The company that delivers water around the city has made an automated dispatch complex. Dispatch complex is an information system consisting of a logistics module and apps. It provides routes, collects customer data, and helps you more accurately predict delivery times.
Problems we worked on:
more efficiently deliver water with the available forces,
predict the exact delivery time;
• scale the delivery system to other cities and other product categories.
What problem did the client come with?
The client wanted to earn more, but he understood that if he launched an advertising campaign and brought more clients, then his existing system would not survive. The critical capacity of the old system is only 700 addresses per day and 10 crews on the route. In the process of searching for solutions to this problem, we found weak points that were not obvious to the customer himself and created an information system, which consists of a web application for dispatchers and mobile apps for the crew and clients. This system automatically calculates routes that helps to cope with the load of 3,500 addresses per day and to work with up to 40 crews. This does not mean that after the implementation of the system, the company will immediately process so many addresses, clients still need to be found. This means that the system can handle so many processes. To deliver more, they need to run an advertising campaign to attract more customers and more drivers. A month after the introduction of the system, the company delivers as before, but makes it faster, more accurate and, therefore, cheaper. Let's speak more about creating an information system.
How we worked through the problems.
Before we started creating all the apps, we analyzed the internal processes: we talked with managers and employees, analyzed business processes, and traveled along the routes with the crews. After a month of analysis, we found three weaknesses:
high cost of delivery: if a bottle costs 100 rubles, then 40% of the amount is spent on delivery;
limited delivery plan: the old system allowed deliveries only to certain areas of the city, and the logistician had to plan routes manually;
long delivery time: the old system did not give any clear predictions when exactly the water would be delivered.
First, we need to deal with these weak points.To reduce the cost of delivery, we had to take three consecutive steps. First of all, we had to understand why delivery is so expensive to reduce the cost of delivery. Next step was routing automation to reduce the burden on logisticians. The last but not the least important step was training the system to calculate delivery with an accuracy of 30 minutes.
All of this problems is solved with the help of apps for dispatchers, crews and clients.
App for dispatchers
We started by creating an app for dispatchers. In this app dispatchers could create order lists, draw up route sheets for crews, track the status of orders and the location of vehicles on the map. According to the plan, this will help to predict delivery more accurately.
Демонстрация возможностей системы логистический модуль диспетчера + взаимодействие с системой для клиентов.
And the main thing is to collect information about clients in a separate database.Nikita, developer: "While we were driving along the route with the crews, we noticed that all the information about the client is often in the mind of the forwarder. But the system each time builds different routes and the crews have to go to clients who are new for them. Therefore, they have to navigate the terrain. The second reason for the long delivery time is that forwarders prepare documents on the spot, when they have already arrived."
Научили приложение выводить статистику для руководства: по заказам, клиентам, среднему чеку и тепловой карте с распределением заказов по карте.
We made our own mobile apps for crews and customers.
This app informs the forwarder of information about routes and delivery details, forms the nearest goals and shows what exactly needs to be done, displays statistics of delivered orders. The calculated route can be loaded into a convenient navigation app.
This solves the problem of collecting customer information. Previously, the same driver went to the same address, but if he left or someone replaced him on this route, the delivery time increased, because the new driver did not know where to go, which call to call, which side of the building drive up. Also, drivers could go to a competitor's company, taking their customer base with them. There was no sense of working with a brand, but rather working with a specific forwarder in such a system.
Now all information about delivery details is recorded in the app and stored in a common database. And so that the forwarder does not steal the database of customer numbers, he calls immediately through the app, without seeing his number.
Детали о клиенте. Теперь у водителя нет контактов, связь происходит через приложение. Это нужно для того, чтобы водители не уводили клиентов с собой в новую компанию.
This app helps to order water without having to go to the site or talk to the dispatcher on the phone. In that app you can place an order, select the desired day and time of delivery, or cancel the order. Since water is usually ordered in the same volumes and to the same address, the process has been simplified several times - the client only needs to repeat the previous order by choosing the date and time. Everything is very simple, understandable and convenient. This is usually what good apps and interfaces lack.
The client can cancel the order even 5 minutes before delivery. The program automatically recalculates the route of the crew.
The app answers popular questions.
The order is placed on one window in 2-3 clicks.
there are three main amenities for the client:
ordering water quickly and without talking to the operator at the time he needs (because everyone here is socially phobic and don't like talking on the phone, let's admit it)
knowing the delivery time to within an hour
The order is placed on one window in 2-3 clicks.
The order is placed on one window in 2-3 clicks.History of water delivery orders through the application / website / phoneThe client can cancel the order even 5 minutes before delivery. The program automatically recalculates the route of the crew.