On-Demand Delivery Scenario - Your Courier Needs Help

The Setup

A consumer, Colleen, has placed an order for some fish from a merchant, Mark's Fish Market. The merchant relies on the delivery service, All Brands, for prompt delivery to its customers.

The delivery service selects a courier, sets up the route, and gives instructions via the delivery service's application.

As typical with any delivery, issues can arise with both pickup and delivery. Fortunately, All Brands relies on Riptide to ensure reliable communication between couriers, merchants, and customers -- all monitored by the All Brands operations team.

The Situation

When Mark's Fish Market (the merchant) submits their request for pick-up and delivery, All Brands uses Riptide first to start a 3-Way conversation between the merchant and the courier, monitored by the All Brands operation center.

The merchant gets a text via Riptide starting the conversation and letting him know that the courier is on the way to pick-up the package.

The merchant responds that the road out front is closed due to construction.

The courier gets a text with a link to join the conversation with the merchant. When he clicks on the link, he sees the message from the merchant and confirms with a response.

Later, when the courier shows up at Mark's Fish Market, he buzzes but no one shows up.

The courier sends a message that he's out back waiting, but no one is there.

The merchant sees the message right away and responds that he's on his way out back to provide the package for pickup.

After pickup is confirmed, All Brands uses Riptide to start a second 3-Way conversation between the customer and the courier, monitored by All Brands operation center.

The customer gets a text via Riptide starting the conversation and letting her know that the courier is on the way to drop-off the package.

The customer responds that she won't be home to take delivery.

The courier gets another text with a second link to join the conversation with the customer. When he clicks on the link, he sees the message from the customer and engages in a conversation about what to do about the delivery of her frozen fish. With a quick dialogue, the issue is resolved, the customer is happy and the courier successfully delivers the package.

Throughout, the conversation was monitored by the All Brands operations team who notices how well the courier handles the issues as they pop-up.

The operations team sends a private message to the courier to share appreciation for a job well-done.

With Riptide, the customer gets a reliable delivery despite circumstances at the critical moment of delivery. The merchant has a happy customer and an efficient pickup and delivery. The courier quickly completes a profitable route without frustration or delay. And, for All Brands, all the issues were resolved directly between courier and merchant and courier and customer, allowing operations to remain in control without being in the middle. 

All Brands delivery service wins all around with a satisfied merchant, a happy courier, and an efficient, scalable operation.