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William Hung, Payment Asia: “DRun a real-time interface designated for delivery business, will help in keeping the goods in the eyes of managers of delivery companies”
Online shopping is already a common practice in the digital age, meaning the last mile logistics is now a market and a lucrative business too. However, given the diffusion of parcel distribution and thus the increase of points of destinations, number of transactions, trucks and drivers, it is not easy for delivery companies to adapt and administer the explosion of logistics procedures, causing the long period of ‘pending’ or ‘delay’ status in customers’ shopping accounts.
The birth of DRun, a real-time interface designated for delivery business, is to change the once uncontrollable and uncertain into manageable and data-based procedures – to keep goods in the eyes of bosses or managers of delivery companies.
Cash transaction used to dominate the delivery business. Drivers would carry petty cash, either by themselves or the accounting department, for charges when customers receive the parcel and pay the order. However, manual processing of cash payment and settlement often leads to mis-calculation and finally discrepancies between the should-be and practical amount received.
If a delivery company has 20 drivers and each of them is assigned to carry 15 orders per day, in a five-day working week, still USD 7500 would turn to be sunk cost if the average amount of is just USD 5. Including the required bank deposit cost, the necessary human resources spent on tracking the missing amount, and time cost, the item of settlement cost would possess a big portion in the expenditure pie chart.
DRun supports QR-code based cashless mobile payment system AlipayHK. Every screen of QR-code would become black-and-white transaction record in point-of-sale machines and so the error of manual cash exchanging and transferring procedures would be diminished. Together with the well-known feature of short settlement period and low administration cost, now the delivery companies could save the once unavoidable sunk cost and grasp the general picture of daily transaction with graphs and figures.
The rise of ecommerce raises the expectation of customers of receiving what they have ordered on time and in their preferred locations, but it is often a challenge for delivery companies to monitor the fleet in every second given their limited resources.
DRun includes a dashboard that shows the details of each order. In addition, it allows bosses or managers to locate the real-time locations of drivers through the in-plugged Google Map function. While the drivers’ mobile devices have installed DRun, their exact locations would be shown by GPS, which allows bosses or managers to be notified the updated operations, without endless calling or checking for confirmation.
Validation and optimization
Customers often provide unofficial or mistakenly written addresses. In the past, drivers themselves would take time to manually confirm each address.
After entering the customer-provided addresses, the address validation function of DRun would show computer-readable addresses, i.e. recognised by Google Map, in seconds. Afterwards, based on the validated addresses, DRun’s build-in route automation would provide suggested route(s) on the screens of drivers’ mobile devices. The route(s) are the synchronised traffic maps informing the shortest and most time-saving ways drivers could go from their starting points to destinations.
Contract-based communication on mobile chatbox
The delay of particular orders may not be caused by wrong addresses/delivery routes or by underperformance of drivers, but by the unavoidable traffic jams or accidents on the roads.
To allow drivers communicate with customers along the way, DRun is equipped with mobile chatbox letting drivers reporting the latest road status to customers without revealing the drivers’ mobile or WhatsApp numbers. The non-disclosure chatbox aims to ensure that drivers could keep contact with customers without phone-calling disruption. Bosses or managers may even join particular conversations to form 3-party chats in the non-disclosure chatbox to help drivers explain the delivery policies or on-site difficulties. Whenever facing such abrupt or unexpected incidents, it is important for delivery companies to response the customers’ enquiries in seconds and manage their expectation.
Objective performance management
In DRun company accounts, besides sorting by orders, bosses or managers could review the daily operation by the names of drivers, i.e. trace the drivers’ performance based on the amount and number of delivery orders they complete every day and their on-time rate. The order-based chatbox communication between drivers and customers is also an important reference to reflect how customers feel and react the delivery services. It would be a useful tool for companies to formulate business strategies and adjust human resources policies with the reference of objective data.