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last-mile

The Dispatcher: Issue 6

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How Location Intelligence Enhances The Customer Experience

Location intelligence, when combined with the vast amounts of operational and customer data owned by most retailers, delivers greater efficiencies and levels of customer experience that were previously unattainable.

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Amazon Is Now Texting Arrival Times For Package Deliveries — Here's How It Works

Amazon has started texting customers to let them know what time their packages will arrive.

The text notifications are still in testing phase, so they aren't available to all customers, an Amazon spokesperson told Business Insider.

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Chains Start Charging More For Delivery Orders

Restaurants raise prices for delivery as providers ease requirements and say they've had little pushback from customers. 

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4/20 Broke Marijuana Delivery Websites Everywhere

April 20 - or 4/20 as it's commonly referred to - is undoubtedly the marijuana industry's biggest day. So it's no surprise that a lot of weed was bought, sold and smoked last Saturday. But even though licensed retailers and couriers knew there would be a huge spike in cannabis purchases last weekend, many couldn't supply enough weed to meet consumer demand. 

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Domino's Leaning On Fortressing To Improve Delivery, Not Third-Party Aggregators

"What happens when you have a service failure?" he said. "Who is to blame?"

With 62% of diners blaming both restaurants and delivery companies for bad business, it makes sense that third-party delivery is just a risk Domino's isn't willing to take. 

In An Industry Still Modernizing, HERB Makes Cannabis Delivery As Consumer-Friendly As Pizza

How HERB built a brand on fast delivery, with a little help from GetSwift

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Over a half decade ago, before recreational marijuana was even legal in California, Bobby and his business partner at Los Angeles-based HERB started thinking about delivery.

Nearly everyone receiving delivery of that beloved green herb had an experience that left something to be desired: quickly opening the doors of an unfamiliar car, no clue who the delivery person is, no real explanation of the product. And also potentially unsafe.

When Bobby founded HERB, which has since become a delivery service known for its customer service and ultra-quick delivery times (just look at reviews on Leafly or Google for proof), with routine 30-minute deliveries in the notoriously congested city, he wanted to radically change the notion of user experience when purchasing cannabis products.

“We wanted cannabis users to achieve the same level of convenience that they were achieving in all other aspects of their lives,” Bobby said. “You can order coffee to your office or your home, you can get food delivered any time you want. Why not cannabis?” he asked.

The Early Days

From the start, HERB decided to build its business on two pillars: being digital first and giving world-class customer service (both, of course, include delivery). Simply creating a website helped them stand apart. Five years ago, most cannabis retailers didn’t even have a website, so the fact that HERB built one that looked nice with a wide product selection and in-depth product descriptions was groundbreaking.

In terms of customer service, Bobby knew that creating the right experience for users meant giving them knowledge and attention. He said consumers had been misled about cannabis for a long time and it was HERB’s role to come in and help educate them.

In the early days, “Our customer service line was lit up all day long, where we would literally just talk to people—15-, 30-, 45-minute conversations—about what they wanted to achieve through cannabis use and how they might be able to get there,” Bobby said.

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Scaling Up & Transforming Delivery

Customer service, of course, is also about speed and convenience, especially since the competition is fierce. If you’re not consistently fast, customers have the option to just walk to a dispensary to purchase flowers.

The company has since been able to promise that speed to customers, offering “Free, Fast Delivery” that will “arrive anywhere from 15-45 minutes” right on their website. (That’s in contrast to the normal delivery time promised by competitors, which is typically over an hour, Bobby said).

As the company has scaled up, the way to achieve that speedy delivery has changed, though.

In their first year, Bobby and his team were dispatching and communicating to their handlers via text message, something that at a small scale, worked just fine. But soon after, they started using the GetSwift platform to keep track of hundreds of deliveries and dozens of routes at once.

“As we began to scale, dispatching and routing became a really complex thing to do,” Bobby said. “Keeping all the information straight, keeping the routes straight, and ensuring that everything is going as planned, is really a feat in itself.”

“Without using a logistics platform like GetSwift at the scale that we’re at, it would be very difficult to execute on the promises that we make our customers,” he added.

GetSwift Gives Flexibility, HERB Nails The Execution

For Bobby, the beauty of GetSwift’s platform is its adaptability.

“The platform is built in a way that it’s easily customizable, so if you need to add or delete fields, if you want to go automatic dispatch as opposed to manual dispatch, you can do all of those things...It’s very open source,” Bobby said. And the fact that he can call GetSwift’s team if a problem arises and quickly get an answer has been a big help, too, he said.

However, the software is just the foundation. It’s the execution that makes HERB stand out from competitors, Bobby said.

“How you use (GetSwift) and how well-trained your employees are and how much they’re hustling is truly what makes the difference at the end of the day,” he said.

The Many Facets Of Delivery Experience

When you take a look at reviews of HERB on Leafly, you quickly learn what customers like about the HERB platform, and they are all things that a last-mile logistics platform can help businesses achieve.

On Leafly, customers raved about the fast sign-up:

“The delivery service is amazing, quick verification and easy ordering.”

And the Live Order Tracking and SMS Alerts:

“Herb is the best service. I’ve used them for over two years now. They allow credit cards upon delivery and they use a convenient app to track your order!”

And the flexible payment options:

“Herb is great! Wide selection, arrives in a timely manner, friendly delivery people, and arrives in a cute box. You can use a card or cash and the checkout is easy. I use Herb exclusively!”

Finally, it looks like you can’t beat their speed:

“They always arrive in like 30 minutes or less! Fastest of all the deliveries! They are super professional and each delivery comes in a cute little package with info on your product.”

The reviews go on and on (in the hundreds). But if you think HERB is going to rest on its laurels (or its flowers), you just wait. This is just the start of Bobby’s big ambitions.

“Our primary goal is maintaining our status as the best delivery platform in the state and hopefully we’ll be able to expand nationally and worldwide at some point,” Bobby said.


To learn more about how GetSwift’s smart delivery platform can elevate your business, Get in touch with us. 

A personal snapshot of our Founder & President in today's The Native Influence.

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An excerpt from Joel MacDonald’s Native Influence profile.

Find the full version here.

How do you motivate others?

I think any good leader understands the concept that no individual is the same and each has a different hierarchy of needs. The leader’s job is to understand the needs hierarchy of that individual and augment that with the broader common movement of a group, team or organization in order for all stakeholders to reach a level of purpose, achievement, motivation, and fulfillment. It’s also probably a good idea to do an audit of yourself first about your own hierarchy of needs and what drives you as a person to have a better and more empathetic perspective on the people around you.”

— Joel MacDonald

GetSwift Appoints Marc Naidoo to Board as Non-Executive Director

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NEW YORK--(BUSINESS WIRE)--GetSwift Limited (ASX: GSW) (‘GetSwift’ or the ‘Company’), a leading provider of SaaS logistics technology, today announced the appointment of Marc Naidoo to the GetSwift Board of Directors. Mr. Naidoo brings over 20 years of technology and governance experience to GetSwift.

Marc Naidoo joins the Board as a seasoned senior technology executive with global experience in managing IT systems and infrastructures in large geographically diverse companies. He also has significant experience in governance across large technology groups in senior management positions in Asia Pacific, Europe, and Latin America.

Mr. Naidoo is currently GM of Technology for Global Finance Transformation at Toll Group, which operates a vast global logistics network across 50 countries with over 40,000 employees that provides diverse freight transport services including road, rail, sea, air, and warehousing.

“I am thrilled to join GetSwift’s Board of Directors during such an exciting period of hyper growth for the Company. GetSwift’s position as leading global SaaS provider is well-known as it accelerates its penetration into international markets particularly North America,” Mr. Naidoo said. “I look forward to leveraging my deep experience in growing technology organizations and in governance to help GetSwift achieve its goals.”

Michael Fricklas, Independent Non-Executive Chairman of the Board of Directors said, “Marc brings significant technology experience particularly around optimizing and growing organizations.” Mr. Fricklas said, “On behalf of the Board, we look forward to working with Marc and to the contributions he will make to the Company as it grows organically and inorganically in the coming years.”

Bane Hunter, Chief Executive Officer and Executive Director said, “Marc is a world class executive with tremendous technology and governance experience. We are excited to add such a valuable person with core technology and logistics strengths to the Board and to the Company. I am excited to welcome him and look forward to leveraging his experiences as the Company continues its global expansion and for creating long-term shareholder value.”

Mr. Naidoo’s previous technology experience also includes senior roles at NBN Australia’s Broadband Network, BHP Billiton, Foxtel, and General Motors including CIO of General Motors Australia and New Zealand. Over his career, he has successfully delivered several digital transformations, Big Data initiatives and organizational transformations with a strong focus on the customer and operational stability.

Annexure: Proposed equity grant

Subject to receiving shareholder approval, GetSwift proposes to issue an aggregate 300,000 options to subscribe for one fully paid ordinary share each in the capital of the Company (Options).

These Options are intended to be offered to Mr. Naidoo or his associates, consistent with US market practice for emerging growth companies and consistent with the previous options awards made to Belinda Gibson, David Ryan and Michael Fricklas.

In accordance with commentary in the ASX Corporate Governance Council Principles and Recommendations, these securities issued to non-executive directors will not have performance hurdles. Further, they will not vest if the recipient ceases to be a director of the Company.

The Options will be granted no later than 1 month following shareholder approval, with an exercise price for each Option being the 30-day VWAP for shares in the Company immediately prior to the grant date.

Over 3 years, the Options will vest in equal quarterly installments, but they may only vest if at the time of the applicable vesting the recipient is still a director of the Company. The Options expire 10 years after their issue date.

Adjustments to numbers of options and exercise price are only as permitted under ASX Listing Rules. If the shares resulting from the exercise of the options are issued and not transferred, the Company will immediately apply for quotation of the shares. The Option terms will include acceleration of vesting for change of control or liquidity events. Options are not transferable prior to vesting, other than to estate planning vehicles. At the request of the Option holder and subject to all applicable law, options may be net exercised.

About GetSwift Limited

Technology to Optimise Global Delivery Logistics

GetSwift is a worldwide leader in delivery management automation. From enterprise to hyper-local, businesses across dozens of industries around the globe depend on our SaaS platform to bring visibility, accountability, efficiency and savings to their supply chain and “Last Mile" operations. GetSwift is headquartered in New York City and is listed on the Australian Securities Exchange (ASX:GSW). For further background, please visit GetSwift.co.

Contacts

Media enquiries: John Jannarone: jjannarone@getswift.co
Investor enquiries: investors@getswift.co
Company Secretary: Sophie Karzis: skarzis@getswift.co +61 3 8622 3351

GetSwift allows this Meals-on-Wheels provider to put real-time tracking in Seniors hands.

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GetSwift allows this Meals-on-Wheels provider to put real-time tracking in seniors hands. Real-time tracking of deliveries is the new norm, and it’s working even for folks we sometimes assume aren’t so hip with technology: the elderly.

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A new partnership between GetSwift and Somerville-Cambridge Elder Services (SCES) in Massachusetts is allowing older people who rely on free hot meals to accomplish all sorts of new, important tasks: track their meals in real time, receive text message notifications, cancel orders, and more.

The older generation is getting it done right from a simple SMS message to their smartphones—being able to track the location of their hot and cold meals, snacks, and frozen foods in real-time. SCES alone served more than 240,000 meals last year, part of the over 2.5 million Meals-on-Wheels delivered across the country.

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Somerville-Cambridge Elder Services (SCES) utilizes GetSwift to send text notifications when a delivery is scheduled and when the meal is on its way, which is crucial because we all know there’s nothing more important than a fresh, healthy meal.

For SCES, the GetSwift platform allows them to improve their customer service, become more efficient, and reduce food waste. Their customers no longer have to call them to check on a driver’s ETA—instead seniors can see the driver’s route in real-time, along with an ETA, right on their smartphones.

S.C.E.S implemented GetSwift with its client base last fall and both their drivers and customers are benefitting from the upgrade in technology.

GetSwift is a global leader in delivery management automation and is proud to be in a supporting role behind SCES, a nonprofit elder services agency that’s dedicated to helping people maintain independence and well-being at home, by providing services, supports, and information.

For more information about how GetSwift can transform your Customer Experience, contact info@getswift.co

The Dispatcher: Issue 5

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Wary of Third-Party Delivery, Some Restaurateurs Say, 'It's a Parasitic Relationship.' 

Unlike an increasing number of casual restaurant owners in Pittsburgh, Sonja Finn is fending off food-delivery companies because they undercut the very reason she opened Dinette.

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Tips to Crafting a Winning Delivery Strategy


L.E.K Consulting recently released a report predicting delivery sales would grow at more than three times the rate of on-premises revenue through 2023.

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The Last Mile


In the world of e-commerce, customers want two things: faster shipping times and cheaper prices. As companies compete along these two metrics, squeezed margins force new innovations in efficiency. 

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Autonomous Food Deliveries (And Robots) Put To The Test

The last mile can be vexing for firms aiming to get their products in the hands of consumers. For food companies, the logistics of the last 10 feet can prove a challenge as well.

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Swift Tip: Add Custom Proof of Delivery Fields

Do you need additional information from your customers or drivers as the order is being completed?

 We can help you add these custom fields, such as "# of Boxes" or "POD Name".  

The Dispatcher: Issue 2

Mercedes’ AI research could mean faster package delivery

Using a combination of computer vision and AI, Mercedes believes it can help reduce the time needed to load packages onto vehicles and make sure these boxes are in the optimal spot for an AI-created delivery route. More importantly to delivery companies, the system is cost effective.

To reduce traffic, pollution, delivery services hop on the bike

“UPS is very focused on urban logistics, and our ‘cycle logistics’ solutions, which the cargo e-bike is part of, are all designed to address congestion and pollution,” UPS spokesperson Glenn Zaccara said in an email.  


How smart logistics can help a retailer win the same-day delivery game

Retailers can remain competitive if they can determine how to offer same-day shipping at low prices. Same-day delivery is no longer just a plus but an expectation

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The last mile: Logistics’ final frontier meets gig culture
The so-called "last mile" conundrum has stumped otherwise perfectly tuned systems, confronting them with routes and infrastructure that simply aren’t designed to handle the demands of frequent shipments.

The cost of a failed delivery continues to rise, survey shows

"Today, simply tracking a package isn't enough. Retailers and brands that want to thrive need to invest in people, processes and tools that positively impact last mile delivery and customer loyalty."

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Swift Tip
: Use Automated Alerts to prevent failed delivery  

  • Maintain, retain and build customer loyalty through proactive outreach

  • Let your customers know when to expect their delivery with a customized SMS or Email

  • Send a Tracking Link and customers can follow their delivery on our White Labeled Map...they will even see a live ETA!

  • Solicit feedback with an automatic survey to identify strengths and weaknesses of your business