Order Screen, Dispatcher and GPS: Control Delivery

One order screen shows orders from every channel in a single list with their status: accepted, being prepared, ready, on the way, delivered. The dispatcher sees couriers on a map and assigns an order in one click. The courier gets a route in the app, and the customer follows the courier.

When an order is late, the reason is usually the same: no control. Below we explain how each step works and where to start.

Key points:

• Orders from all channels are on one screen, with status.
• The dispatcher assigns the courier, or the courier accepts the order in the app.
• The customer gets a message at each step and follows on a map.

Where do orders get lost?

When orders come from the website, Telegram, an aggregator and the phone, they get lost or delayed while being written on paper and passed on by hand. The waiter writes, the kitchen hears something different, and nobody knows where the courier is.

The customer waits and then leaves. You don't see it, because nobody counts lost orders. The fix: every channel on one screen, with the status of each order visible.

What is a single order screen?

It is a screen where orders from every channel (website, bot, app, aggregator, phone) appear in one list. The status of each order is marked, and when it changes the customer gets a message. The operator doesn't switch between different windows.

Order statuses usually go like this: accepted, sent to kitchen, being prepared, ready, courier on the way, delivered. A late order shows up on this list at once.

How does a dispatcher manage couriers?

The dispatcher sees all couriers and orders on a live map and assigns an order to a courier in one click. Or the courier looks at available orders in the app and accepts one. External courier services are visible in the same window.

To be clear: orders are not assigned automatically to your own couriers. The dispatcher assigns them, or the courier takes them. What gets called automatically is an external service when your own couriers are not enough. More on this in delivery without couriers.

What is in the courier app?

The courier app has an order list, the customer's address, a route and navigation. The courier accepts the order and changes its status. The dispatcher sees the courier's position on the map. In Delever the courier app module costs 520,000 UZS per month.

What does the customer see?

The customer gets an automatic SMS, push or Telegram message about the order status: accepted, being prepared, courier on the way. After the courier sets off, the customer sees their position and estimated time on a map.

This reduces calls of "where is my order?" and frees up the operator.

How do you find the reason for a delay?

Split the order's path into three times: from acceptance to ready, from ready to courier pickup, and from pickup to delivery. If you see which of them takes the most time, the problem is there.

If the first step is long, the issue is in the kitchen: a KDS (kitchen screen) helps. If the second is long, there are not enough couriers. If the third is long, it is a zone or route problem. This kind of analysis shows in the delivery dashboard: what an owner should see in the morning.

Conclusion

• Bring every channel's orders onto one screen.
• Split the order path into three steps and measure the time.
• Fix the longest step first.

We show how the dispatcher and courier app work in Delever: delever.io or @delever_bot on Telegram.