What is Dispatch Management? Why is it More Necessary Than Ever?

keyKey Takeaways:

  • The process of coordinating and maximizing the delivery of goods or services to clients is known as dispatch management.
  • Effective dispatch management requires real-time visibility into resources and orders.
  • The dispatch procedure can be streamlined and automated with the aid of dispatch management software.
  • For sectors including transportation, logistics, and field services, dispatch management is crucial.

Do you know what happens after you make a request for service?

Who makes the decisions, how is a technician has chosen, and who estimates the route, travel duration, and traffic patterns?

The operation that takes place prior to your field service workers arriving on location is known as dispatch management.

Let’s understand what dispatch management is, how an effective dispatch process works, and why you need it for your business growth.

What Is Dispatch Management?

Dispatch management is the process through which your business or organization manages, allocates, and monitors deliveries and service calls.

It plays a critical role in ensuring the entire delivery process runs smoothly, helping your business meet customer expectations. Dispatch management is a multi-step process that connects suppliers of goods or service providers to customers. For instance, if you call for emergency services such as 911 or a fire brigade, a dispatcher will attend and respond quickly.

While they are speaking with you, they will be notifying the appropriate teams, track down the closest ambulance or police enforcement in your location, and route them to your address.

It is evident that efficient dispatch management is imperative in times of emergency. However, while it is not a life-or-death issue in delivery industries, it is still vital.

Are you wondering how? We will go over that in greater detail later in this blog.

Also, let’s address the truth: Several customers might make it appear incredibly urgent when it comes to their shipment orders.

What Is Dispatch Management

Whatever products you are shipping, you want to ensure they are optimized routes and their progress is tracked correctly and efficiently, leading to cost savings. Therefore, dispatch management is a critical factor in the success of shipping companies, ensuring the effective resource utilization.

Now that you understand what dispatch management is essential, let’s get to the details of why is dispatch management important.

Importance of Dispatch Management

You might ponder why you should dedicate more time to and invest more resources in dispatch management. Since you already have a well-managed delivery process, aside from a few dissatisfied consumers, you have everything else under control.

However, with growing customer expectations and other emerging trends, efficient dispatch operations are more important than ever for your company’s growth.

Here are a few of the top reasons:

1. The Demand for Same-Day Delivery

In the United States, the use of same-day delivery grew between 2020 and 2021, with delivery times becoming a critical factor for success. This was more common for orders dispatched by web-only retailers and less frequent for those delivered by store-based merchants.

According to a statistic, in 2020, 24 percent of US online buyers have chosen same-day delivery services for orders from exclusively online retailers. By February 2021, the percentage had risen to 36%.

As a result, not only do more customer requests same-day delivery services, but more field service businesses are offering it now more than ever before. Therefore, to be competitive, you must be able to respond quickly. 

Running a fast delivery business requires effective dispatch management for the smooth process of delivery operations, ensuring efficient routes and reducing costs. It is also critical for field service businesses to be able to schedule skilled workers for last-minute service calls.

2. High Customer Expectations

According to one study, more than 70% of shoppers identify convenience and free delivery as their top reasons for shopping online.

Consumers expect online orders to be dispatched and delivered to their doorstep as soon as possible. Yet, as the demand for online orders grows, the strains on package shipping and delivery companies have increased.

The desire for same-day delivery cannot be emphasized; unfortunately, most merchants fall short of this expectation, with just slightly more than half (50%) offering same-day shipping.

When this data is compared to the fact that over 75% of consumers expect and want same-day shipping, there is a substantial disparity.

Another survey of more than 1,500 customers found that 98% agree that shipping has an effect on brand loyalty and that 84 percent are reluctant to return after just one unpleasant customer experience. 

There has been an increase of 34 percent since 2017.

As a result, if you want to retain customers, improve customer satisfaction, and thrive in the digital age, you cannot afford to make mistakes that slow down your dispatch process.

3. Lower Profit Rate Due to Competitive Industry

There are thousands of other larger companies that provide the same products and services as your business. And the struggle for making customers happy and getting their positive reviews can be challenging.

This competitiveness has significantly lowered your company’s market share and profit margins. As a result, spending all of your revenues on delivery will be counterproductive.

Fortunately, an advanced dispatch optimization system can help you in optimizing your routes and lowering delivery costs. It will do so by guaranteeing that you have fewer fleets of vehicles on the road and do not need to recruit more drivers.

4. Increase in Driver dropout Rates

Increase in Driver dropout Rates

According to sources, industry startups acknowledge that the annual attrition of delivery drivers varies between 35 and 50 percent, creating a roadblock for the $1.5 billion online logistics industry.

Employee turnover (simply to replace them) can cost anywhere from 16 percent to 20 percent of their annual wages.

However, this does not include all of the indirect expenditures, such as:

  • Ramp-up time
  • Lost productivity
  • Larger impact on the performance of your entire team

Most importantly, businesses frequently neglect how dissatisfied delivery drivers reflect negatively on their brand. For any delivery business, the fleet’s capacity is practically the image of the company and the only genuine face-to-face interaction their consumers have.

A robust dispatch management system for your fleet’s capacity addresses all of the concerns that can result in the loss of exceptional staff.

It assists you in identifying good drivers, rewarding or promoting them, and retaining them for as long as feasible. It also makes your drivers’ tasks easier and more satisfying. This can be accomplished by optimizing timeframes and ensuring balanced workloads.

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Since we have covered why is dispatch management important, let’s get to know some of its top benefits.

Benefits of Dispatch Management

Here’s a listicle of top benefits that explain why is dispatch management important:

1. Find the Most Optimal Routes for Delivery

A dispatch management software, crucial for businesses of all sizes, including small business, allows you to generate efficient routes for your delivery operations quickly and automatically.

You can choose to consider a lot of factors that would make planning routes impossible manually. These are as follows:

  • Number of stops
  • Delivery vehicle capacity
  • Available delivery drivers
  • Different delivery time window estimates that have been promised to customers

Delivery dispatch management tool can optimize routes according to real-time conditions such as traffic jams or weather changes. They can also immediately notify multiple drivers, dispatch centers, and fleet managers by sending notification alerts.

2. Reduce Unnecessary Costs of Delivery Operations

Well-planned and optimized routes can help you lower fuel costs and save drivers time on the road. Here’s how it works:

Effective dispatch management not only increases efficiency by planning the most effective and optimal routes but also reduces unnecessary costs. This is because fastest route result in drivers spending less travel time, resulting in lower fuel consumption.

For instance, with the powerful auto-dispatch features of dispatch management software, dispatch managers can establish rules to automatically assign deliveries to hundreds of drivers at the appropriate times.

When delivery drivers are dispatched, they will be given a clear set of instructions that will tell them exactly where to go and when. They will also be aided with a visual route and any other instructions they will need along the way.

3. Increased Customer Satisfaction

Increased Customer Satisfaction

You would like to know the whereabouts of your delivery drivers when they are out on the road. Customers, too, want to know where their shipments are once they are on their way.

Advanced trucking dispatch software can help both you and your customers with its driver tracking handy feature and provide real-time data on delivery drivers’ whereabouts. This allows you to easily monitor drivers’ routes while customers would receive accurate details of the estimated delivery time windows.

For instance, if one of your drivers is delayed for some unforeseen circumstance, both your company and the impacted consumers will be notified in real-time. The additional time will be added to the existing delivery ETAs, assisting in the management of ever-increasing customer expectations. 

This can also help to lower the number of support calls received by your dispatch centers. Customers can self-serve their way to the information they require.

All of the above remarkable benefits can be achieved with dispatch management solution. Still unsure how?

Below is explained how dispatch management systems can help shipping companies to maximize efficiency of their day-to-day field service operations.

How a Dispatch Management Software Can Help Increase Efficiency and Optimization

A good dispatch software offers a seamless delivery process from beginning to end, making everyone’s job easier, including your fleet managers and delivery drivers. This results in increased efficiency, happier customers, happier workforces, and, of course, higher profit margins.

For instance, robust dispatch software can help in planning the most effective driver routes for on-time deliveries and ensuring that there are no mix-ups. That way, you don’t mix deliveries of multiple drivers.

A digital trucking dispatch software is an efficient solution that can:

  • Assign tasks to workforces with automation
  • Provide you with detailed reports of the day-to-day operations of your business
  • Send alerts of delivery ETAs to your customers
  • Assist in field service maintenance

With the help of trucking dispatch software, multiple drivers can be more efficient and scale operations. You also have a general idea of your dispatch scheduling at any given time and know the whereabouts of your drivers in real-time.

Dispatch software includes a GPS driver tracking capability as a part of driver management that allows you to see where the driver is going and instantly navigate to it.

Dispatch management software increases field service business efficiency by allowing for the following:

  • Bulk import of multiple orders
  • Automated route optimization
  • Administration of complex schedules 
  • Ability to make last-minute updates to orders

All of this information doesn’t even begin to cover the functions and benefits of a reliable and robust dispatch management software.

There is so much more to it. If you want to know, we will lead you to efficient dispatch software right away.

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The dispatch process is the method of assigning productive activities by distributing orders and relevant instructions at pre-determined times and in the sequence of operations reflected in route optimization sheets and loading schedules.

The main responsibilities of sending a dispatch include determining priority, ensuring proper sequence, providing instructions, and supervising the procedure to enhance resource allocation and reduce costs.

A bachelor’s degree in business administration or logistics management and experience in workflow management or supply chain logistics are required for a position as a dispatch manager. You must have good organizational skills, a technical mindset, and excellent communication and leadership qualities.

When there are two terms for the same thing, it is easy for us to make one signify something slightly different than the other. As a result, dispatch becomes a noun that means ‘speed and energy’ and despatch becomes a verb that means ‘to send off with speed and energy.

It means that your shipment has left the firm where it was created or manufactured and is on its way to you. It is the stage that comes after assembling, producing, or putting something together. The order is then routed to mailing or shipping companies.

Receiving orders and then processing and fulfilling them are the three stages of the shipping process. These stages have an impact on how fast and accurately you can prepare a customer order and dispatch it to its final destination.


A shipping company’s efficiency depends on its dispatch and delivery processes. Through this blog, we have learned the importance and benefits of dispatch management that can benefit any business in making informed decisions in the longer run.

The question is, do you want to increase the number of deliveries by sending more routes to drivers? Then Upper Route Planner is the answer.

A delivery dispatch management software that automates driver management and delivery operations. Upper’s one-click dispatch feature sends the driver delivery routes with one click. This allows the drivers to access the route and start their day, and contribute to significant savings in fuel costs.

Book a demo today to experience the benefits of Upper Route Planner and enhance your supply chain operations.

Author Bio
Rakesh Patel
Rakesh Patel

Rakesh Patel, author of two defining books on reverse geotagging, is a trusted authority in routing and logistics. His innovative solutions at Upper Route Planner have simplified logistics for businesses across the board. A thought leader in the field, Rakesh's insights are shaping the future of modern-day logistics, making him your go-to expert for all things route optimization. Read more.