Outsourced Dispatch: How We Make Remote Towing Dispatch Work
When I speak with prospective customers about Outsourced Dispatch, one of the most common concerns I hear is: “How can outsourced dispatch really work?” They understand better than anyone just how complicated towing dispatch is. Managing multiple calls, ensuring efficiency, and meeting customer expectations all require precision and expertise. They also have their own ways of doing things and worry that an external team won’t be able to match their standards.
Their main concern is that only someone who has been deeply embedded in their operations for months—if not years—could possibly grasp the nuances of their specific dispatch process. They worry that bringing in an Outsourced Dispatch service could disrupt their operations or lead to a decline in customer satisfaction and profitability.
We completely understand those concerns.
When we set out to transform towing dispatch through technology and remote solutions, we knew we had to master a process that traditionally takes months of hands-on training in just a few weeks. So, how did we accomplish this?
Breaking Down the Dispatch Process
First, we approached the challenge as software engineers. If there’s one thing software development has taught us, it’s that even the most complex processes can be broken down into a series of logical steps and decision points. We applied this same principle to towing dispatch.
Using this method, we can map out 95% of a company’s dispatch process in about a day. Why not 100%? Because no matter how comprehensive the process is, there are always rare, unpredictable situations that may only arise once in a while.
As we go through this mapping exercise, we often discover that different team members believe that the same task is handled in different ways. A side benefit of this process is that it helps streamline operations, eliminating inefficiencies and creating a clear, documented dispatch workflow that benefits the entire company.
Training with Precision and Experience
Once we have the process documented, we transform it into a structured training protocol. This includes training videos, hands-on exercises, and rigorous testing to ensure that our Outsourced Dispatch team not only understands your business but can execute your procedures with precision.
But who exactly are we training? Rest assured, we are not starting from scratch. Our dispatchers handle over 40,000 calls per month, and our team collectively has decades of dispatch experience. The people we assign to your account are seasoned professionals who only need to learn the specific nuances of your operation.
The Learning Curve is Short, and the Support is Continuous
Yes, there is a short learning curve—primarily when it comes to maps and drivers, as we familiarize ourselves with your team and your local area. However, this process is neither long nor difficult. In fact, we may already be dispatching in your city, which means we are likely already familiar with your area and common routes.
Our Outsourced Dispatch service is not a “set it and forget it” operation. As your business evolves, we adapt. If you change policies or operational procedures, we can implement those changes within a single shift, complete with updated documentation and test questions to ensure our team is aligned with your new approach.
Additionally, we collect detailed analytics on every call and our performance. This data allows us to continually improve our training and operations, ensuring ongoing optimization. We also provide valuable insights that can help you refine your business strategies and enhance overall efficiency.
We’re Already Doing It—and We Can Do It for You
Does this sound too good to be true? It’s not. We are successfully providing Outsourced Dispatch services every day and night in 17 cities across the U.S. Our system is already working for towing businesses just like yours, and we’d love the opportunity to show you how it can work for you too.
If you’re interested in learning more, give us a call at 760-519-2230 or schedule an appointment by clicking here. Let’s talk about how Outsourced Dispatch can revolutionize your towing business!