Technician assignment based on availability and location

Purpose

1.1. Automate technician assignment for appliance repair jobs to the most suitable technicians based on their real-time availability, geographic proximity, skills, and workload.
1.2. Minimize downtime and maximize first-time fix rates by dynamically allocating jobs, preventing double bookings, and optimizing travel routes.
1.3. Centralize dispatch decisions, improve transparency, and enhance customer satisfaction with prompt, effective service and automated notifications.

Trigger Conditions

2.1. New repair request or job created in customer portal, CRM, or incoming via phone/email/chat.
2.2. Status update on technician’s calendar—availability status change (e.g., technician finishes previous job).
2.3. Real-time GPS location or check-in received from technician’s mobile device.
2.4. Changes in job urgency or client reschedules appointment.
2.5. After-action survey or job closure indicating a need for follow-up visit or reassignment.

Platform Variants

3.1. Salesforce
• API: Use Field Service Lightning APIs – ServiceAppointment, Technician Status
• Config: Trigger workflow on new ServiceAppointment, use technician Geo-Location.

3.2. Microsoft Dynamics 365 Field Service
• Function: Resource Scheduling Optimization (RSO)
• Config: Trigger “Create Work Order,” automate resource match, auto-assign.

3.3. Google Maps Platform
• API: Distance Matrix API
• Config: Real-time travel time lookup between job site and technician locations.

3.4. ServiceNow
• Table: Field Service Management > Work Order
• Config: Automation Rule – Assign work order using skills, location fields.

3.5. Zoho Desk
• API: Assign Ticket API
• Config: Custom function to match technician’s territory, status.

3.6. Zendesk
• API: Ticket Assignment API
• Config: Webhook triggered by job request, maps to nearest available agent.

3.7. Jobber
• Feature: Scheduling
• Config: Use “On My Way” and “Route Optimization” to assign closest available team member.

3.8. Housecall Pro
• API: Assign Tech endpoint
• Config: Real-time technician status, automate assignment via job trigger.

3.9. Freshdesk
• API: Assign Ticket
• Config: Trigger based on custom field for availability, location.

3.10. Twilio
• API: Programmable SMS
• Config: Send confirmation or dispatch SMS after technician is assigned.

3.11. Slack
• Feature: Incoming Webhooks
• Config: Post automated assignment updates to channel for dispatchers.

3.12. Google Calendar
• API: Free/busy endpoint
• Config: Check technician calendar for conflicts before assignment.

3.13. Microsoft Outlook Calendar
• API: FindMeetingTimes
• Config: Match assignment times with open calendar slots.

3.14. SAP Field Service Management
• API: Service Call Assignment
• Config: Automate assignment using skills, travel time, and current status.

3.15. ClickSoftware (Salesforce Field Service)
• Feature: Street-Level Routing
• Config: Use optimizer for skill/location/time windows.

3.16. Airtable
• API: Automated script
• Config: Match technician table with jobs using custom filter views.

3.17. Monday.com
• Automation: “Assign Person when Status changes”
• Config: Connect location map and technician statuses for rule-based assignment.

3.18. Asana
• API: Task Assign endpoint
• Config: Auto-assign job tasks using custom location fields.

3.19. Smartsheet
• Feature: Automated Workflows
• Config: Use “Assign to Contact” automation with criteria for skill and distance.

3.20. Quick Base
• Pipeline: Location-based assignment rule
• Config: Trigger on job submission, find nearest available tech.

3.21. FieldAware
• API: Get & Assign Tech
• Config: Schedule trigger, geo-match, auto-assign job.

3.22. Service Fusion
• Feature: Intelligent Dispatching
• Config: Enable automated technician selection via availability and map.

3.23. Skedulo
• Feature: Resource Assignment Algorithm
• Config: Auto-dispatch based on real-time location and availability.

3.24. Odoo Field Service
• Feature: Scheduler
• Config: Matches technician routes and open time slots.

3.25. Pipefy
• Automation Feature
• Config: Set conditional assignment rules based on custom fields for tech schedules.

Benefits

4.1. Accelerated response with automated, real-time technician dispatch.
4.2. Improved first-time fix rates and reduced travel time.
4.3. Higher customer satisfaction due to prompt technician arrival.
4.4. Elimination of manual errors and double bookings.
4.5. Dynamic adaptability to schedule changes and emergencies.
4.6. Scalable for teams ranging from a few to thousands of technicians.
4.7. Centralized visibility for dispatchers and supervisors.
4.8. Automated communication and notifications ensure transparency.
4.9. Data collection for ongoing optimization of workforce operations.
4.10. Enables integration with other business processes and analytics.