The Problem
Before implementing Technician Dispatching, we managed our shop almost entirely through manual, paper-based processes. We loaded the shop based purely on appointment hours and relied on paper route sheets, with dispatching handled by myself and the shop foreman.
To understand where a job stood, how long a technician had been on a repair, or who could take the next job, we physically had to walk the shop floor. That made it difficult to get a real-time, accurate picture of the overall shop load and capacity.
Our advisors were also challenged by this process; they often didn’t know where an RO was in the repair cycle, when it would be completed, or what stage it was in during upsell conversations.
While we were fortunate to have a strong team and didn’t struggle with favouritism or unfair work distribution, the manual nature of the process was time-consuming, inefficient, and increasingly impractical for a dealership of our size.
Managing a large operation this way required constant movement, guesswork, and verbal check-ins, which limited visibility and made it harder to operate the shop as efficiently and accurately as possible.
“Before, advisors had no idea where an RO was or when it would be completed. With Technician Dispatching, they have real visibility into what’s happening in the shop.”
