A model day: an emergency at eight, a boiler installation at ten
A plumbing and heating company with five technicians. The day is planned, but an emergency comes in the morning. This is the same day in ServisBook.
7:30: the plan has been ready since yesterday
Every technician has their appointments in My day on the phone: an address that opens the map, the customer's phone number and a list of tasks. The dispatcher has the same plan on the board. Nobody copies the schedule onto paper.
8:05: a burst pipe in an apartment building
The building manager reports an emergency. In the “Who is free when” panel the dispatcher limits the search to today and the water skill. Nobody is free, so the decision is what gives way. The best candidate is an afternoon tap replacement that can be moved without harm.
8:10: the move and the emergency job
The dispatcher drags the tap replacement to Thursday and creates the emergency job in the freed slot. On save the app warns about any conflict and writes the move to the order's history together with the original date. The technician sees the change in My day.
8:15: a message to the customer with the moved date
The dispatcher sends the tap customer a client link. On it they see the new date and can confirm it or ask for a different one. Their response shows up in the office in the To resolve strip.
10:00: the boiler installation as planned
The gas boiler installation runs as agreed. During planning the filter offered it only to technicians with the gas skill, so a colleague without the qualification does not go just because they happened to be free.
16:00: a work report instead of an evening phone call
The technician finishes the work in My day, ticks off the tasks done and picks extra work from the catalogue. When the work was not finished, they choose Unfinished and the order stays open. The office sees it without calling round.