When companies consider outsourcing their dispatching, especially after-hours or night operations, the first question that often comes to mind is:
How does the outsourcing process actually work?
It’s natural to have some hesitations. After all, outsourcing means fully trusting another company to meet your standards and represent your business professionally. To ease those concerns, we’ve created this quick guide on how we onboard our clients and what you can expect when outsourcing your dispatch operations with us.
Step 1: Shadowing Your Current Operations
The first step in outsourcing your dispatch operations is through one-on-one shadowing. This allows us to get a clear understanding of how your current processes work. Occasionally, clients are pressed for time and may not have the capacity to offer a shadowing period, but those situations are rare.
Typically, shadowing is handled directly by Teodor (Ted) Stroie, the owner of Ninja Dispatch. Ted believes in taking a hands-on approach to fully immerse himself in your business operations. By doing this, he can identify which areas need optimization and determine the specific needs of your company. This level of involvement helps Ted match you with the most suitable dispatcher from our team, ensuring they align with your workflow and standards.
Step 2: Creating Standard Operating Procedures (SOP)
After a week of shadowing your operations, we are ready to begin taking over your dispatching. While we handle your dispatch needs, we simultaneously work on building a Standard Operating Procedure (SOP). This allows us to document your processes as we go, ensuring nothing is missed and that we adhere to the way your business operates.
The SOP is tailored to your specific needs and ensures our team follows your guidelines, with key sections covering:
- Communication protocols: How we communicate with your drivers, customers, and team.
- Problem-solving: How we address common issues, like delays or customer requests, using your preferred approach.
- Performance expectations: The quality and efficiency standards we maintain to match your operations.
- Software usage: Detailed instructions for using your TMS, ELD, or other systems.
This hands-on approach allows us to learn and optimize your processes in real time, making the transition to outsourced dispatching smooth and seamless. We’ll review the SOP with you to ensure it’s aligned with your expectations.
The SOP is a living document, meaning it evolves alongside your operations. As we continue working with your team, we’ll regularly update and refine the SOP to reflect any changes, improvements, or new challenges that arise. This ensures that our dispatch team is always aligned with your latest processes and expectations.
Best of all, these updates are free of charge to you as our client. We believe in maintaining flexibility and responsiveness to your needs without burdening you with extra costs. By keeping the SOP up to date, we ensure that your outsourced dispatch operations continue running smoothly, no matter how your business evolves.
Step 3: One-on-One Account Training
Once we’ve completed the shadowing and established your SOP, we begin one-on-one training for the dispatchers who will be handling your account.
We carefully select our dispatchers through a rigorous 3-stage interview process, focusing on their decision-making skills and technical expertise. Strong communication and professionalism are key qualities we look for, as these are the foundations of effective dispatching.
The training sessions are led by Ted Stroie and our Director of Operations, Ionut (John) Contu, to ensure each dispatcher fully understands your business and can seamlessly integrate into your operations.
After the 2-4 week training period, our dispatchers manage your account independently, but they always have a direct line to Ted and John. This relationship ensures that if any issues arise that can’t be resolved on the spot, they are quickly escalated.
Open and clear, concise communication is the most important aspect of outsourcing and dispatching alike. We take great pride in offering top-notch service to our clients.
Step 4: Manage, Maintain, and Grow When You’re Ready
At this stage, Ninja Dispatch has fully taken over your dispatching operations. We manage and oversee the dispatchers assigned to your shifts, carefully monitoring their performance to ensure everything runs smoothly. To maintain transparency and alignment, we hold monthly meetings with you to review operations, address any concerns, and make any necessary adjustments.
We also understand that as your business grows, your dispatching needs may expand. Many of our clients choose to add additional shifts over time, entrusting us with a greater share of their operations. Our service is designed to scale, offering the same high-quality service at a competitive market price, no matter how big your needs become.
By handling all aspects of dispatching, we free you up to focus on the core metrics of your business, allowing you to drive growth and efficiency while we take care of the logistics.
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Ready to take your dispatch operations to the next level? Outsource with Ninja Dispatch and let us handle the heavy lifting, while you focus on growing your business.
If you’re curious to learn more or have any questions, schedule a free consultation today, and let’s explore how we can streamline your after-hours and dispatch operations.
Click here to book your consultation or reach out to us at office@ninjadispatch.com.
We’re here to help!