Aura Business gives the dispatcher a live board of open service calls ordered by priority and SLA clock, matches each to an engineer by skill and location, builds the day's route, and lets a call be reassigned when the morning changes.
Service dispatch software is the allocation screen. Every open service call sits on it, ordered by priority and by how much SLA time is left, with the customer, the asset, the fault reported and whether the device is under warranty or contract already attached. The dispatcher picks an engineer and the job lands on that engineer's mobile app.
In Aura Business this is the Technician Dispatch module in the Field Service suite, sitting between call intake and the mobile job card. It matters because the dispatcher is making the same decision forty times a morning, and the cost of getting it wrong is a wasted journey or a breached contract.
The dispatcher who works from memory knows the engineers well and the calls badly, or the other way round. Neither is enough by nine in the morning.
Some calls came by phone, some by WhatsApp, some through a rep, and none of them are in the same place.
The loudest customer gets the engineer while a contract nearing SLA breach waits.
Someone who has never worked on that model drives across the city and comes back without fixing it.
Two engineers cross each other because nobody looked at the calls by location.
A call is handed to another engineer over the phone and the original notes never arrive with it.
At three in the afternoon the dispatcher is calling engineers to ask whether they are free.
Breakdown logged against the customer and the serial number, with the fault reported.
The asset register shows warranty, AMC or CMC status before anyone is sent.
The contract's response time starts the clock and sets the call's place in the queue.
Allocated on skill for that equipment, current location and today's load.
The engineer's calls for the day are sequenced so the travel makes sense.
The assignment appears on the mobile app with the asset's service history.
A call can move to another engineer carrying its notes, clock and history.
Workflow: Open calls are already ranked by SLA time left, and each one shows the equipment, the location and whether it is under contract.
Result: The board is cleared before the engineers leave home.
Workflow: A ventilator call is matched to an engineer trained on that line rather than whoever is nearest.
Result: Fewer second visits for the same fault.
Workflow: The route view shows both hospitals on the same side of the city and puts them on one engineer's day.
Result: Less travel, more calls closed.
Workflow: One engineer's calls are reassigned in bulk, each carrying its notes, history and remaining SLA time.
Result: Customers do not repeat themselves to a new engineer.
Breakdown calls from hospitals with contractual response times.
Analyser downtime where the lab cannot report results.
Machine breakdowns across plants and sites.
Lift, HVAC and fire system callouts.
Engineers with different skills across several manufacturers.
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Yes. GPS and field tracking shows engineer location during working hours, and check-in happens against the customer site, so allocation can take the current position into account.
Yes. Skill-based technician allocation lets you record which engineers work on which equipment lines, so a specialised call is not given to the nearest available person by default.
The job appears in the mobile app with the customer, site, asset and serial number, the fault reported, the cover status and the previous service history for that machine. See mobile job cards.
Yes. Reassignment keeps the call's notes, attachments, SLA clock and history, so the new engineer starts with everything the first one had.
Each contract carries its own response and resolution times. The clock on a call orders the board and flags calls approaching breach. See SLA management.
Yes. The engineer can complete the job card offline inside a basement or a shielded room and it syncs when the phone reconnects.
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Founder-led · Chennai, India · Built and supported by the person who wrote it