Catering startup taps Dispatch Science to pivot to meal prepping during the coronavirus shutdown

Emily Bost recently wrote an interesting article about Dispatch Science helping out a local caterer at Houston Innovation Map. Here’s an excerpt:

With the help of food service supplier Ben E. Keith Co. and cloud-based delivery management software company Dispatch Science, Wolfe & Wine Co. received the financial and technological sponsorship needed to provide single meals to his customers, and to donate meals to medical staff, including the entire Houston Methodist Emergency Room and ICU departments, and Houstonians in need.

“The dispatch software that we use is similar to what UPS, FedEx and Amazon use. When you order with us, you can track where your meal is in real time…That transparency separates us from [other meal prep companies],” Wolfe says.

Read the full article here.

Photo credit: Getty Images

Our society is under siege and people are isolating to protect themselves and others. Their new behavior is to stay at home and order things online. Their new need is safe deliveries without physical contact.

There’s an abundance of statistics showing the increased demand for online deliveries. While the recent health crisis is yet too current to provide up-to-date data, anecdotal conversations with our customers indicate that demand is exploding in several market segments, with no-contact delivery fast becoming the new norm. Carriers are scrambling to face this new reality.

This blog offers best practices to quickly set up a no-contact delivery process for your customers.

Safety considerations for last mile deliveries:

UCLA and Princeton University scientists in The New England Journal of Medicine found that “severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2) was detectable in aerosols for up to three hours, up to four hours on copper, up to 24 hours on cardboard and up to two to three days on plastic and stainless steel.”

The questions customers will ask to reassure them that a safe delivery process has been put in place:

Order Preparation:
Have you put in place a 24-48-hour order staging area depending on the parcel material?

Order Pick-up:
What sanitary pick-up process or hygiene policies are in place?

Order Shipment:
Have you provided updated driver safety and hygiene instructions?

Order Delivery:

  • What are you doing to make sure that your staff is not going to be in physical proximity with anyone? In other words, is there a contactless delivery workflow process in place in the Driver application to replace current processes that require physical proximity such as signature on delivery or ID verification?
  • Have you removed contact-based deliveries from your lists of available options?
  • Have you implemented social distancing policies within your organization and replaced face-to-face communications with digital communication wherever possible?

Unless you’ve already made these changes, they need to be clearly communicated to customers and applied in your delivery process NOW!

  • Emulate what major delivery companies have already done to protect themselves and their customers. Fedex, USPS, UPS, DHL and others widely communicate the actions they have taken to create a safe and sanitary work environment. They have also updated their service levels and suspended most of their warranties. We suggest you check their websites and use the information to your advantage.
  • Replace all contact-based options with photo proof of delivery at the doorstep. This process is rapidly being adopted by many carriers.
  • Replace ring/knock on door with email or sms alerts.
  • If it’s an existing business practice, replace cash tips with online tipping.
  • Update your returns policy to protect your people.

Customers expect no-contact delivery today and it’s here to stay. Do not delay your implementation!

 

*Our way of helping during the crisis: Free Delivery Management System
Offered by Dispatch Science to Qualified COVID-19 Volunteer Organizations

 

 

In part 1 of this blog, we looked at the security aspects of delivery for modern medical carriers. In part 2, we look at key value-add services a modern delivery platform can provide to help you and your clients stand out.

Healthcare Carrier uber precise delivery ETAs

1. Reduce customer service calls and increase productivity with down-to-the-minute Uber-precise delivery ETA’s 

You are delivering life-saving medical goods, highly controlled narcotics or time-sensitive parcels. Consequently, recipients demand ultimate visibility on delivery times. For instance, nurses or doctors need precise ETA’s to optimize their patient care procedures. It’s now possible to share up-to-the-minute ETA’s based on driver location and push status updates at any time via email or SMS. As a result, your clients will see a significant reduction in call center activity and increased staff productivity.

Efficiency and savings

2. Piggyback Efficiencies and Savings

How do you leverage your existing infrastructure to onboard a new healthcare customer? Most often, special dedicated routes must be set-up at great cost to meet their unique needs. With a modern delivery platform, it is now possible to leap ahead of competitors by merging deliveries of these new clients into your existing on-demand and dedicated network! Healthcare clients enjoy custom service while still benefiting from the economies of scale of a multi-client carrier.

Extended geography coverage

3. Extend Geographic Coverage

No medical carrier wants to lose customer just because a few deliveries lie outside their coverage area. That’s why you have agreements in place with external agents to extend your delivery network. With a best-in-class driver mobile app you can add any agent driver who carries a smartphone to your network. Now you seamlessly provide the same 100% ETA visibility experience to customers who have deliveries that lie outside your standard coverage area.

Tracking number

4. Provide Tracking Numbers that Make Sense to the Client

Modern API’s allow live links between internal and external databases.  Take customer care one step further by replacing your internal data with easier-to-find tracking numbers. For instance, in the case of pharma, use prescription numbers (Rx #’s). The information that’s most convenient to your customer and their clients is displayed as a tracking number, making communications easier for everyone.

Branded Tracking Page

5. Support and Extend your Customer’s Brand

Your customers are delivering sensitive goods, often in branded packages. Because trust is so important in Healthcare, providing a unified brand experience to patients or other recipients is vital to your customers. You can stand out from your competitors by offering a branded delivery tracking page!

 

Choose Dispatch Science to Grow your Medical Carrier Business

While internal savings and productivity enhancements to meet requirements of your healthcare customers are key criteria for selecting a new last mile delivery shipping system, make sure you also:

  • Provide the security levels clients need to meet increasingly strict regulatory requirements
  • Give them the 100% real time tracking they need to save lives
  • Offer new value that will delight them and keep them loyal for years to come

Dispatch Science can be your partner of choice in building a durable competitive advantage for your medical carrier business.

 


About the author: Jacques Lamontagne

Jacques is head of Product Marketing at Dispatch Science. He has over 15 years of experience in product marketing and management with various technology companies such as Open Text, Corel Corporation and Ubisoft. He also spend 9 years at Canada’s largest parcel logistics vendor, providing innovative turnkey solutions to enterprise customers and in Marketing for their eBusiness division.

As a medical carrier, you know that delivery of sensitive medical and pharmacy products requires special attention. After all, citizen’s health is at play and errors can cost lives. Competition towards winning this business is fierce because profits are high. Carriers who succeed at delighting these clients have the best chance of keeping them. Your challenge: figuring out how to meet the needs of medical and pharmacy clients without disrupting the rest of your business. This is where modern last mile logistics platforms come into play.

Stand out against your competitors with these
5 SECURITY capabilities:


HIPAA Compliant

1. Meet or Exceed your Client’s Data Protection Security Requirements

Any security breach in the world of healthcare is sure to make national headlines. Healthcare organizations must meet strict rules when dealing with patient information. In the US, the Health Insurance Portability and Accountability Act (HIPAA) makes these rules. In Canada it’s the Personal Information Protection and Electronic Documents Act (PIPEDA).

Have you verified that the medical carrier services you provide meets the privacy rules of your customers? Has one of your client’s Chief Information Security Officer (CISO) ever audited your business? To serve this industry segment, adopt a delivery platform designed to be compliant with data protection regulations.

Restricted Driver Selection

2. Out-of-the-box Restricted Driver Selection and Information Sharing Controls 

Automated dispatching with route optimization offers well established benefits.  But best-in-class solutions also let you flag drivers with special skills and grants them exclusive delivery rights. These platforms can even restrict the type of information visible to the driver on his device, thus helping your client to fully meet its HIPAA or PEPIDA obligations.

white glove logistics

3. Fully Automated White Glove Logistics Steps and Rules

All deliveries go through defined options, steps and rules – otherwise called workflows. In most cases, the carrier offers a small set of standard delivery workflows for all customers. Workflows for healthcare clients with special “White Glove” needs are more complex. For instance, a driver must replace prescriptions in a fridge, check expiry dates, remove expired products and fill a returns form before leaving the building. Manual instructions are error prone and costly to fix.

Check that your next delivery platform includes a workflow management module. With it, you will quickly become a healthcare carrier rockstar. You will transmit clear instructions to drivers, lower costs, reduce errors and increase customer satisfaction.

ID Verification

4. Auditable Recipient ID Verification

In an strong delivery workflow, drivers must verify recipient ID’s and match them with those on their mobile devices. Drivers are also instructed to take a time stamped photo of the delivery paperwork prior to releasing the package. Unlike traditional delivery platforms where the reports are uploaded at end-of-day, a modern cloud-based platform instantly uploads them to your CRM. With this information on hand, customer service is instantly ready to respond.

Correct Address Radius Enforcement

5. Correct Address Radius Enforcement

Modern geo location data provided by your drivers’ mobile devices is great for tracking. But is this enough? What’s the impact delivering a controlled narcotic to the wrong address? Lives can be at stake! A best-in-class system goes one step further to prevent deliveries to the wrong address: Perimeter rules can be set up where drivers receive an alarm if they attempt to deliver outside an immediate address perimeter. Even better, delivery will be disallowed if attempted outside a wider perimeter. Thus, you provide your clients with strong assurances that their packages will be delivered to the right address.

Dispatch Science helps Healthcare Customers Meet their Security Needs

Dispatch Science’s first clients were Healthcare carriers. So we built our platform from the ground-up to meet and exceed their requirements. And to further stand out against our competitors, we continue to make sure that our offering is always best-in-class.

 

In part 2, we will look at more value-add reasons to choose a modern delivery platform like Dispatch Science to delight and keep your healthcare customers.


About the author: Jacques Lamontagne

Jacques is head of Product Marketing at Dispatch Science. He has over 15 years of experience in product marketing and management with various technology companies such as Open Text, Corel Corporation and Ubisoft. He also spend 9 years at Canada’s largest parcel logistics vendor, providing innovative turnkey solutions to enterprise customers and in Marketing for their eBusiness division.

A Tech Company News interview with the Co-Founder of Dispatch Science, Arthur Axelrad. In this article, you will discover how this delivery management system harnesses the power of artificial intelligence to automate complex tasks for delivery and field service companies.

Find out what makes Dispatch Science different from other delivery management systems. Learn more about Automated Dispatching and Route Optimization. And, you will find out what types of companies can benefit from this software.

Read the full interview here.

 

About Tech Company News

This online publication offers the latest technology news from the most innovative tech companies. It’s a Daily source for consumer tech news.

B2B and B2C customers use a range of logistics-related apps in their daily lives, from food delivery to e-commerce from their favorite retailers. They have come to expect the same level of communication and visibility from their couriers. 

Carriers looking for a competitive advantage know that delivering parcels on time isn’t enough any more. Today, your delivery management system can be an effective sales tool for winning and retaining business. Sophisticated dispatching systems like those from Dispatch Science incorporate the power of artificial intelligence, cloud computing and mapping services through mobile apps that instantly link drivers and dispatchers. These tools enable users to identify and manage the best driver, vehicle and route combinations to meet service level agreements, and manage exceptions on the go.

Ultimately, a dispatching tool should help you serve your customer’s customers. Read more about turning your delivery management system into a sales tool in Courier Magazine.

Read the full article on page 10.

After discussions with courier company veterans, the software and mobile technology experts at Dispatch Science knew the industry was frustrated by lack of adequate software tools that could handle changing technological and customer demands. They were inspired to develop a cloud-based, mobile-first solution that integrates with modern internet, GPS, and mapping technologies.

This new courier delivery management system uses algorithms to automate the order dispatching process. The artificial intelligence engine allows for constant, real-time changes to routes to manage customer and driver expectations.

From the driver and dispatcher point of view, it’s an Uber-style app that directs drivers to their next stop. But there are some crucial differences that are targeted toward the courier industry. 

Courier Magazine interviewed the experts at Dispatch Science for a behind-the-scenes look at the latest technology developments. Read the full article here.