Dlivrd Clients Dlivrd clients that utilize Slack each have a separate channel in this section for communication. Refer to the client section of the knowledge base for each client’s preferred communication method and special instructions. Escalation Notifications Dispatch
If a driver chats in and says they can’t get ahold of the customer to deliver the food, first make sure they have tried calling the customer. In the driver app, next to the customer’s name is a phone symbol. If they tap that it will call the customer and hopefully that connects the two. […]
If a driver requests assistance with contacting the customer or restaurant but you see a phone number in the task (in the customer tab) they can dial by simply pressing the phone icon in the task next to the contact and then dialing using their cellphone. If they are still having trouble send them this […]
Simple, effective communication is a must for any organization, which is why dlivrd utilizes Slack to connect our agents, team members, and clients. It allows us to organize our operation into channels and categories putting the information you need right at your fingertips. How Does dlivrd Use Slack? Slack is used for 3 main avenues […]
Not uncommon for a CP to forget items and ask for a driver to come back to redeliver it. The driver could also be at the customer and they notice something is missing and chat in about it. If the driver messages in about missing items start by identifying the source of the order. EzCater […]
If a driver does not mark their pickup task Successful 15 minutes after the pickup time, we will receive a notification in the “pickup_not_complete” Slack channel. This is a prompt for DSC’s/Support to look into the progress of an order so that we can be proactively communicating delays with the order provider/restaurant partner, and also make sure […]
If a driver’s GPS does not mark them on location (task status changed to “in progress”) 5 minutes after the pickup time we will receive a notification in the “not_at_pickup” channel in slack. This is a prompt for us to check in on the progress of the order so that we can make sure to […]
Throughout the delivery process there are multiple steps (or milestones) that the drivers must complete to ensure a successful delivery. The purpose of these milestones is to make sure that we are able to minimize bails, keep open communication about potential issues and have accurate tracking for our clients. Meeting the order milestones not only […]
This particular scenario happens more often than one would think. Oftentimes the restaurant will have the wrong time for the driver to arrive, an example is an 11am pickup with an 1130am delivery time but the CP has it as an 1130am pickup. The driver is usually the one who will point this out in […]
If the driver arrives to pickup, and the CP says they cannot release the food because the order isn’t paid for, we need to advise the driver and also reach out to the client (order aggregator or direct client). Since we don’t work with customers directly the orders are 100% always pre-paid.
