Northgate Field
Field service
Dispatch stopped retyping what the technician already wrote
Job notes lived in one system and the invoice in another. A person copied between them 200 times a day.
200
manual copies a day, now zero
14 hrs
of dispatcher time back per week
Runs on
ServiceNow, NetSuite, Slack, Twilio
Before
Technicians wrote job notes on a tablet. Dispatch retyped the parts and hours into the billing system, about two hundred times a day, and typos turned into credit notes.
What Mesa does
A playbook takes the closed job, maps the parts to billing codes and raises the invoice. Anything with a part it does not recognize stops and asks.
After
Fourteen hours of dispatcher time back every week, and credit notes from billing mistakes fell by more than half.
It is not glamorous work. That is exactly why nobody had fixed it in nine years.
Ruth Calloway, dispatch manager, Northgate Field