While the logistics industry has made big strides in adopting technologies, it can still learn a lot by taking the customer’s viewpoint. However, more importantly, companies should turn their attention to the delivery agents’ needs.
After all, delivery people interact with the tracking software on a daily basis, meaning that any issues will affect their ability to perform their duties, as well as the customer’s satisfaction.
So, what do delivery agents want from a delivery tracking app?
- Easy-to-Use Interface
First and foremost, delivery agents want the tracking system to be intuitive and minimally demanding in terms of training.
The application should offer quick access to information and have a clean design that minimizes the number of steps required to execute an action.
After all, delivery people do not have the luxury of spending hours studying the software’s features. Instead, they want an uncomplicated interface that requires little to no effort to use. The ability to navigate the application effortlessly ultimately translates into faster deliveries and happier customers.
- Dynamic Routing Options
Delivery agents value flexibility and typically prefer to use dynamic routing options over static ones.
By definition, dynamic routing allows drivers to make decisions based on the current traffic conditions, whereas with static routing, the delivery trucks strictly follow a pre-set route regardless of the circumstances.
With the right tracking app, delivery people can reduce the driving time between pickups and deliveries, thus cutting overall operating costs while increasing the number of stops per shift.
- Complete Information About Customers
Delivery agents appreciate receiving as much information about the customer as possible in advance. They want the delivery address, phone number, instructions, gate, and time of delivery.
Having access to this data helps drivers avoid failed attempts at delivery, which saves both the company and the customer time and money.
- Faster Proof of Delivery Options
Most drivers are opposed to paper-based proof of delivery and instead want faster options such as electronic signatures, photo confirmation, QR code, or timestamped proof of delivery.
Such features allow drivers to finish the delivery faster while also eliminating the possibility that the customer might deny receiving the order.
- Offline Mode
It goes without saying that drivers should be able to use the delivery tracking application even when they do not have access to the internet.
After all, drivers often operate in remote areas where cell phone reception is frequently unavailable.
Offline mode can be crucial in rural regions, underground parking lots, or other areas with limited connectivity.
When the tracking software is in offline mode, drivers can still access the application’s core features such as delivery information, and other critical components while the app caches the data for later synchronization with the cloud once the connection becomes available again.
- Fewer Communications with Dispatchers
Many delivery drivers spend hours on the phone communicating with dispatchers, which takes a lot of time away from making deliveries.
A reliable delivery tracking application reduces the need for such communications by providing managers with access to real-time data regarding delivery statuses.
As a result, drivers have fewer interruptions and can continue focusing on making deliveries. Additionally, such software minimizes the need for drivers to report to their dispatchers about the same information every hour.
- Equitable Allocation of Deliveries
Delivery agents are often frustrated when they see some drivers getting more pickups and deliveries than others while having equal shifts. In other words, drivers want the delivery tracking software to utilize smart routing to allocate equitable workloads to each delivery agent based on the number of pickups/deliveries, distance, and time.
By doing so, the company minimizes the risk of driver burnout while also maximizing the number of stops per shift.
- Fast Status Updates
Delivery drivers want an option to update delivery or pickup statuses seamlessly.
The ability to update statuses quickly is crucial to keep everyone involved in the supply chain – customers, managers, and customer support – up to date.
Faster status updates benefit all stakeholders and eliminate the need for drivers to update delivery statuses repeatedly over the phone.
- Employee Recognition
Most drivers expect the delivery tracking software to offer recognition and performance-based rewards. Ideally, the application would give drivers access to their performance data such as the number of deliveries, on-time delivery percentages, customer feedback, distance driven, and more.
This way, drivers can see precisely how well they are performing and have an opportunity to improve if needed.
- Technology That Enables Instead of Obstructs
Ultimately, drivers want the software that enables them rather than prevents errors.
When delivery agents utilize tracking technology that makes their jobs harder, it ultimately hurts the company’s productivity, reputation, and bottom line.
A competent delivery tracking application should serve as a tool that helps delivery agents make fewer mistakes, pick up more orders, and deliver more packages while keeping the customers and managers informed.
The logistics industry traditionally focuses on the demands of business owners and customers, neglecting the needs of delivery agents. However, companies should pay closer attention to what delivery drivers want from their tracking software.
After all, they are the ones who interact with the application on a daily basis.
As such, delivery companies must recognize that a competent and intuitive app helps drive productivity, customer satisfaction, and employee retention to higher levels while minimizing costs and errors. Therefore, companies should invest in delivery tracking apps that enable their drivers to perform their jobs faster and easier.
