FEATURE SYGIC | SCALING DELIVERY DURING COVID The pandemic is creating new opportunities but delivery companies need to take responsible measures in order to ensure stable and controlled long-term growth With more purchases currently happening online, delivery companies are expected to step up and respond to the demand. growth. Moreover, a significant portion of new employees won’t have enough experience driving professionally, as they will be switching occupations as a result of lay-offs in other industries. Devising new on-boarding programmes and having strong tech in place will play a crucial role in supporting this new team dynamic. Some big players have already announced that they will create new jobs in the near future and smaller firms may follow suit. Increasing first-time delivery success While this presents a unique opportunity, there is a hidden pitfall as scaling up may also make the existing process inefficiencies more apparent. Problems and costs may arise, for example, as a result of a higher number of returns and errors. An uneven ratio of new hires is also to be expected, as drivers are more in demand than other roles. However not every business has a structure and processes in place to support this unprecedented With more orders to process, optimising the delivery success rate is more important than ever before. The key is to keep the recipient in the loop by providing ETAs or time windows, as opposed to simple information about the delivery date. Offering a narrow time slot usually works better, as customers make adjustments on their end to be available to receive the order. This leads to lower wait times for the driver and increases the chance of first-time delivery success. 36 | LOGISTICS MIDDLE EAST JULY-AUGUST 2020 www.logisticsmiddleeast.com
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