Delivery Management Platforms

Transcription

1 THE DELIVERY LOGISTICS PLATFORM Delivery Management Platforms BUYING GUIDE

2 Why Level Up Your Local Delivery Operations for The On-Demand Era? Companies like Uber and Lyft are thriving on an inherent consumer desire for on-demand experiences. More and more, people expect instant gratification in all aspects of their lives. There are two main pieces of the on-demand puzzle customer experience and logistics. You want to fulfill local deliveries as quickly as possible to keep customers happy, but figuring out the logistics has always been the main roadblock a roadblock that can be overcome with the right technology. Many established organizations make the mistake of thinking these expectations only apply to startups. But the idea that customers can pull out their mobile phones, place orders and track them to their doorsteps in real time is so prevalent, even the most established companies are starting to lose customers if they fail to provide this level of service. For companies of all sizes and natures, implementing an on-demand delivery solution is crucial to improving customer satisfaction, loyalty and the ability to keep up in an evolving business landscape. Today over 2 billion local deliveries are made annually in the US. Every company that wants to remain competitive in this space must be able to offer an on-demand experience to their customers whether it has its own fleet of drivers or uses independent contractors to provide its service. If you get a craving for sushi, you can pull out your smartphone, open an app and have a spicy tuna roll delivered within minutes. But this kind of on-demand delivery doesn t stop with food it s permeating every aspect of society. Emerging service companies implementing Uber-like business models are changing what customers expect from almost any company courier services, restaurants, ecommerce sites, retail, parcel services and any other business centered on delivery. Companies that offer delivery services or on-site visits are particularly impacted by this shift. Customers expect complete visibility of a transaction from the second they place an order until it is received - regardless of the timeline (15-minute coffee order or a next-day service call) or purchase ($2 taco or a $500 TV). If provided, the on-demand experience can enable a business to scale their operations, and, in turn, increase profitability. To support such a shift, companies must operate at peak efficiency and ensure open communication channels from purchase to delivery, customer to driver, operations to driver and brand to consumer. Companies now need a software solution to transform existing local delivery operations to one capable of providing the on-demand experience that people expect. Companies without this level of technology will fall behind their competitors and lose profits to inefficient operations as mobile on-demand services spending rises. This buying guide will help readers make an informed choice as they look for a delivery management solution to ensure business success.

3 Leveling Up Key Must-Haves for Corporate Stakeholders In a complicated technological landscape that demands real time results, everyone in the delivery business understands they need some kind of software solution to support their operations. However, most don t realize how pivotal it is for their organization. The technology needs to meet key requirements from almost every stakeholder in your business from the C-suite of executives down to drivers and customers. CEO MUST HAVE'S Supports rapid business expansion and quick entry into new markets. Scales to handle an infinite number of customers, drivers and transactions. Comprehensive reporting of analytics across all business units in order to facilitate accountability, and improved customer care. Gain competitive advantage by differentiating yourself with innovative technology and services. Make the right investment the first time. CTO MUST HAVE'S Offers a full set of functional modules that can be customized and implemented at will, including real-time tracking, mobile app integration, dispatching, driver alerts, in-app messaging, etc. Simplifies set up, implementation and integration. Offers APIs for easily integrating with existing systems. Provides support for third-party solutions within the ecosystem (payment, restaurant ordering systems, etc.). CUSTOMER MUST HAVE'S DRIVER MUST HAVE'S COO MUST HAVE'S CMO MUST HAVE'S Makes it easy to track deliveries in real time once an order is placed. Provides a seamless experience on whatever device is closest at hand. Includes text messages that automatically launch an HTML5 Web app so there is no need to download anything. Enables one-to-one communication with drivers to manage special requests (don t ring the doorbell, call when you arrive, etc.). Creates a seamless service for ordering, scheduling, paying and tipping. Instills trust in the organization and individual drivers. Provides real-time alerts and access to order details, directions and optimized routes. Enables communications with both dispatch and customers. Eliminates payment hassles. Incorporates systems for confirming proof of delivery, customer signatures and movement of inventory. Ensures highly efficient and profitable delivery system. Provides complete visibility across operations and streamlines reporting. Offers the flexibility to support future delivery models (fleet drivers, freelance drivers, hybrid, manual vs. automated assignments, etc.). Includes feedback on drivers to optimize delivery teams. Gives measurable ROIs in the long run. Provides a pleasant experience for drivers. Provides a cutting-edge, on-demand mobile customer experience. Allows the company to fully brand the solution for customers.

4 OPTIONS FOR SOLUTIONS Customers looking for optimal experiences don t mind matching prices paid to level of service with 61% of consumers saying they will pay more to have same-day delivery and 58% willing to pay a premium for one or twoday shipping. Investing in an on-demand delivery solution will help reach customers you hope will use your delivery service and return because of the ease of use and superior experience. DISPATCH MANAGEMENT Ensure the most efficient driver task assignments, while leveraging reporting to increase efficiency over time. REAL-TIME TRACKING Keep customers and dispatchers informed with real-time notifications and map-based locators. INTEGRATION OPTIONS Provide seamless integration options with IT systems and branded mobile apps. To create standout, fully branded, Uber-like experiences while improving efficiencies across the organization, you need a comprehensive solution. Leverage your existing infrastructure and layer on contemporary technology to compete in the on-demand economy. In the end, you need a solution with the following components: CUSTOMER NOTIFICATIONS Alert customers to key events throughout the delivery process and allows users to communicate with drivers. DRIVER INTERFACE Give delivery teams everything they need to get to the customer, communicate with them, and complete the transaction quickly and effectively.

5 FEATURE DEEP DIVE Dispatch Management Dispatch management is the core piece of any on-demand delivery solution. This module provides operational teams with an interface for scheduling driver pick-ups and deliveries. With complete, end-to-end visibility of the delivery business as a whole (both granular and aggregated KPIs), this module saves critical time identifying who a task should be assigned to. CEO TIP COO TIP Ensure the solution supports multiple dispatch models (manual vs. automated; assigned vs.driver response) to ensure flexibility and growth. Look for a solution that includes anomaly alerts (drivers will be late; drivers didn t trigger customer messages) to preempt issues before they impact customers. DRIVER INCENTIVES Offer a solution that provides efficient route details to maximize deliveries per shift. CUSTOMER BENEFITS Choose an option that allows customers to see feedback on different drivers to engender trust.

6 FEATURE DEEP DIVE Real-Time Tracking To provide a high quality service, companies must show customers where their delivery is at all times and enable customer notifications en route. Providing instant access to real-time mapping of driver location is critical to providing a great customer experience. CEO & CMO TIP CTO TIP Look for fast time-to-implementation to give customers the instant service upgrade that will boost retention and revenue. Ensure simple integration with existing enterprise systems and mobile apps. DRIVER INCENTIVES Include options to connect drivers directly with customers when needed. CUSTOMER BENEFITS Ensure proactive notifications on exact ETA and "I m here" driver notifications. Use Web apps to ensure the customer doesn t have to download anything to access the information they need.

7 FEATURE DEEP DIVE Driver Interface Today s drivers need quick access to all of a delivery s information customer data, order information, routing data and more. More importantly, they need mobile access to all the tools necessary to complete the transaction payment applications, delivery verification, tipping payments, rating tools and more. COO TIP CTO TIP DRIVER INCENTIVES Look for a solution that allows companies to track driver performance, proof of delivery and customer feedback. Opt for a solution that lets you integrate access to multiple systems via a single interface. Choose the most streamlined user interface to make it easy for drivers to access data, such as easy routing options, while on the go. CUSTOMER BENEFITS Deploy a solution that includes payment, tipping options and "instant proof of delivery" photos to instill confidence and create a positive experience. Customers can provide feedback in-app about drivers to inform and encourage future and prospective customers.

8 FEATURE DEEP DIVE Integration Options Established companies may have already implemented pieces of a complete on-demand delivery management solution. These companies can take a modular approach to augmenting existing systems with the remaining features they need. Integration options are critical to supporting both enterprise systems and essential ecosystem products. CEO & CMO TIP Select a solution with as many features as possible to provide customers with the most robust offering available. CTO TIP Look for SaaS options to minimize overhead. CTO TIP Choose a solution that ensures seamless integration with customer feedback mechanisms to integrate driver feedback on operations.

9 FEATURE DEEP DIVE Customer Notifications The average person receives 65 push notifications per day on his phone. This instant gratification of communication and information has fed the growth of the impatient consumer. While most of these alerts are messages and social networking notifications, people are also looking for immediate notice that the goods or services they have ordered are being delivered. The nature of the push notification has altered consumer expectations. Therefore, delivery companies can t afford to not provide customers with real-time updates throughout ordering and delivery processes. It is best to give customers the flexibility they need to get their messages via any device or communication channel, and include in-app messaging to let customers and drivers communicate directly with each other to eliminate any potential problems. COO TIP CMO TIP CUSTOMER BENEFITS Choose a solution that lets you send anomaly-based messages directly from dispatch to ensure efficiency. Look for options that allow you to brand every pin, touch point and message. Ensure customers can leave special messages for both drivers and companies (allergies, don t ring bell, unfriendly dog on premises, etc.).

10 Leveling Up Provide an Uber-like Delivery Experience and Solidify Customer Loyalty The local delivery business is currently estimated at $45 billion in the United States alone. To be successful in this market, companies must provide a great customer experience while streamlining and optimizing operations on the backend. Choosing the right on-demand delivery management platform is critical to reaching both of these goals. Space in the on-demand delivery market shouldn t be reserved for startups like Uber with massive funding.

11 THE DELIVERY LOGISTICS PLATFORM Bringg is the leading delivery logistics solution, providing enterprises with the most efficient way to manage their complex delivery operations. Some of the world's best-known brands in more than 50 countries are already gaining clear strategic value from our powerful SaaS platform which offers the real-time capabilities they need in order to achieve logistical excellence across their delivery ecosystem. Companies from the retail, grocery, restaurant, consumer goods, logistics, healthcare and services industries trust Bringg s technology to help them streamline their logistical operations for peak efficiency and create perfect delivery experiences for their customers. By using our platform, they can establish successful costeffective operations that balance the needs of all the participants in their delivery ecosystem. For more information and to request a demo, please visit our website at