Case studies · Home Services · Dispatch Operations

Morning dispatch went from 90 minutes to 18

An assistant matched each job to a technician with the right certification, time and location. The dispatchers still made every assignment.

Home Services

Client

A heating, ventilation and air conditioning company with 14 field technicians and two dispatch coordinators.

By the numbers

What changed

18 min

To prepare the morning schedule, down from 90

26%

Fewer same-day schedule changes over ten weeks

97%

Of customers got an automatic arrival update

Morning schedule preparation

80% less

Before90 minutes
After18 minutes

Aurenia engagement record, per morning

Same-day schedule changes, indexed

26% fewer

Before100
After74

Aurenia engagement record, ten weeks

Customers who got an arrival update

out of every 100 customers got an automatic update

Aurenia engagement record

The challenge

Two dispatchers juggled urgent calls, technician certifications, drive time and customer windows across separate screens. One cancellation could set off a round of phone calls and manual updates. Customers were often left guessing when the technician would arrive.

What we built

We connected the intake system and the scheduling system through their APIs. For each job, the assistant ranked the technicians who could do it, proposed a route for the day, and drafted the customer update whenever an approved schedule changed.

Where a person stayed in charge

Dispatchers approved every assignment.
Certifications and territories were hard rules. The assistant could not work around them.
Urgent or unclear jobs went straight to a dispatcher.
Customers only heard about a schedule once a dispatcher had approved it.

How it ran

1
Receive
Capture the request, priority and job details.
2
Match
Check skills, availability and location.
3
Propose
A dispatch plan that shows its reasoning.
4
Confirm
A dispatcher releases assignments and updates.
A person signs off here

The result

Dispatchers started the day with a schedule that showed its reasoning, and spent their time on the exceptions. Technicians got clearer assignments. Customers got their updates without anyone in the office picking up the phone.

18 min

To prepare the morning schedule, down from 90

API integrationRules-based matchingRoute planningCustomer notifications