Liquorun is a very interesting business model. The team does not believe in carrying their own stock or warehouse overheads. To scale quickly Liquorun decided very early on to decentralise their warehouse model and to give their their delivery drivers the ability to walk into any liquor store around the country without having any direct partnership with that store.
Liquorun's operations team used Swift to automatically dispatch jobs to nearby drivers based on their carrying capacity and proximity to the specified pick up location. Then there was the real time delivery updates that removed the need for Liquorun to have a huge customer support team. By introducing two-way communication between the customer and driver, the Liquorun support team halved and upper management were delighted that so many dollars could be saved since introducing Swift.
All delivery drivers could accept a signature upon delivery to prove delivery had occurred and then an SMS was sent to the customer to encourage them to provide feedback on the service so constantly monitor which drivers were providing the best service.
62% decrease in customer support enquiries
34% increase in customer retention
75% increase in driver performance once feedback was introduced
69% increase in driver acceptance response speed once they knew they were be being sent orders based on their feedback and speed