Addresses and delivery instructions
The agent checks the address, contact details and delivery window. The courier receives only the information needed for their route. Address changes can be confirmed before another attempt.
Custom Development
CRM for Last-Mile Delivery
Dispatch is responsible from the moment a parcel is handed to a courier until it is delivered or returned. We’ll design a CRM where couriers, support agents and dispatchers can share address corrections, changes to delivery windows and reasons for failed attempts.
- Route sheetDelivery window and active courier task.
- Delivery attemptProof of delivery or reason for a failed attempt.
- Next actionRescheduling, another attempt or a return.
Why delivery attempts fail
- Recipients are out, don’t respond or provide inaccurate addresses. Deliveries fail and costs rise.
- Couriers work across different zones, but routes are planned without accounting for conditions on the ground.
- Customers want an accurate arrival time and a way to change it with one click.
- Recurring customers’ delivery instructions, such as entry codes, requests to leave parcels at the door or call ahead, aren’t saved.
- Delivery complaints aren’t logged consistently, so the same issues keep occurring.
Route sheets, delivery statuses and reattempts
These modules can be included in the project. We’ll agree on the scope and workflow rules after reviewing your processes.
Courier route sheet
Dispatch assigns deliveries by zone and available time windows. If a window changes, the agent can see whether the new assignment has been confirmed.
Delivery notifications
Customers can be notified of a confirmed window, a reschedule or a completed delivery. We’ll agree on timing and delivery method based on the available channels and service rules.
Courier workspace
The courier sees their shift tasks, selects a status and adds proof of delivery if the customer requires it. Task handover is logged separately from closure.
Failed attempts and returns
A failed attempt gets a reason code, a note and a next action. This distinguishes reattempts from returns to the sender or complaint handling.
Delivery performance by zone and sender
The manager compares first-attempt delivery rates, return reasons and the share of rescheduled windows. Metric definitions are agreed before implementation.
CRM Workflow Examples
How teams can divide responsibilities and handle exceptions after rollout.
The recipient asks for a different delivery window
The agent records the preferred time. Dispatch checks for an opening on the route, then shares the approved change with the courier and confirms the new window with the recipient.
Incorrect building number
The courier logs that the parcel could not be delivered because of an address issue. Support contacts the recipient, then dispatch schedules another attempt or a return under the sender’s rules.
What to Include in the First Release
We’ll choose one zone, its typical delivery windows and a set of failure reasons. Dispatch, couriers and support will walk through rescheduling, delivery and returns. We’ll map those statuses to the source order system and agree which delivery instructions can be kept.
Once we agree on the requirements, we design the screens, build a pilot, and try it against the agreed use cases. We plan the rollout and follow-on modules with your team.
Discuss the First PhaseDevelopment FAQ
How do we distinguish an unavailable recipient from an address error?
We’ll define separate failure reasons and next actions. For example, the agent verifies the address and dispatch offers a new window once it is confirmed.
Can couriers confirm delivery when they’re offline?
Offline capture can be included if your routes need it. We’ll agree what proof can be kept on the device, when it syncs and how repeated uploads are handled.
Let’s review one failed delivery
Tell us who approves a reattempt and how the agent sends the updated address or time to the courier.