Capability Brief Cognito iq Mobile for Retail Logistics, Transport and Couriers
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Contents 1.0 Introduction 4 2.0 Product features and functionality 5 2.1 A typical shift 6 2.1.1 Log in and start of shift 7 2.1.2 Start of run 7 2.1.3 Travel 8 2.1.4 Commence Drop 8 2.1.5 Complete Drop 9 2.1.6 End of run 9 2.2 Managing the workforce 10 2.2.1 Equipment checks 10 2.2.2 Delivery progress 10 2.2.3 Vehicles returning to base 11 2.2.4 Time Sheet 11 3.0 Summary of benefits 12 4.0 About Cognito iq 13 3
1.0 Introduction Cognito iq Mobile is a cloud-based mobile workflow solution, that connects workers in the field, such as drivers or couriers, with the back office, in real time. Cognito iq Mobile: guides workers through each shift, increasing efficiency and rate of on time in full (OTIF) deliveries connects workers to information and updates in real time, reducing errors and ensuring HSE and DVSA compliance Cognito iq Mobile is designed for Retail Logistics, Transport and Courier companies with typically upwards of 100 drivers. Cognito iq provides a fully managed service which comprises: Platform delivered via Software-as-a-Service Implementation, monitoring and support of the platform Comprehensive customer service and helpdesk gives back office managers unrivalled visibility of the workforce, making it easier to manage the day-to-day stresses of a logistics operation 4
2.0 Product features and functionality The Cognito iq Mobile application is device agnostic and available on all major operating systems. Native C++ HTML5, CSS3, JavaScript Cognito iq Mobile s unique activity-based workflow guides delivery workers through each shift and logs their activities at all times. This gives back-office operations unrivalled real-time visibility of the entire workforce as well as electronic proof of delivery, complete with photographs, notes, signatures and end-customer feedback as required. The system can be configured to meet the varying needs of all companies in the sector, whether they use inhouse or agency drivers, HGV drivers or couriers, and whether they offer delivery only services, collections, or other services such as installations. Native App Cross Platform Hybrid App++ Framework Intelligent Workflow To see how this works in practice, section 2.1 follows a typical driver, Mark Williams, through his day and section 2.2 shows the information that Sarah Taylor, the back-office Logistics Manager, can see through the Cognito iq Portal as she works to keep operations running smoothly. 5
2.1 Cognito iq Mobile app: A typical shift Mark starts his shift by turning on his mobile device and opening the Cognito iq Mobile app. Typical workflow Unable to Complete Log On Start Shift Complete Vehicle Check Review Drops Select Drop Start Travel Arrive Commence Drop Complete Drop Close Drop Return to Base Debrief End Shift Log Off 6
2.1.2 Start of run 2.1.1 Log in and start of shift Mark can start his day either at home or at base. From home, when he logs in to the Cognito iq Mobile app on his device, the Home Start feature guides him through his vehicle check, enables him to report any faults or damage, asks him to confirm he is leaving home, and captures the odometer reading. As he travels, whether to base or to his first Drop, (delivery or collection) he can access a 3rd party Sat Nav application from within Cognito iq Mobile as well as completing vehicle check updates if required. The app can also be used to capture the odometer reading on arrival. If starting the day at base, the app also prompts Mark to check a particular vehicle out, and then to run through the vehicle checks. He can also complete checks for ancillary equipment, such as trailers. If the vehicle fails Mark can declare the vehicle is not roadworthy, and another vehicle can then be used. Mark starts his run by requesting a delivery manifest. He can check through it, making sure that it matches the loading details, and then inspect the load to ensure that the goods are actually on the vehicle, and safely stored. If he has to load the vehicle himself, the app has a scan to van function which enables him to scan items barcodes via his mobile device as he loads, in effect creating his own delivery manifest. He can inform himself about what to expect from his shift: Are there any cash on delivery Drops? Are there any Control of Substances Hazardous to Health (COSHH) regulations he needs to be aware of? Is the manifest arranged in a logical order? The app can be configured to permit or deny drivers the ability to re-order the delivery manifest. If Mark discovers any problems with the manifest, such as missing or damaged items, he can reject the manifest and start again or he can accept it but add a note to explain the issue. When Mark is ready to depart, he confirms this on the mobile application before selecting his first Drop. 7
2.1.3 Travel Mark selects his first Drop and while travelling he can access the Sat Nav and Help information, review vehicle checks, and record a halt if he needs to stop for any reason, such as taking a legally required tacho break. Should he experience a vehicle fault, he can update his vehicle check and, if the fault can be rectified, then he can enter details of how, and by whom. On arrival, Cognito iq Mobile allows Mark to record a delay if he is unable to start the Drop straight away, for example waiting to get onto a construction site. At any time, Mark can review his manifest, giving him information about the type of Drop (i.e. delivery or collection) and the expected timeslot. He can also re-order subsequent Drops accordingly and log if, and why, he has selected to complete a Drop out of sequence. 2.1.4 Commence Drop When Mark arrives, he selects Commence Drop, which automatically registers the time he started the Drop, and how long it took. If he needs to contact the customer, he can use the Call button to select the phone number. If Mark is delivering confidential or legal documents, where proof of delivery is especially important, the app will guide him through a series of door or ID checks to ensure that there are no mistakes, and to provide an audit trail. 8
2.1.5 Complete Drop Mark scans the barcodes of items as he unloads them, uses his device camera to capture images when required and collects customers signatures. The app prompts Mark for which signatures are needed. He can also collect customer feedback on the device, if applicable. If Mark is unable to complete the Drop at the correct address but can leave the package in a pre-arranged safe place, or with a neighbour or other third party, the app guides him through this process too. He can scan his calling card or leave safe card, as well as taking photos of the safe place. If he is unable to complete the Drop, he can scan the barcodes of undelivered items as he loads them back onto his vehicle. If there are other issues such as damaged goods or missing items, Mark can complete a partial delivery, recording the line items that cannot be completed in full, adding notes and photos if needed. As well as delivering an item, Mark may be required to pick up returns, transfer goods between branches or distribution centres, or pick up purchases from third party suppliers. The app can be configured to take all of these options into account. 2.1.6 End of run At the end of the run, Mark returns to base. He can either finish his shift at this point or go out on another run, in which case he would cycle back to the request manifest stage. Cognito iq Mobile sends an update to the back-office of any failed or partial Drops so they can be rescheduled. Mark checks his vehicle in, scans any returns, and goes through a debrief on the app during which he can log explanations for any missing items and send the manifest to the backoffice system. He then ends his shift and logs off. 9
2.2 Managing the workforce Back at the office, Logistics Manager Sarah Taylor makes sure that everything is running smoothly. She can set up her team and review its activities through the Cognito iq Portal which gives her the following detailed management and reporting capabilities. The reports are all configurable and can be set up to show the current day only or historic data as well as data at any level in the organisation, from whole workforce, through region, team, individual driver or particular delivery. 2.2.1 Equipment checks This is where Sarah can see the detailed status the checks performed for all of the vehicles and ancillary equipment in the fleet. 10
2.2.2 Delivery progress This gives Sarah a list of all the deliveries in progress. She can click on each of the manifest rows and get the full details of which Drops have been completed, which are under way and which have failed to complete. 11
2.2.3 Vehicles returning to base This gives Sarah a view of which vehicles are on their way back to base and, crucially, whether they are empty or will need to be unloaded before they can be re-stocked for the next run. This enables her to plan more effectively. 12
2.2.4 Time Sheet Drivers shift times are automatically captured in an electronic timesheet. No more filling out timesheets for Mark and his colleagues, and an at-a-glance record for Sarah, which can also be accessed by other departments such as HR or Finance, and linked to back-office systems, as needed. 13
3.0 Summary of benefits In summary, Cognito iq Mobile simplifies the working day for delivery workers, helps logistics managers make sense of the complexity of operations, and ensures better service for customers. The Cognito iq Mobile workflow application: Guides drivers through each shift; the driver is confident that all safety checks have been done and the right items are on board, and can plan for the day, or make changes on the fly, increasing efficiency. Gives drivers access to all the information they need whilst out on a run; having access to safety information, directions, and contact information makes the job easier. Provides an audit trail; drivers can log any exceptions and capture signatures and images, which gives them protection. The Cognito iq Mobile portal: Reassures logistics managers about workforce compliance; managers can see evidence of all vehicle, equipment and safety checks. Give managers visibility of the workforce; managers can respond to issues in real-time, increasing efficiency and effectiveness, and improving customer satisfaction. Saves managers paperwork; Cognito iq Mobile automates processes such as time sheets, manifests, proof of delivery, and data can be integrated with other systems such as payroll or HR. 14
4.0 About Cognito iq Our software provides enterprises with real-time interaction and visibility of their mobile workforce to continually improve operational capability. For over 20 years we have led the way, developing ideas and solutions with our customers to differentiate their business by providing exceptional customer experiences. From design and build through to our ongoing UK support, we strive to provide customer excellence and we re proud to work with some of the biggest names in the business. For more information, visit our website CognitoiQ.com email info@cognitoiq.com or call +44 (0)1635 508200 15
Rivergate House Newbury Business Park Newbury Berkshire RG14 2PZ UK T +44 (0)1635 508200 F +44 (0)1635 550783 E info@cognitoiq.com CognitoiQ.com