Organization of a dispatch service for the provision of services. How to open a taxi service in the form of an individual entrepreneur

I wanted to say this. We started working with you and we liked the beginning. I liked that you take into account our needs, that you are flexible, you were able to adapt to us, that you do not forget us, although you probably have other work. We really like it. So I really wouldn’t want to lose it. I strongly ask you to continue to maintain the same attitude towards us and I really hope that these are not the only ones Nice words addressed to you personally and your company, which I will say during my cooperation with you.

Shirobokov A.V.

CEO Favorit Motors Group LLC

The SKODA Autoprague dealership expresses gratitude to the outsourcing contact center Digital Technologies LLC for providing services in the field of outbound telemarketing.
We have been cooperating with the Digital Technologies contact center since 2018; during the work, the tasks assigned to the call center were completed successfully and on time. We look forward to further cooperation. We express our gratitude to the employees of Digital Technologies LLC, including manager Lyudmila Yarullina, for their professionalism and excellent work!

The Digital Technologies company has been supporting customers of the IRBIS gas station network on loyalty program issues for more than 3 years. The partner’s responsibilities include consultations on registering loyalty cards, informing about discounts, promotions, and sweepstakes. The contact center successfully copes with the assigned tasks - we are satisfied with the results of the work.

Several times our company carried out quality checks of consultations using secret calls, as well as listening to recordings of telephone conversations with clients. The call center employees are correct and polite.

With the help of Digital Technologies LLC, we were able to optimize the company’s costs; we thank the contact center team for their cooperation.

The Digital Technologies call center receives and processes incoming calls from our clients. During the entire period of collaboration, the company demonstrated its ability to take a responsible approach to assigned tasks and promptly resolve emerging issues.

Thanks to the professionalism, high resistance to stress, willingness to solve non-standard problems and good psychological preparation of the call center employees of Digital Technologies LLC, we managed to improve the quality of service and increase customer loyalty. During our cooperation, the Digital Technologies company has established itself as a reliable and responsible business partner. We look forward to our further fruitful cooperation.

We have been working with the Digital Technologies call center for approximately 1.5 years. On behalf of the Megapolis group of companies, I would like to express my gratitude for the high-quality, uninterrupted work. To this day, we interact with the contact center for quality control of services and maintenance in the Megaland network of children's amusement parks.

Operators conduct daily surveys of children's park visitors, assigning quality ratings and recording feedback on the quality of work of park employees. Thanks to contact center monitoring, we have the opportunity to increase the level of guest loyalty and become better. Thank you for the comfortable cooperation.

Everyone knows that the dispatch service is the heart of logistics and transport business, but organizing a dispatch service that is competently and organically integrated into the structure of an automobile enterprise or delivery service is not easy. The information risks and technical costs characteristic of such non-core assets are too high. Secondary tasks tend to absorb the main one.

When all aspiring entrepreneurs hear the phrase dispatch service, they certainly have associations with a taxi service. But the possibilities of the dispatch business are much wider. Don't believe me? See for yourself.

He who owns information rules the world

This classic saying from the time of the Roman Caesars has not lost its relevance today.

The business of road carriers is complex and multifaceted. Acquiring a vehicle fleet, rolling stock, hiring qualified and responsible personnel, organizing a repair zone, interacting with permanent road workers - valiant employees of the state traffic inspectorate, takes a lot of effort and almost all the time. The most important thing is to find clients, communicate with them, information support cargo and the formation of a client base as a single whole, there is no longer any time or energy left. This is where a competent dispatcher comes to the rescue, who, for a certain monetary reward, takes on a considerable part of the work with the client.

As practice shows, in currently Since then, independent dispatch services have been actively working in the field of passenger transportation, intercity transportation, and cargo transportation by medium- and large-tonnage transport. The scope of services for organizing the delivery of building materials to the site, services of sewage disposal vehicles, earth-moving equipment, vehicles with crane-manipulator installations, vehicles with dump bodies are poorly and insufficiently covered by independent dispatchers. It is this area of ​​activity that is promising and worthy of attention.

The benefits and pitfalls of the dispatch business

Let's start with the pleasant things. What positive aspects can be highlighted when organizing dispatch services?

• extremely small initial starting capital
• it is not necessary to have a separate office space. In many cases, it is quite enough to start working from home, at least initially. Required condition is the presence of sustainable telephone communication and the Internet
• it is quite possible to do without hired workers, especially during the formation and development of a business. Subsequently, employees can be actively motivated by progressive wages, which will directly depend on the effectiveness of their work in searching for information and attracting clients
• fairly simple accounting of processed information and control over hired personnel
• the fundamental impossibility of monopolizing the dispatch services sector and preventing regulatory and other administrative bodies from interfering with their work
• flexible work schedule

In addition to the positive aspects, it is necessary to note the presence of fundamental difficulties in the provision of dispatch services.

It must be said that the dispatch business entails a number of complex and difficult to overcome issues.

• To organize cargo transportation over short distances, you need a thorough knowledge of not only the city and nearby suburbs, but also the features of internal passages and restrictions on weight and size indicators. That is, along a route where it will pass without problems a car, truck passage may be impossible in principle
• For efficient work it is necessary to have a sufficient understanding of technical specifications cargo and special equipment, features of its operation and application
• quite high costs for aggressive advertising company, without which it is almost impossible to develop an extensive and stable customer base in a short time
• It’s not easy to accurately calculate the cost of an order in a short time and promptly provide a specific type of transport or special equipment for it

How much will a dispatcher earn?

Let's move on to calculating the profitability of the dispatch service for organizing freight transport and special equipment services.

We assume that the work is done at home, without renting office space or hiring employees.

The cost of a standard hour of operation of earthmoving equipment such as a JCB-3CX, Komatsu WB-93R backhoe loader is about 2000-2500 rubles. At the same time, the minimum order is 3 hours of work plus the cost of delivering equipment to the customer’s site. As we can see, the spread of the cost of a standard hour is quite large and amounts to 500 rubles.

Approximately the same rental cost should apply to heavy-duty dump trucks, with a body volume of over 12 cubic meters, and to lifting equipment.

There is a fairly small price range for small-sized earth-moving equipment and sewage disposal machines with a vacuum barrel volume of no more than 4,500 liters. This should definitely be taken into account when planning and processing orders.

It should be noted that many equipment owners willingly cooperate with dispatchers and provide them with a discount that can reach a significant 15%.

The main cost item for a businessman dispatcher is advertising costs. The bulk free resources is not effective. The cost of a monthly package of targeted advertising content is approximately 7-9 thousand rubles. From the experience of dispatch services, the effectiveness of advertising during the peak season construction work can reach 40%.

Having client base from regular customers from among foremen, owners of production workshops building materials, it is quite possible for owners of sites for transshipment of bulk materials to process from 80 orders per month during peak periods from April to October of the calendar year, with an average profitability of one order of 200 rubles.

There are known cases when individual- entrepreneur, working at home in individually was able to complete 780 orders within a calendar month.

Thus, the organization of a dispatch service for the provision of services trucks and special equipment is a very promising area of ​​activity for active, erudite people with a certain amount of technical knowledge.

" № 3/2017

Which OKVED code should be selected and recorded in the Unified State Register of Legal Entities if an organization (individual entrepreneur) plans to engage in activities related to the provision of dispatch services?

Information about what types of activities an organization (IP) plans to engage in is reflected in the Unified State Register of Legal Entities (USRIP) by recording codes in it according to the All-Russian Classifier of Types economic activity(subclause “p” clause 1, subclause “o” clause 2 art. 5 Federal Law dated 08.08.2001 No. 129-FZ “On state registration legal entities and individual entrepreneurs"). Since July 11, 2016, classification and coding of types of economic activities declared by business entities during state registration are carried out using OKVED 2 (Letter of the Federal Tax Service of the Russian Federation dated June 24, 2016 No. GD-4-14/11306@). Information entered into the registers before the specified date is brought into compliance with OKVED 2 automatically using transition keys developed by the Ministry of Economic Development (Letter of the Federal Tax Service of the Russian Federation dated April 3, 2017 No. GD-4-14/6096@). If an already registered organization (IP) decides to engage in entrepreneurial activity, information about which is missing in the register, about the beginning new activity The tax authority must be notified within three working days (Clause 5, Article 5 of Federal Law No. 129-FZ).

Now about choosing a code according to OKVED 2. Clause 9 of the regulation, approved by Decree of the Government of the Russian Federation of November 10, 2003 No. 677, says the following:

Determination of the code of a classification object related to the activities of an economic entity using the all-Russian classifier is carried out by the economic entity independently by assigning this object to the corresponding code and position name of the all-Russian classifier, except for cases established by the legislation of the Russian Federation.

Thus, the organization (IP) selects the appropriate code according to OKVED 2 itself, taking into account the names and descriptions given in this document, which reveal the content of the classifier groupings.

There is no direct indication in OKVED 2 of which code corresponds to activities related to the provision of dispatch services; as a result, when choosing a code, you should focus on the descriptive part. In addition, OKPD 2 can be connected to solving the problem.

In our case, we first turn to OKPD 2, in which as a separate type services include taxi services (code 49.32.11), which include:

taxi services, including intracity, suburban and intercity transportation;

services for irregular shuttle transportation at airports;

related services for pre-ordering a taxi.

Therefore, if the activities of the dispatch service are related to ordering a taxi, you can select code 49.32 “Taxi activities” from OKVED 2. If we are not talking about a taxi, but about other orders (for example, for the transportation of goods), then the following codes are suitable for coding activities:

1) code 52.21.29 “Other auxiliary activities related to road transport”;

2) code 63.99 “Activities information services“other, not included in other groups.” This grouping includes the activities of other information services not included in other groups:

provision of computer information telephone services;

provision of services by information retrieval services under a contract or on a paid basis;

provision of news review services;

selection services;

3) code 96.09 “Provision of other personal services not included in other groups.” This grouping includes, among other things:

services of shoe shiners, doormen, car valets, etc.;

reference and information service services for the provision of services to the public in filling out forms, writing applications, making copies upon individual orders of the population;

reference and information service services for admission to posting advertisements;

intermediary services for information on financial, economic, industrial and other data on individual orders of the population.

If an organization (individual entrepreneur) plans to engage in activities related to the provision of dispatch services, for the purpose of coding this activity, you can select from OKVED 2 codes 49.32 (if the activity is related to ordering a taxi), 52.21.29, 63.99 and (or) 96.09.

OK 029-2014 (NACE Rev. 2) " All-Russian classifier types of economic activity”, approved. By Order of Rosstandart dated January 31, 2014 No. 14-Art.

Regulations on the development, maintenance, modification and application of all-Russian classifiers of technical, economic and social information in the socio-economic field.

OK 034 2014 (CPES 2008) “All-Russian classifier of products by type of economic activity”, approved. by the same order of Rosstandart as OKVED 2.

For many beginners, the dispatch business seems simple and straightforward. What's so difficult here - collect a database of carriers, advertise in a newspaper or on the Internet and accept orders. But in practice, everything is much more complicated: “Air sellers are not liked anywhere,” many entrepreneurs say. Not many are in a hurry to share profits with those who just sit at the computer. The difficulty in creating a database of performers - carriers can be the very stumbling block that many beginners may not even think about...

To build a successful business in this field, you need a wealth of experience or large investments. This leads to two ways to build a case:

• you are recruiting a team of experienced dispatchers who already have a certain base of performers and customers. This is a more expensive method.
• a cheaper but longer way to open a control room is personal experience work of a case organizer in any dispatch service.

Having worked in any company, you can gain not only a wealth of experience, study the business thoroughly, but also develop your own client base. Opening a business with already established connections dramatically increases the chances of building successful business.

How much can you earn?

As a rule, dispatchers earn 10% of the cost of the cargo transportation service. It is most profitable to recruit a base of intercity and international carriers and customers for two reasons:

1) From one such flight the dispatcher receives a significant profit - from 5,000 rubles or more. We processed 10 applications and earned 50 thousand rubles.

2) large earnings from one order allow the dispatcher to take a minimum number of applications and approach each of them with the maximum degree of responsibility. This improves the quality of work and reduces risks.

Investments - how much does it cost to open a control room

The dispatch service is a type of business where the size of material costs is not so important. Greater value is acquired by proper business organization and the presence of appropriate connections. To get started, it is enough to rent a small office with an area of ​​20 sq. m. m. There are no special requirements for the premises. The main thing is to have a line for connecting a high-speed and reliable Internet connection.

Basic start-up costs usually include:

• Deposit for renting premises (20 sq. m.) - 30 thousand rubles;
• Purchase of furniture - 80 thousand rubles;
• Acquisition office equipment(computers, fax, telephone) - 100 thousand rubles;
• Advertising - 50 thousand rubles;
• Insurance - 30 thousand rubles;
• Business registration and other organizational expenses - 50 thousand rubles.

Total - 340 thousand rubles

Safety first

Transporting goods is, in itself, an unreliable business. Happens on the road different situations, there are also various carriers with unreliable equipment or outright scammers. In which case, claims and lawsuits will be sent not only to the cargo carrier, but also to the dispatch service. To protect yourself as much as possible from all kinds of force majeure situations, you must:

1. Carefully collect a database of carriers. Choose those contractors who have appropriate insurance (construction and installation insurance), a serviceable fleet of vehicles and good customer reviews. The reliability of carriers is the authority of the entire dispatch service and, accordingly, the growth of orders.

2. Register only a legal entity (LLC) as an organizational form.

3. Have a good lawyer on staff.

Not all beginning dispatch services will be able to afford such costs, since the salary of a lawyer costs from $700 per month. In any case, before opening a case, you need to use the services of an experienced lawyer who will competently draw up all contracts, and if something happens, contact him for detailed advice and assistance.

Registration of dispatch service

There are certain subtleties in registering a business that many beginners may not take into account. For many types of small businesses, the optimal organizational form is an individual entrepreneur. But not for the dispatch service. The fact is that the activities of control rooms are associated with great responsibility and a high probability of force majeure situations. There may be frequent litigation, which will not always end in favor of the organization. And if you are individual entrepreneur, then you, due to obligations, risk all your property. That is, if something happens to the cargo and you are held responsible, then you may lose your apartment, car and other property that belongs to you as an individual (and an individual entrepreneur is an individual).

Therefore, the optimal form is a Society with limited liability(OOO). Registration legal entity will cost significantly more (from 15 thousand rubles), but the LLC risks only its authorized capital for its obligations. And the authorized capital of the control room is a couple of computers, a fax and a telephone. This is the only thing that can be taken away from you.

Is it worth entering the market today?

Competition in the field of cargo transportation is only growing every day, and only the most desperate optimist can recognize this market as low-competitive. At the same time, competition exists not only among carriers, but also among dispatch services. Especially in large cities of Russia. But that doesn't mean leading profitable business It won't work here. Quality of services and good knowledge of the market are the components of the success of any dispatch service.

The most reliable entry into the market is the creation of a small fleet of vehicles and already on the basis of your own small transport company open a dispatch service. In this case, it will be much easier to develop your first customer base, and the most difficult stage in the development of the dispatch service will be passed. It will be easier to work further. As orders grow, for the most valuable and profitable ones, you will always have your own cars. For other orders there will always be carriers represented by other competing companies.

Is your business closely related to the provision of goods or services? Do you communicate directly and very closely with consumers? Are you planning to succeed and expand your business? Then you need a service - a dispatch service in Moscow. Our call center specialists will take on the work of receiving, processing and routing applications from your clients.

Features of the “Dispatcher Service” service

Organizing the round-the-clock reception of orders from customers is quite a labor-intensive task. Specialized equipment and trained personnel are required. Therefore, such activities are increasingly being outsourced to outsourcing companies. With a minimum investment you get maximum results.

You will need the help of a dispatch service if you are developing a business in one of these areas:

• online store – often involves round-the-clock consultation and receiving applications from clients;
• taxi service - dispatch service will help unite drivers and passengers;
• medical center - often requires not only appointments and consultations, but communication with certain specialists;
• production specific product, especially if your counterparties live in a different time zone;
• food delivery and ready meals – promising direction, requiring maximum efficiency from the dispatch service.

These are just the main areas of activity for which the reception and further work with requests and orders. Our contact center specialists are ready to advise consumers, competently handle objections and improve the image of your organization.

Advantages of working with a dispatch service

Organizing a dispatch service is a costly and not always necessary undertaking. For coordinated work you need specialized equipment, software and competent staff. By entrusting these responsibilities to our call center, you will leave your competitors far behind.

We work around the clock and are ready to offer you several options for cooperation:

• The call center operator accepts requests only during peak hours;
• work is carried out on weekends and evening hours;
• 24 hour service.

Before starting work, you will be advised by a personal project manager and will determine the optimal method of cooperation. A separate group of contact center operators will be trained for your project. Operators will study the intricacies and nuances of your business. Managers will draw up options for processing applications and submit the project for approval. Only after approval will your dispatch service be launched.

Our operators are specialists highly qualified. In addition to regular training, they undergo various trainings. Our specialists communicate calmly and kindly with clients and will always find a way to resolve an objection. This will certainly increase customer loyalty and allow you to be far ahead of your competitors.

Is your business actively developing, and managers have begun to miss applications from consumers, simply unable to cope with the flow? There is an exit! Contact our call center and order the dispatch service. Competent operators will ensure the processing of the maximum number of orders. Call or write, we are in touch around the clock and are happy to answer all your questions.

The cost of the “Dispatch service” service starts from RUB 20,500.