You have selected the best system for your operation, received approval for your proof of delivery project and planned a seamless on-site customer experience, making sure to include collection of all the operational data you require. But how do you ensure things go to plan out in the field?
Most advanced proof of delivery apps will force your mobile workers to comply with the procedures you have created. However, what if your drivers find the mobile device difficult to use or become frustrated by lengthy processes in front of your customers?
Investing time in training, testing and consultation early in the implementation process can:
Despite the simplicity of many proof of delivery apps, it can still take time for your mobile workers to get used to new procedures, particularly when moving from a traditional paper-based system. Organising familiarisation sessions or providing resources for easy reference helps your mobile workers become comfortable using the system. It also allows them to work through any teething problems before they need to use the software in a live environment.
Scheduling training in good time can also promote quick adoption of this new way of working by a larger number of your mobile workers, allowing you to attain benefits such as increased workforce productivity and removal of delivery paperwork more quickly.
Mobile workers transitioning from a paper-based process to a proof of delivery app may find using the hardware itself challenging. Testing your chosen mobile device in the field with a small test group can highlight any potential issues that could cause a barrier to driver adoption or affect the customer experience. For example, you may want to check that the device is easy for your drivers to handle or store while transferring goods into the customer property, that the camera quality is sufficient if you are expecting to capture on-site photos or that the device is durable enough if your working environment is demanding.
Hardware testing conducted early in the procurement process can ensure that the buying decision is the right one for your operation, removing the risk of expenditure on unsuitable devices.
Consulting with your mobile workers could provide valuable insights into how current processes could be improved and how new field initiatives would work best. Discussing new electronic processes with your drivers or even conducting tests in the field can ensure your implementation goes as smoothly as possible and give you access to all of the expected benefits. For example, while it seems logical to record all details about a delivery and then collect the customer signature, your drivers may tell you that it is more practical to collect the signature first to avoid customer frustration.
Drawing on the experience of your drivers will allow you to build on-site procedures to benefit both your organisation and your customers while making field processes easier for your mobile workers.
Whether you are delivering goods or services, the on-site encounter represents the final customer touchpoint and may even be the only physical contact your customer has with your brand. Implementing an electronic proof of delivery app can help you create an outstanding on-site delivery experience and improve customer loyalty. Ensuring your drivers are comfortable with the software, mobile devices and field processes early in the implementation can guarantee the realisation of these benefits.
Get in touch to find out how the fleXipod proof of delivery software can improve customer service while streamlining operational processes.
