VEXERASYSTEMS

Vexera / Dispatch

Emergency calls shouldn't disappear into a message queue.

Vexera Dispatch manages the operational workflow behind emergency and after-hours calls — from intake and triage through technician dispatch, acknowledgement, escalation, incident logging and office follow-up.

Talk to VexeraSee how it works
  1. Call
  2. Triage
  3. Dispatch
  4. Acknowledge
  5. Escalate
  6. Document
  7. Follow up

The handoff problem

Taking the call is only the beginning.

Answering the call solves only the first part of the problem.

  • Someone needs to determine what happens next.
  • The correct on-call person needs to be contacted.
  • Someone needs to know whether they responded.
  • If they don't respond, the incident needs to escalate.
  • The office needs a record of what happened.

Dispatch is built around that entire chain.

Start with the call

The workflow can begin with the conversation.

Vexera Dispatch can provide automated inbound call handling for emergency and after-hours conversations: gathering the required caller and service information, applying your organization's triage process and initiating the appropriate Dispatch workflow.

The incoming conversation can be part of the same operational system — connected to technician response, acknowledgement, escalation, documentation and office follow-up.

Dispatch can support Vexera-managed call handling or fit alongside an organization's existing communications workflow, depending on the implementation.

How Dispatch works

From incoming call to accountable response.

Emergency rules, responsibility and escalation paths are configured around your organization's process.

  1. 01

    Intake

    Capture the caller, callback number, service location and required incident information.

  2. 02

    Triage

    Apply the organization's emergency rules and determine the appropriate workflow.

  3. 03

    Dispatch

    Identify the scheduled on-call technician or responsible employee and send the incident.

  4. 04

    Acknowledge

    Track whether the assigned person accepts the incident.

  5. 05

    Escalate

    If acknowledgement does not occur, continue through the configured escalation path.

  6. 06

    Document

    Maintain the incident record and escalation history.

  7. 07

    Follow up

    Surface the appropriate information to office staff for the next business action.

Operations portal

Know what's happening without chasing people for updates.

Vexera Dispatch dashboard showing active incidents, office follow-ups, completed incidents, escalations and current on-call coverage.
Operations portalView full-size screenshot
  • Active incidents
  • Completed incidents
  • Escalation visibility
  • On-call coverage
  • Office follow-ups
  • Acknowledgement status

Response accountability

Sending an alert isn't the same as knowing someone responded.

Dispatch tracks acknowledgement after an incident is sent, so the operational record includes whether the assigned person has accepted it.

If they do not acknowledge within the configured workflow, Dispatch can continue through an escalation path to additional responsible contacts.

An example escalation path
  1. On-call technician
    No acknowledgement
  2. Escalation contact
    No acknowledgement
  3. Next escalation

Contacts and escalation rules follow your configured process.

An incident, not just a message.

Classification, acknowledgement, technician assignment and service information stay together in the incident record, with the dispatch team's responsibilities in view.

Vexera Dispatch incident showing critical priority, acknowledged status, assigned technician, branch, coverage area, received time, service request, caller and callback information, service address and dispatch team.
Incident details and dispatch responsibilityView full-size screenshot

Coverage

The workflow should know who's responsible before the phone rings.

On-Call Scheduler

Manage employees, roles, coverage areas and on-call schedules in Vexera Dispatch. Coverage windows connect each incident to the responsible technician, escalation manager and senior escalation contact.

Vexera Dispatch On-Call Scheduler showing active and upcoming schedule counts, coverage window and area, technician, manager and senior escalation responsibility.
On-Call SchedulerView full-size screenshot

The next business day

Emergency handling shouldn't create an information gap for the office.

Incidents and non-emergency items can generate appropriate office follow-up, giving staff a record of what happened and what requires attention.

Operational records help preserve continuity between after-hours activity and normal business operations, so the next business action can start with the right context.

After-hours activityIncident recordOffice follow-up

Who it's for

Built for businesses where someone has to answer after hours.

Dispatch is most relevant where urgent calls require a defined response path rather than simply taking a message — particularly service organizations with employees or technicians on call.

  • Pest Control
  • HVAC
  • Plumbing
  • Electrical
  • Restoration
  • Property Management
  • Elevator & Field Service
  • Other On-Call Operations

Your workflow

Your escalation process shouldn't have to fit somebody else's template.

Vexera works with organizations to configure Dispatch around their operational requirements. Together, we define the process and configuration scope for your implementation.

  • Emergency qualification
  • Information collected
  • On-call responsibility
  • Acknowledgement workflow
  • Escalation structure
  • Office follow-up

Vexera Systems

Dispatch is one part of what we're building.

Vexera Dispatch is part of a growing portfolio of Vexera software focused on operations, communication and performance.

VEXERA / DISPATCHVEXERA / COACH

Let's talk about your after-hours operation.

If emergency calls involve technicians, escalation paths and office follow-up, we'd like to understand how your current process works.

Talk to Vexera