The story of iDeliver sheds light on the need of technological re-invention of best delivery practices, customer support, and care in the face of businesses expansion. This post seeks to make a case for iDeliver as a contemporary business model for delivery businesses.
Commemorating the almost total relaunch of the firm, after its collapse a few years back, the CEO of iDeliver announced:
“Keeping technological innovation separate from our delivery mechanism and customer care was a grave error. It almost cost us our firm. Customers expect updates about the progress on their orders as a no-brainer”.
iDeliver – A Case Study
iDeliver offers a model case study for delivery businesses. It offers insights not only for small businesses such as laundry services, bread makers, and low-budget parcel delivery firms but to bigger businesses like security firms as well.
It is only fitting to start at its inception:
Imagine iDeliver exists
It is a business whose sales and brand image was tied to its timely delivery of goods.
Each day iDeliver sent out its goods to awaiting customers. As its business grew, its customers became dispersed over a larger landscape.
Reaching them took longer.
As a result, it became harder to keep track of the deliveries in a cost effective manner. Keeping in touch via emails, messages, and calls was fast turning into a nightmare for the management.
Soon it did.
Customers and clients stepped back as managers became unable to keep track of the deliveries. In a rush to save their firm, iDeliver decided to invest in using GPS tracking devices. The financial burden almost proved fatal. In their research they made another miscalculation – Active GPS was not a one-time investment, and though it could be used for their business, it was not meant for it.
It was costly, and though the updates were sent in real time, they were not needed as often. Furthermore, the integration was ad hoc and customers were not aware of the service or were not educated of how to use it.
Smaller and costlier devices, monthly payment packages, newer workforce, and the failure to integrate the services into the marketing strategy all bloomed into a financial and management catastrophe.
The relaunch came with the move towards the other side of using GPS systems – passive tracking systems that allow collection of travel data of good distributors. The GPS tracking devices are a complete built-in infrastructure and connect to the cloud via your business computer, hence only a onetime investment is required in purchasing the trackers. The data is collected and recorded on the tracker / datalogger and then downloaded to a company computer at the end of the day. That way the delivery manager has a daily report (or more often) and can show it directly to the customer. The customer remaisn informed on a regular basis.
iDeliver is a category of real businesses that heavily depend on delivering goods. Their services range from laundry, bread, milk, and low-budget parcel delivery firms to security companies and even dog walkers.
Passive GPS tracking systems offer a cost effective solution for keeping track of goods delivery. It ingeniously slides in as additional customer-care by keeping customers updated of the whereabouts of the goods being delivered.
Can you think of a company that might be suffering the same fate or heading in the same direction because it has not yet shifted to passive GPS systems?
If you do know them, or are following them, then pass on the message – they are lagging behind when the solution is quite simple: a touch of unlimited passive GPS tracking.