Manual dispatch from a whiteboard. Routing based on dispatcher intuition — no geo-clustering, no certification matching for specialized jobs. Technicians driving past each other in opposite directions was a daily occurrence. Average drive time per technician: 2.1 hours out of an 8-hour shift.
ServiceTitan dispatch configured with geo-clustering rules that auto-assign jobs by technician home zone and current location. Certification tags in ServiceTitan profiles ensure refrigerant and commercial jobs route only to qualified technicians. Auto-assignment logic fills the schedule each morning. A real-time utilization dashboard gives the dispatcher visual truck positions — manual overrides are always available.
Geo-clustering works in HVAC because service areas have geographic patterns a dispatcher cannot hold in their head at scale. The dashboard was not optional — without visibility, dispatchers override automation the moment they do not understand a decision. Human override capability was designed in from day one. Certification matching eliminated the liability risk of misassigned jobs, the hidden cost no one had quantified.
Take the 5-minute assessment to see if this type of project fits your situation — and which specialist is the right match.
Take the free assessmentFree · 5 minutes · No sales call required