Late deliveries, cold pizza, unhappy customers. One of the biggest pain points for many pizzerias today is delivery management. If you’re not using technology to manage your deliveries, your delivery service is less profitable than it could be.
Delivery management and speed of service go hand in hand. Today, we look at ways to streamline delivery operations and increase speed of service for your delivery customers, looking at three specific areas:
Efficiency – Ever find that you’ve scheduled too many drivers—or not enough—for your order volume on a shift? If your schedule is inefficient, chances are you’re paying too much labor, ticking off your drivers by sending them home early too often, or ticking off your customers by showing up late with cold pizzas.
The scheduling system in your POS should help you create smart schedules based on historical sales and accurate forecasts. The system should tell you much more accurately than your gut how many drivers to schedule, and when. And it will show you clearly when you need to make adjustments on the fly.
For example, if your forecast shows that on busy Fridays, the peak time for delivery orders is between 5:15pm and 7:45pm, you can schedule to ensure you have the right staffing levels in place during the peak period, and reduce staffing once the rush is over.
Another way to get more mileage from your drivers during wait times is to cross-train them to work in other areas of the business. Drivers can take out the trash, fold pizza boxes, sweep the kitchen, and participate in social media marketing efforts. “When our drivers come back, we ask them to do dishes or tidy up the front of the house,” says owner of Ian’s Pizza, Lexy Frautschy. Many operators control costs further by setting up the point of sale system to adjust drivers’ pay rates automatically when they’re on the road (earning a tipped wage) versus in the store.
Performance – Managing customer expectations is critical. If the delivery shows up at the expected time, everyone’s happy. On the other hand, if the driver is late, sometimes by even just a few minutes, customers call staff at the store for an update, adding additional cost, and get upset that you failed to deliver on your promise.
Managing promised delivery times is crucial. A pizza POS system like SpeedLine supports this in a couple of key ways:
- An automatic setting quotes delivery times based on current order volume and kitchen load—so staff can focus on their work, with the confidence that the times they’re quoting are accurate. (And with integrated online ordering, the same up-to-date delivery times are communicated to customers online.) For further accuracy and control, a manual override option allows a supervisor to adjust the quoted times at will.
- Even so, kitchen priorities and road conditions can be a factor in late deliveries. So when the completed order is assigned to a delivery driver, the POS automatically sends a message letting the customer know the order is on the way. This notification includes an updated ETA based on current traffic, so your customer knows when the order left the restaurant, and when to expect their delivery.
Staff performance is another key factor for both drivers and kitchen staff. The point of sale system can provide detailed performance metrics to help you manage every element of your delivery service:
- On-time and late deliveries
- Out the door time
- On the road time
- Wait time between runs
- Quoted times
- Delivery times
- Driver mileage
- Driver and delivery fees
- Deliveries per run
- Coupons and credits applied after deliveries
Review these in dashboard form during the shift, in detailed back office reports, or even in heat map form for analysis and problem-solving.
Driver Performance Dashboard
Analyzing these critical performance indicators helps you manage delivery for peak performance, tighten controls, and ultimately, increase profit.
Mapping – Relying on paper maps with new drivers who may be unfamiliar with the area and local traffic can be a nightmare for a pizzeria. But you can control the drive factor with a visual dispatch system. SpeedLine LiveMaps, for instance, gives you tools to shorten delivery times, control costs, and increase customer satisfaction.
LiveMaps equips your drivers with best-route-in-current-traffic navigation using the driver’s own smartphone. Laws often prohibit the use of smart phones while driving, so drivers can use the native mapping app for accurate, hands-free navigation, and driver safety.
An interactive expo station lets drivers or expeditors sort and group deliveries on a virtual map, reducing mileage costs, and increasing delivery speed and efficiency. Visual dispatch makes things easy, not only suggesting the best route, but also factoring in traffic conditions when giving routes and delivery times.
Watch The Drive Factor to learn more about how LiveMaps POS Visual Dispatch can increase delivery efficiency.
Posted by Tricia Hoy| Author's website