How to improve the operation of a courier company

service delivery management

Service delivery management. Learn how to improve this

Do you work for a courier and delivery company? Maybe you have people working for you, or you may even be the director of the company. From the person in charge of delivering packages in person, to the CEO, you are all essential to the smooth running of the business, and everyone is interested in ensuring that it works better each day, right?

If you work in the sector, you will know that courier and delivery companies suffer continuous incidents. As these are very dynamic companies that are in constant contact with the user, problems with customers are very common. And all these incidents can’t be left unresolved, floating in the air, right?

In this article we are going to see -through examples- some ideas on how a software that incorporates a ticket-based incident management system can help make the daily life of a service delivery management easier.

Don’t you know what a ticket-based incident management system is yet?

With this type of tool, the user – a mailman, for example – can create an incident through a “ticket”, which is incorporated into the system. The opening of the ticket is transmitted to the default people (“customer service”, “office manager”, etc.). All of them can see the status of the incident – open, assigned, closed, etc. – and make the corresponding contributions to solve it.

This kind of software can be a great help for the management of incidents in the service delivery management :

EXAMPLE 1: Let’s see a basic example. A delivery person has been through the same house 3 times in the afternoon, and the recipient was absent, so they were unable to complete the delivery. One option is to leave a note of arrival to communicate the attempts and to leave the package in the nearest office, hoping that the receiver will contact the company. But if we do that, without leaving any record of what happened, we will lose a lot of valuable information.

By using a ticket-based incident management system we can get a lot of useful data recorded. For example:

  • The exact times at which delivery has been unsuccessfully attempted (very valuable information, whether it is attempted again or for subsequent deliveries to the same recipient).
  • The office in which the package has been placed (very important in order to have all the freight located).
  • Any additional information of interest. For example, the doorman of the building or a neighbor may have told the delivery person that the recipient still lives at that address, but works in the afternoons, so it will be easier to find him in the morning.

In addition, this information will be available to all the people who must receive this information. If, for example, it is a different messenger who tries again the next day’s delivery, he or she will be able to find out what happened the day before and will be able to take steps to improve his or her chances of success (for example, by switching to a different schedule).

EXAMPLE 2: We have another very common problem. The recipient is at the receiving address, but rejects the package because he or she claims that the contents are damaged. Again, a ticket-based incident management system can offer very useful help and make it easier to have information that will help resolve the incident.

  • The client’s statements, his or her specific complaint and the resolution he or she wishes to make concerning the incident may be recorded.
  • The messenger can reflect the status of the package and its contents.
  • The courier can even take a picture and attach it to the ticket of the incident, in order to record the actual status of the package and content when the delivery was attempted.

EXAMPLE 3: The messenger has had any type of unusual incident that needs to be solved.

Imagine that a courier has been in a car accident during one of his or her deliveries and one of the company’s motorcycles has been severely damaged (fortunately, the delivery person is fine). With a good ticket-based incident resolution system, you could:

  • Reflect the condition of the motorcycle after the accident, and the assessment of whether it needs to be repaired or replaced by a new one.
  • If the incident resolution system allows it, you could associate the incident with an object -the motorcycle, in this case- that is part of an inventory.
  • Provide a record of all types of useful information, such as the place of occurrence of the claim, details of the parties involved, details of the insurance company of the party responsible, etc.

These are only 3 examples, but there are as many as there are situations that can arise in your daily life. If you think about it, you will find many situations where an incident management system could help you.

Besides, there’s one thing I’m sure you’re well aware of. For a courier company, customer service is essential and also good service delivery management . And today, with the rise of social networking, it is even more so. Bad incident management in a courier company can easily spread and reach many people. On the other hand, if your company is able to resolve issues effectively, your clients will have a better opinion of your work and may tell others about it.

Perhaps, at this point, service delivery management already uses some kind of incident management system and you are thinking about changing it for another one. Or maybe it’s now when you’re thinking about using it for the first time.

Regardless of your situation, let us introduce you to Integria IMS. Integria IMS is a software for companies and organizations that can be of great help for a service delivery management . Among other features, it has a ticket-based incident management system and an inventory, both connected.

Find out what the Integria IMS inventory can do for you, here:

Or even better, ask us any questions you may have, using the contact form at the following address:

We’ll be happy to help you!