Example Implementation - Restaurant Delivery Service
In this example, we will take the example of a 3rd party restaurant delivery service completing a delivery for a restaurant chain and talk through a typical process
Step 1 - Creating Jobs
A hungry customer of the restaurant chain goes to the restaurant's website and uses their custom ordering platform to order a meal. The restaurant's ordering system calls the Spatula API to create a job in the delivery team's Spatula account.
The job information sent to Spatula via the API includes pickup and delivery locations, the customer's contact details, and the order details. A branding 'Campaign' ID is included to select which of the delivery team's pre-configured designs will be used for the driver tracking page that will be sent to the end customer. A 'Dispatcher' ID is also provided to define how the delivery team wants the incoming job to be handled by Spatula - more on that in the next section.
Step 2 - Assigning Jobs to Drivers
When the new delivery job is created, Spatula offers the jobs to delivery drivers by looking at the policies set up on the ‘Dispatcher’ that was nominated for the job. Each policy will either be run instantly or after the specified delay. A policy identifies a set of drivers based on their driver team, their proximity to the pickup location and the number of deliveries currently on hand and offers the new delivery job to that cohort. As soon as any driver has accepted the job, the offer is withdrawn from all other drivers. Further policies can continue to extend the offer to more drivers until the job is accepted.
Jobs can also be manually assigned to a particular driver by:
Clicking the ‘Assign’ button next to the job and select the driver.
Dragging and dropping the job from the job list to the desired driver in the driver list.
Jobs that have been assigned to a driver can be reassigned by clicking the driver avatar in the job list and selecting a new driver from the dropdown list.
Step 3 - Driver Completes the Job
Once the driver has the job assigned to them in the Spatula Go driver app, they then work through the delivery.
The driver clicks ‘Accept’ to grab a delivery that has been offered to them.
The driver clicks ‘Navigate’ to use Google Maps to navigate to the restaurant for pickup
When the driver arrives at the pickup, they mark the pickup task as complete by crossing out the pickup location in the app. They do this on arrival so the timestamp represents when they arrived ready to collect the food.
When the food is ready, the restaurant hands it to the driver and the driver clicks the ‘On My Way’ button. This triggers the ‘Started’ timestamp for the jobs report. If the delivery team is utilising SMS tracking links, this button also automatically sends an SMS to the customer with a link for the customer to open the live driver tracking page. The dispatch team will be able to see the ETA of the driver to the task location within the main dashboard.
When the driver arrives at the customer’s delivery point, they mark the delivery task as complete - this creates a timestamp of the time of arrival for the delivery.
If there is a problem with the delivery, the driver takes a photo if appropriate and adds a note to the job to explain the issue. This enables the management team to identify problem deliveries by the presence of a Note in the jobs report. Any further complications with the delivery is dealt with outside of Spatula, by direct communication between the Driver, Customer, Dispatcher and Restaurant through a process agreed by the delivery team and the restaurant in advance.
When the job is finished, the driver clicks the Complete button in the job details page. This will immediately remove the job from the driver’s phone and mark the delivery as completed in the dashboard.
Step 4 - REVIEW AND REPORT
After jobs are completed, there are a number of ways that the delivery team will use Spatula's reports to manage their business:
Calculating driver pays
Calculating vendor delivery charges
Review driver performance
The Jobs Report allows you to filter all jobs be date range and other information on the job. The filtered list can then be exported to CSV for further analysis or action.
The Engagement Report lets you track which jobs have had the On My Way button clicked, and which driver tracking pages were visited by the customer. You can also see any ratings that were submitted by the customers through the tracking links and the average rating per driver.