Dark Age Dispatching
There are few industries that rely more on time management, accuracy of location, and efficient
route planning than the tow truck industry. Yet, some tow companies have been stuck in the dark ages of communication, relying on pen-and-paper dispatching systems. Hesitation to embrace new technologies significantly hinders efficiency, and most importantly, the revenue they bring in.
Let’s take a look inside an old-fashioned dispatch office. The dispatcher is fielding calls from an onslaught of directionally challenged motorists, ill-informed motor clubs, and police departments requesting you to expedite a pickup. With customers on hold and the phones ringing off the hook, the dispatcher must also simultaneously pinpoint where the closest available driver is by dialing them one-by-one. Usually, the driver who picks up the phone first is assigned the job, rather than the driver
who’s actually closest to the location.
Impact of Inefficency
This inefficiency can have a long-reaching effect on your profits. First, you’re looking at an exorbitant amount of wasted resources. When your dispatch office is sending drivers across town, or if by mistake, accidentally schedules two trucks for one job, that wastes both fuel and manpower that could have easily been saved or redirected had your dispatch team had greater information before assigning jobs.
Beyond wasted fuel, outdated processes like this severely slow down your response time, which
can reduce the overall amount of income you earn. In towing, timing and location are everything. The more tows you complete, the more profits you make, and in an increasingly competitive marketplace where dissatisfied customers can simply google another company— every minute matters. When your dispatch doesn’t have the technical support to communicate real-time updates with your drivers or find the most optimal routes, that means inaccurate ETAs and longer wait times for your customers. When a motorist is stranded, every second feels like an eternity. This frustration could lead to negative reviews for your business or a cancelled service call. Slower response times can also directly impact the income you receive from other clients. The longer it takes for your crews to arrive and complete a job, the fewer calls you can take on, which can result in fewer job opportunities from police departments and private property owners, and potentially, lower your motor club ratings