SmartDispatch offers a full range of computer dispatch programs. Our SmartDispatch Professional product is a computer assisted voice dispatch program. This can be upgraded to include a pager dispatch module, cell phone module, or a fully automated call taking (IVR) module. This can then be adapted to our data dispatch which employs mobile data terminals (MDT) in the cabs and fully computerizes the dispatch function.
Trusted and affordable business software solutions.
One of the most important components of a taxi company’s operations is its dispatching system. SmartDispatch Professional Edition coordinates logistics associated with call taking, order entry, passenger pickups, driver cashiering, and more.
Traditionally, taxi companies have relied on radio dispatchers and call takers for these tasks. However, economies of scale and technology have made taxi dispatch software systems very affordable. In fact a full system will cost less than a gallon of gas per day, per vehicle for a complete system.
Listed below is an in depth look at all standard features of the SmartDispatch Professional Edition software.
Standard Features
The SmartDispatch Professional Edition program includes the following essential functions call taking, dispatching, and management modules.
CALL TAKING
SmartDispatch systems are designed to put a world of customer information at the fingertips of order takers. This allows for greater speed and accuracy throughout the order taking process.
The call taking module allows orders to be entered by phone number. If the customer is a first time caller, their street address will be zoned according to the zones preset in your files. Similarly a public place file can also be established for common public places. If the caller is a repeat caller, the address will appear when the phone number is entered. In addition, the spelling corrector and number range corrector will help your operators achieve a high level of accuracy during order entry.
The phone operators can send messages to dispatch such as call back, cancel, etc. and can send an order back for re-dispatch. There is a destination menu of up to ten (10) separate destinations from that address which build up over time and save keystrokes for the call taker. The RateMaker feature is used to estimate fares based on latitude/longitude of pickup and destination.
Call Back Detection
SmartDispatch systems are equipped with a call back detection feature that shows the status of the current and recently dispatched orders. This includes an entry for time of order and status of vehicle number dispatched, or if no vehicle has been sent, the system ensures that the order remains open.
Messaging Module
SmartDispatch systems are equipped with a message feature that works like electronic mail. This function allows messages to be sent to, and received from, co-workers and management. With the SmartDispatch Wireless Messaging solutions, messages can also be sent automatically to agents and drivers.
DISPATCHING
SmartDispatch systems provide dispatchers an array of tools to improve the quality of order information and the speed in which orders are processed.
Features include
· Color aging of orders on-screen
· Automatic call matching
· Vehicle logging screen to enter unit numbers into their respective zones
· Easy look up for repeating dispatched orders
· Many other features
Automated Call Matching
SmartDispatch systems allow units to register zones in on the vehicle logging module. The Automated Call Matching feature allows the computer to search a unit, based on the location of an order. If a match is made, the order will appear on the screen with a unit number already assigned to it.
Caller-ID interface
To streamline the phone answering process, Caller-ID can be interfaced (if available in your area) into our system so that there is no need to ask the Customer's phone number, but instead it will appear, along with the address and special instructions if a repeat caller. Caller-ID can be merged into the automated call taking module(s) to make those modules work on a very easy and forgiving basis for your customers. Certain factors, such as the type of phone system you currently have will affect whether this item can be implemented.
Vehicle Logging
The vehicle logging is a listing of cabs on a stand or in a zone. The unit number and the zone the unit is in will appear in a box to the right of the driver number field, along with the number (position) in that zone and the number of the head up (first) cab in that zone. When an order is assigned to that cab, the computer will automatically delete the number from the vehicle logging.
ETA Automation
The ETA screen allows dispatchers to alert call takers to the time range estimated for order pickup. This can be programmed by zone or by town. It can also be grouped so that multiple listings can be changed with just one entry. The ETA's listed in the screen are presented as a range of time by minutes. In zones or towns where service is thin, the designation ASK is listed, alerting the call taker to ask the dispatcher if an incoming order should be taken.
MANAGEMENT MODULE
This module can generate a wide variety of management reports, including:
- Total order counts
- Orders by zone and time
- Cancellations
- Average dispatch time
- Specific dispatch time per order
- Productivity of call takers
- Managers can set system parameters (such as color aging of calls) and suspend vehicles or lift suspensions, along with unit and driver file management.
Vehicle Status & Control
With the vehicle status & control screen it is possible to track the current status of all units or track detailed information from each unit individually.
Vehicle/Driver Suspension
SmartDispatch systems allow you to suspend a vehicle, so that vehicle's cab numbers cannot accept orders on the dispatch screen. It also provides fields for why the driver was suspended and an additional message field.
Customer Billing/Charge ticket processing
Orders can be designated as charges for packages or people, and accounts set up for billing and establishing flat rates for deliveries or rides. Driver payout totals can also be generated. The rates can be edited for variable rates between the driver payout (or credit) and the customer billing rate
Optional Upgrades
Pager dispatch module
Drivers purchase a Motorola Advisor display pager or any alphanumeric pager. Then (generally for an extra fee changed the driver) he or she can receive the full text of their orders on the pager, as well as standard numeric paging. The cab company (dispatch service) must contract with a pager network to send messages through. Airtime costs should be no more than ten (10) dollars per month per unit, and as low as six (6) dollars. Often airtime costs can be obtained for free through a trade for on-car or in-car advertising. Messages generally reach the drivers in 20-50 seconds.
Cell phone dispatch module
Drivers can opt to purchase a Motorola cell phone with the iDEN technology from Nextel. The cell phone dispatching module will include a SmartDispatch developed Java application which can connect to a Centrodyne smart meter for credit card processing and printing. This Java based application will interface with the Nextel Motorola cell phone and provide a driver with a wealth of options including meter on/off functions, secure driver login, and other key functions that are available with the full data dispatch module.
Full data dispatch module
Mobile data terminals (MDT) (from several manufactures) can be installed in the taxis. These allow the drivers to go into and out of service, register into zones, and receive calls. They acknowledge the orders and then when they turn on their meters a "meter on" and later a "meter off" message is sent. With the full implementation of this system, true dispatch functions are reduced by over ninety (90) percent (%), freeing the dispatcher for call taking, helping drivers, etc. GPS and credit card processing are optional features.
Driver cashiering module
A flexible, open program for driver cashiering is available, which sends all driver charge ticket information to the driver holding accounts for crediting their daily/weekly payments for leases or dispatch fees.
Automated call taking module (Small IVR system)
Customers such as restaurants, bars, and hotels can call into a certain phone number you set up, hear a brief greeting and readout of either a PIN number or location address. Then press one (1) and hang up. The order will instantly appear on the dispatch screen.
Automated call taking module (Full IVR system)
Customers call in, hear a greeting, enter their phone number, or have a read of their phone number if you have a Caller-ID interface, hear a location read back, and press one (1) to send their order to dispatch, all in four or five seconds. If more information is needed on the order, they can add other information into the order, such as pick-up time (including future days), smoking or non-smoking cabs, specific cab requests, station wagon requests, etc. Then they can either send the order directly to dispatch or listen to a full read back before sending it. If the caller has no previous phone record established, they will be routed to a live operator. Options such as a Spanish language version may be added. Many taxi companies have been using the system in the past few years and processes about twenty-five (25) percent (%) of their total daily call count through to dispatch without the human intervention (or costs) of a call taker.
SmartDispatch Standard Edition – consists of the following key features
- Real-time vehicle tracking
- Vehicle monitoring (distance traveled and/or time interval)
- Geofencing of the operating zones
- Digital mapping of vehicles
- Playback of vehicle routes
- System management
- Multi-monitor support i.e. mapping, vehicle status screen, vehicle control screen, management report screen.
- Real-time reports generation
- Wireless Data Integration
- Cellular network (GSM – GPRS/EDGE)
- VHF/UHF two-way radio system
GPS Software Interface – Dispatching Purposes
The SmartDispatch GPS software interface includes important features such as zone verification of drivers before the dispatching of orders. This added layer to the call matching algorithm will provide the customer prompt service, and the dispatching center an increased level accuracy of order matching. Other notable features include the ability to geo-fence each zone from a center point with a specified radius from within the SmartDispatch management screen.
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