Running a smooth dispatching arm can make or break a business, and no one knows this better than Cara, one of the owners of Kendall Performance & Repair, based out of Milan, IL. With over 10+ years of industry experience under her belt, Cara has worn every hat in the business - from dispatcher to dispatch manager to owner and beyond. In this third installment of our Service Provider Spotlight Series, she shares the daily challenges her dispatchers face and the solutions she's developed to keep operations running smoothly. Whether it's managing the active fleet or staying ahead of logistical hurdles, Cara's insights are a must-hear for any service provider, especially those just starting out or looking to optimize their dispatch operations and learn from someone who's been in this business for years.
1. Tools for Success: Centralized Team and Efficient Equipment
Dispatchers operate from a centralized location using multiple screens and multi-line headsets — a setup Cara highly recommends. The multiple screens allow dispatchers to track driver locations, monitor ETAs, and make real-time adjustments for optimal routing. Cara explains how the below setup provides her team with full visibility of where drivers are, ensuring seamless operations:
- One screen displays her team's map to track driver locations in real time, ensuring dispatchers know exactly where drivers are at all times.
- Simultaneously, her team will use another screen to display what they're working on (updating information, entering calls, using their portals, i.e.).
Multiline headsets are equally as crucial. Below are reasons why Cara will "never look back" after updating her tech:
- They're essential for managing high call volumes.
- They keep dispatchers hands-free to handle tasks and to maintain focus.
- They have the ability to answer multiple phone lines all at once.
In addition to these tools, safety is a key benefit. For Cara's team, "having the map up at all times," also means that she can always see where her drivers are and respond quickly as needed. For example, if a driver has been on a scene for longer than expected, her and her team can reach out, check in, and make sure everyone is safe and okay.
Click the video below to hear the full story.
2. Ongoing Training: Utilizing a Hands-on Approach
Training plays a central role in Kendall's success. New dispatchers undergo 2-4 weeks of immersive, hands-on training to ensure they're fully equipped to handle calls. An overlapping schedule ensures that less-experienced team members aren't left alone during busy periods, promoting a culture of collaborative learning.
Beyond initial training, Cara's team holds weekly and monthly meetings to address new challenges, review business updates, and fine-tune processes. "These meetings are critical for us," Cara shares. "We figure out where the problem lies, what needs to be addressed, and ensure our policies and procedures are clear so that dispatch knows what's going on."
Click the video below to hear the full story.
3. Problem-Solving: Resolving Issues with Effective Communication
One of the most common challenges dispatchers face is receiving incomplete or incorrect information about a job. Cara's team has found that calling each customer directly to gather details - like vehicle condition, the number of passengers, and any attached trailers - helps them overcome this hurdle. While dispatch details are only as good as the information provided by the customer, Cara takes on a proactive approach.
If customers aren't initially forthcoming, Cara finds that a simple prompt like, "we just need to know what's going on so we can give the driver a heads-up," often encourages them to share the necessary details, which helps save time and avoid confusion.
Cara also discusses the internal processes her team uses to optimize dispatch efficiency. By organizing jobs into low, medium, and critical priorities, they stay ahead of time constraints and ensure the right resources are deployed. For instance, handling situations internally - such as confirming the need for a tow versus a jumpstart - can save 2 to 3 hours, particularly in cases where drivers are called in to assist with accidents on interstates. She also notes that getting photos from customers, especially for complex jobs like winch-outs, allows her team to prepare properly, ensuring they bring the right equipment and drivers.
Communication is key. While Cara's team has found that communicating externally with customers is beneficial, the foundation of managing an active fleet starts with effective communication, internally.
Click the video below to hear the full story.
Cara's success is no coincidence - it's clear that her dedication to always putting the customer first has been key to her achievements. Her hands-on approach to dispatch management and constant communication with both her team and customers ensures that every call is handled with care. By prioritizing customer needs, Cara's business strategies are a blueprint for any service provider looking to succeed. Watch the full videos for more of her quick tips, and see how you can apply them to your daily operations.
Did you enjoy this content? Check out our spotlight on Luis, owner of Elite Towing and Recovery LLC, where he talks about his return to Agero's network after leaving several years ago and the positive impact it has had on his business Stay tuned, more spotlight series additions will be coming soon!
What is our Service Provider Spotlight Series? In our series, we aim to provide valuable peer-to-peer knowledge sharing by having you hear directly from other experienced service providers. This series will offer insights, best practices, and personal stories from providers within our network.
Marianna Lovo is an Engagement Marketing Specialist at Agero. She joined the team in 2023 and has helped build communication and marketing materials for Agero's Network Transformation Team. Prior to Agero, Marianna worked in a range of different sectors and brands under the marketing team from cybersecurity and EV to fashion and lifestyle. Marianna has a BA in Communications and Theater from Wake Forest University and an MBA from Boston University.