- Housecall Pro, Jobber, or similar
- Built-in dispatch boards
- Basic routing suggestions
- Customer communication automation
Best for: 3-8 trucks, growing operations
Advanced ($300-800/month)
- ServiceTitan, FieldEdge, or similar
- AI-powered dispatch optimization
- Real-time GPS tracking
- Advanced analytics and reporting
Best for: 8+ trucks, complex operations
The Truth About Software
The best dispatch system is one your team actually uses. A perfect software implementation that nobody follows is worse than a simple spreadsheet that everyone updates.
Start simple. Add complexity only when you’ve mastered the basics.
Common Dispatch Mistakes (And How to Fix Them)
Mistake 1: Overbooking
Symptom: Constant schedule chaos, missed appointments, angry customers Fix: Build in buffer time, don’t book beyond 80% capacity
Mistake 2: Underbooking
Symptom: Trucks sitting idle, techs complaining about low pay (if commission-based) Fix: Active demand generation, same-day availability marketing
Mistake 3: First-Come, First-Served
Symptom: Early morning calm, afternoon chaos Fix: Time-slot based scheduling, spread demand across the day
Mistake 4: Hero Dispatcher
Symptom: One person holds all the knowledge, system breaks when they’re out Fix: Document processes, cross-train staff, systematize decisions
Mistake 5: No Post-Game Review
Symptom: Same problems repeat, no improvement over time Fix: Weekly dispatch reviews, metric tracking, continuous improvement
The 30-Day Dispatch Transformation
Week 1: Baseline
- Track current metrics (calls per truck, drive time, revenue per truck)
- Map your service area
- Document current dispatch process
Week 2: Zone Setup
- Divide territory into logical zones
- Assign primary techs to zones
- Create overflow rules
Week 3: Implementation
- Brief the team on new process
- Start zone-based dispatch
- Track daily metrics
- Adjust based on feedback
Week 4: Optimization
- Review three weeks of data
- Identify remaining bottlenecks
- Refine zone boundaries
- Celebrate wins
What Optimized Dispatch Looks Like
Before:
- 4.2 calls per truck per day
- 32 minutes average drive time
- $1,890 revenue per truck per day
- Constant scheduling fires
After:
- 5.8 calls per truck per day
- 16 minutes average drive time
- $2,610 revenue per truck per day
- Proactive customer communication
The difference per truck per year: $180,000 in additional revenue capacity.
The Bottom Line
Dispatch optimization isn’t sexy. Nobody starts a contracting business because they love logistics.
But the contractors who build real, scalable, profitable businesses? They obsess over dispatch. Because they understand that every truck, every day, is either making money or burning it.
Your trucks are already on the road. Your techs are already working. The only question is whether you’re capturing the full value of those assets.
Start with geography. Add capacity planning. Implement skill-based routing. Review and improve.
The $100K is sitting there. You just have to go get it.
Ready to optimize your dispatch operation? Book a free 20-minute strategy call to discuss your specific situation.
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