Customer Communication | Last Mile Communications & Updates

Big and Bulky Done Right

Accurate communication from dock to door makes your service more transparent, building trust in customers and clients.

When customers know the details — the delivery window, when the goods leave the warehouse, where they are on their route — they’re more comfortable and feel like they have more control. Especially for items that are big, bulky and time sensitive, accurate delivery updates can mean the difference between a customer who’s on edge and one who’s relaxed and easier to satisfy when you arrive.

Transparency

When you communicate accurately, your customer knows where your truck is and when to expect the delivery. That puts the customer in control of their schedule and moves you up on their list of preferred carriers.

Relaxed Customers

Anxiety — whether it’s over a retail appliance delivery or a load of sheetrock for a high-rise — is a natural part of the delivery process for customers. Giving them visibility into the delivery reduces that anxiety.

Recognition

A smooth delivery process that starts with an accurate ETA and ends with on-time delivery makes it obvious that you’re doing a good job. Customers and clients recognize the quality of service, validating their choice of carrier and spurring recommendations.

1

Schedule confirmation

When an order is ready to be scheduled, DispatchTrack sends a pre-routing message to the customer, letting them confirm that their prospective delivery date works for them. Once the order has been routed, the system sends a schedule confirmation with an ETA and other delivery data. The system also supports customer self-scheduling of deliveries.

Customer communication step one

2

Live delivery updates

The day of the delivery, the system sends a message reminding the customer of their delivery window and letting them know when the truck has left the warehouse. When the truck is one stop away, DispatchTrack automatically alerts the customer. The confidence inspired by hitting windows reliably time and again makes customers feel they’re in control.

Customer communication step two

3

Real-time delivery tracking

Throughout the entire delivery process, customers can check on the status of their deliveries, track ETAs, and even see where the driver is on their route—all from their own dedicated tracking portal. This portal can be customized with your branding to ensure an elevated delivery experience that will keep customers coming back.

Customer communication step three

4

Post-delivery follow-up

Following the delivery, DispatchTrack sends a survey to the customer, so you can track feedback and measure your CSAT scores over time. We also enable you to send delivery receipts directly to customers that include photo proof of delivery captured while the delivery team is on-site.

Customer communication step four