CRM systems for delivery service

A delivery service is not just a business, but the art of fast and accurate service, which is what distinguishes it from postal couriers. The customer wants to receive his order on time – hot pizza for dinner, fresh flowers for the holiday. Competition in this niche is growing rapidly, every order matters, so courier companies cannot afford delays and mistakes. To stay one step ahead, it is important to introduce advanced technologies – including ordering CRM for the delivery service. Automation will make it easier and more efficient to interact with customers, manage orders, couriers, and routes. AVADA MEDIA will help you create a modern management system with which you can optimize your business and provide a high level of service.

CRM (Customer Relationship Management) is a customer relationship management system that automates a number of key processes of the courier service. It allows you to centrally manage orders, track the work of couriers in real time, plan routes and interact with customers  takes into account the specific requirements for logistics and accelerated processing of requests. In particular, when developing a custom CRM for a courier service, it is important to take into account the high load on the system during peak hours, the need for quick distribution of orders, integration with courier mobile applications, and accuracy in time calculations. It is also necessary to implement a notification system for customers and couriers to minimize delays and errors.

Automation of the service of delivery of food, water, goods, medicines, etc. allows you to scale your business without unnecessary costs and increasing the number of employees, since it takes on many key tasks:

1. Optimal route planning for couriers saves time and resources. The program helps  to build a route by points and thus not only simplifies the work, but also reduces idle runs, reduces fuel costs and increases the speed of order fulfillment. Moreover, the route can be made taking into account various factors: traffic jams, traffic congestion, preferences of couriers.
2. Order management in CRM for a delivery service allows you to record all order details: composition, address, time, customer contact details. A centralized database of all orders makes it possible to track them at every stage.
3. Improving the quality of service – maintaining a customer base, storing the history of interactions helps to personalize and improve the service, increasing customer loyalty and satisfaction. Integration with feedback systems to collect customer feedback allows you to quickly respond to problems. Also, with a CRM system for delivery, it is easy to manage loyalty programs, accrual of bonuses and discounts.
4. Control of couriers through tracking their location in real time and effective distribution of orders between them, taking into account qualifications, workload and their specialization. With CRM, you can introduce a system of motivation for couriers and accrual of bonuses, thanks to the ability to analyze their effectiveness.
5. Generating reports on key performance indicators (KPIs): average time to fulfill an order, the most popular routes, the percentage of completed orders, customer satisfaction, courier rating.
6. Intelligent order processing, including a program for building a route by points, automatic recognition of addresses and their standardization to optimize routes, the ability to take into account various types of vehicles.
7. Automatic sending of notifications about the status of the order (from the moment of confirmation to delivery), promotions, special offers.
8. Multichannel support, thanks to integration with various communication channels, including phone, email, instant messengers, greatly simplifies communication with customers. Multichannel allows you to take orders from various sources: website, mobile application, social networks, phone calls.
9. Integrations with third-party services:

• • payment systems (LiqPay, Stripe, PayPal) – for convenient online payment;
  • cartographic services (Google Maps, OpenStreetMap) – to optimize the route by points;
  • marketplaces and aggregators (Glovo, Uber Eats) – to manage orders;
  • GPS trackers – to monitor the location of couriers;
  • warehouse management systems (WMS) – to control the availability of goods.

If your courier service has a large flow of orders every day or you want to increase profits by reducing operating costs, a custom management system will solve this problem.

Automation of the courier service becomes critically necessary not only when volumes grow, but also when it is necessary to identify and reduce hidden costs, improve working conditions for couriers, increase resistance to force majeure, analyze customer behavior, create a competitive advantage and effectively plan future loads.

A CRM system for a courier service is ideal for any company that delivers goods to order. Here are a few examples where implementing a CRM for delivery will significantly improve business processes:

Pizzeria

Pizza delivery service automation plays a key role for pizzerias. The CRM system helps to speed up service and reduce the number of errors when receiving and processing orders. The program helps couriers reach their destinations faster, and customers get their pizza hot.

Sushi bars and restaurants

A food delivery CRM helps you track orders, manage your kitchen and couriers, and optimize routes. Automating a sushi delivery service is of particular importance, as the goods must be delivered in perfect condition. With a high-quality custom CRM, food delivery is faster and more accurate.

Supermarkets and stores with delivery

Supermarkets and online stores that offer courier services can use CRM to manage orders, logistics, and couriers. Automation of the product delivery service helps to avoid problems with the availability of goods in stock and improve coordination between all participants in the process.

Water delivery

Water delivery companies often face the challenge of unstable demand, especially depending on the season or external factors (e.g., temporary lack of water supply in an area). A CRM for water delivery helps to efficiently manage orders, distribute them to districts, and control couriers.

Flower delivery service

A CRM system for flower delivery helps you track orders, manage logistics, send notifications to customers and photos of bouquets, and monitor order fulfillment at any time. Automation of the flower delivery service should ensure the accuracy and speed of couriers’ work, especially on peak days – March 8, February 14.

Individual CRM development for couriers takes place in several stages. This approach allows you to create a CRM system that will fully meet the company’s requirements and help achieve your goals.

1. Analysis and goal setting

At the initial stage, analysts conduct a detailed analysis of the business, study the current processes and problems of the business, the goals of CRM development and the wishes of the customer. As a result, a clear list of requirements and tasks that the future system will solve should be formed.

2. Terms of reference

Based on the analysis, a technical specification is developed, which clearly describes all the functionality of the system, architecture and technologies for the implementation of the project. At this stage, all the details are agreed with the client in order to avoid misunderstandings and improvements.

3. Design and prototyping

At this stage, schemes and prototypes of the future CRM system are developed. Visualization of the interface and functionality allows the customer to assess in advance what the final product will look like, and the contractor to clarify the details of the interface before starting CRM development.

4. Development of UX/UI design

One of the most important stages is the creation of a convenient and intuitive interface of the CRM system for delivery. Couriers, dispatchers, managers and customers should work with the system easily and quickly, without wasting a lot of time on learning complex interfaces. Therefore, each screen is thought out in terms of convenience and accessibility for users without special skills

5. Program development

This stage includes writing program code for the frontend and backend parts of the system. Modern frameworks (for example, React, Vue.js) are used for the frontend, and server-side technologies and programming languages such as Node.js, Python or Java are used for the backend.

6. Testing

Before launching, the system undergoes full testing. QA engineers check the performance of all functions, data security, and system performance in high-load conditions. It is important to identify and fix all bugs before the system is put into operation.

7. Release and implementation

After successful testing, the CRM for the delivery service is transferred to the customer for final configuration and implementation. This stage includes placing the program on the customer’s server or in cloud storage, training delivery service employees, and transferring data from existing management systems.

8. Support and development of the project

After the launch of the system, the development team continues to support the project: it implements updates, fixes problems, adds new features, advises users, and analyzes the correctness and efficiency of the system.

AVADA MEDIA provides services for the development of individual solutions for business in the field of delivery. Our specialists understand all the features of courier services and know how to increase their efficiency with the help of modern IT tools. We do not just offer CRM systems for couriers, but create long-term partnerships, providing project support at every stage of work.