The lights never go out in a hospital, and emergency medication needs don’t stop for Christmas. Because of this, medical couriers are needed 24 hours a day, 365 days a year. A reliable service will be able to move what needs to be moved in a timely manner, provide effective and efficient communication, and in the end improve the patient care experience.
Challenges of 24/7 Service
The challenge of providing 24 hour service effectively is that it requires scale. There have to be enough deliveries to maintain the network of drivers and to pay for the live dispatchers. Plenty of companies will try to do it with technology, but they spread themselves too thin. Imagine a dispatcher a thousand miles away trying to coordinate a driver they have never met through a hospital they have never seen.
To deliver around the clock service right requires 24/7 live dispatchers, a network of dedicated drivers, and local experience. If any of those pieces are missing, deliveries will fall through the cracks and patient care will suffer.
24/7 Live Dispatch
At Am-Tran, 24/7 live dispatch means not only that our operation is open at all times, but also that anyone can speak directly with a customer service representative at any hour of the day or night. Our team is there, on the phone, whenever you really need them. To us, the only difference between 2am and 2pm is the location of the sun.
“24/7 live dispatch has been part of our business model from the start,” says Jim, Am-Tran President. “We know it’s important to our customers and it's something we work hard to maintain and perfect.”
Why we offer 24/7 live dispatch
The needs of our customers don’t stop at 5pm, so we don’t either. Our customers don’t need to hurry to get an order in before we close or wait to discuss a job until we open. At all times—24 hours a day, 7 days a week—you can reliably count on Am-Tran to answer the phone.
"Being available at any hour is important for building trust with our customers,” says Am-Tran after hours dispatcher, Andrea Acevedo. “We reassure them that we’re here to help at any hour they might need. That any employee's need or concern can be answered at any hour.”
Who answers the phone?
Equally important are the people who answer the phone. This is not a call center. The people answering the phones are local Am-Tran employees. They are intimately familiar with our service areas and can provide immediate help with pickups, deliveries, and most everything else. They can tell you where a driver is and when they’re expected to arrive; they can tell you when and where a package was delivered and provide a photo for reference.
“I oversee it all at night,” says Andrea. “Tracking drivers, ensuring accurate communication with clients and drivers, providing navigation assistance, handling updates or last minute changes, and occasionally following up with customers. I also conduct audits and monitor morning routes to ensure timely departures.”
24 Hour Coverage at Am-Tran
Am-Tran provides 24 hour coverage throughout the greater San Francisco Bay Area. It has a network of dedicated drivers that service dozens of hospitals, laboratories and pharmacies in the area. It has the scale to maintain a team of drivers and dispatchers who know our customers, and who have the experience to meet their needs securely and reliably.