We built a live dispatch and delivery platform for a growing logistics company. Operations teams and customers see driver status, job progress, location updates and delivery problems as they happen.
Industry: Logistics & Field ServicesService: Web & MobileUpdated
Overview
The challenge
Dispatchers relied on phone calls and messages to find out where drivers were and whether deliveries were on time.
Customers phoned support for arrival times too, because the business had no reliable way to share live progress. Delays usually came to light only when a driver or customer reported them.
Dispatchers had to keep calling drivers to ask for updates.
Customers could see very little of their delivery's progress.
Problems often surfaced only after a customer or driver reported them.
The solution
The driver app sends job status and location while a route is active.
Dispatchers see live job progress, which drivers are free and any delivery exceptions on one screen.
Customer tracking pages and notifications show the progress that matters to the customer and keep internal detail out of view.
Before and after
Before
Phone calls
Dispatchers rang drivers to ask for updates.
After
Automatic updates
Driver and job status appears without anyone having to ask.
Before
Calling support
Customers rang in to ask when their delivery would arrive.
After
Tracking view
Customers check progress for themselves.
Before
Found late
Delays came to light after the fact.
After
Live alerts
The operations team hears about problems early enough to act.
Key features
Dispatch sees each driver's activity and job progress as it changes.
Business impact
Clearer view of operations
Customers get useful progress updates without needing to contact support.
Business impact
Fewer status calls
Delays, failed delivery attempts and important status changes are flagged for attention straight away.
Business impact
Faster response
Results
Better Coordination
The operations team sees current job status without constant phone calls.
Before: ManualAfter: Live
Fewer Status Questions
Customers follow their delivery's progress directly.
Before: Support CallsAfter: Self-Service
Faster Problem Resolution
Delays show up earlier, so the team can deal with them sooner.
Before: LateAfter: Immediate
Faster delivery
Reusing these tested parts cut setup time, so the company could start using live tracking sooner.
Gave drivers, dispatchers and customers separate logins, each limited to their own jobs and screens.
Connected the driver app, dispatch view and customer tracking to the company's existing systems.
Watched the location and status feeds, so gaps or failures were caught during busy delivery periods.
Sent progress updates to customers and exception alerts to dispatchers.
Trust and control
Drivers, dispatchers and customers each see only the information and actions their role needs.
Access controlledDriver, job and customer information stays in step across the driver app, dispatch view and tracking pages.
ConnectedMonitoring and clear error handling keep the platform dependable as delivery volumes grow.
ReliableThe delivery company owns the custom product, workflows, integrations and source code we built.
100% ownedThe driver app sends job status and location updates while a route is active. Dispatchers see this live in one control view, alongside which drivers are free and any delivery exceptions. They no longer need to phone drivers to find out where they are or whether a delivery is on time.
Customers get tracking pages and notifications that show the progress of their own delivery, without internal detail. Before, they had to call support to ask when a driver would arrive. Now they check progress for themselves, which means fewer status calls reach the support team.
The platform flags delays, failed delivery attempts and important status changes as soon as they happen. Before, problems often surfaced only after a customer or driver reported them. With live alerts, the operations team hears about a problem straight away and has time to respond before the customer has to chase.
If your dispatch team spends the day on the phone, we can help you build live tracking that drivers, dispatchers and customers all share.