Our client is a refrigerated food delivery and logistics company based in Australia. The company provides delivery services for their vendor such as caterers, restaurants, wine wholesaler, cakes shop, cafe, food manufacturer and other food retailers. The company operates in a highly competitive market and needed to find ways to improve efficiency and reduce costs to remain competitive.
The company was facing lots of challenges, including:
- Limited Resources: The company had limited resources to hire a full-time staff to manage its operations, leading to inefficiencies and delays in order processing and fulfilment.
- 9-6 Support: The company needed to provide 9am to 6pm customer support to handle vendor customer inquiries and complaints, but did not have the resources and allocated hours to staff an on-site team.
- Cost: The cost of hiring and training a full-time on-site team was prohibitive for the company, especially given the high turnover rates in the industry.
- Driver: The company had limited resources to manage the schedule of casual delivery driver to fit in the next day delivery schedule.
- Routing: Managing most efficient driver routing as daily schedule is unpredictable and changes all the time.
- Tracking: Track driver location and communicate with the vendor and their customers.
- Spoiled Food: Spoiled and rotten food that often happened on the road that upset customers because of the vendor food mishandling.
- Operation challenges ie Car regular service, tracking mileage, Car theft, vandalism and accident, roadside services and others daily nitty and gritty.
To address these challenges, the company decided to outsource its virtual staff and operation to a Digital Workhub. We were not only provides virtual staff provider but we also overhaul the software system to ensure smooth operation as follow:
- Order Processing: We rewrite the food order website to provides seamless integration to our routing software. Yet we also provide virtual staff handled order processing, including automated data entry, order tracking, and fulfilment.
Since the company is also dealing with many vendor, we standardised and automated the entry system using our order recognition system to integrate order from many vendors. This ensured that orders were processed quickly and accurately, leading to increased customer satisfaction.
- Customer Support: The virtual staff provided 9am-6pm 7 days a week customer support to handle vendor and customer inquiries, complaints, and issues. Our virtual staff was trained on the company’s products and services, ensuring that they could provide accurate and helpful responses to customers.
- Logistics Management: The virtual staff also managed logistics, including delivery scheduling, route optimization, and driver management. This helped the company improve efficiency and reduce costs associated with fuel and maintenance.
- IT Software Integration: to ensure the operation is smooth, we introduced ecommerce that integrate with seamless ordering system to boost cash flow for our clients and quick payback system to vendor, we rewrite the routing and logistic management software, we also introduce in IoT car temperature tracking system, temperature check procedures and also cost efficient car tracking system to track the driver and vehicle.
- Operation Optimisation: is critical for food delivery and logistics companies to remain competitive in a fast-paced and rapidly growing industry. We optimise operations by introducing photo to text invoice tracker, reminder and scheduler, QR Code sticker on delivered food to encourage customer to use online chat etc. All the proposed initiatives so companies management can focus on improving efficiency, reducing costs, and increasing customer satisfaction.
By outsourcing its virtual staff and operation, the company was able to achieve the following results:
- Increased Efficiency: Outsourcing to virtual staff helped the company streamline its operations, reducing the time and resources needed to complete tasks. This helped the company focus on core business activities and growth.
- Cost Savings: Outsourcing to virtual staff was more cost-effective than hiring a full-time on-site team, as it eliminated the need for physical infrastructure and on-site staff. This allowed the company to save on expenses such as rent, utilities, and salaries.
- Improved Cash Flow, because we introduced pay in advance system.
- Improved Customer Satisfaction: The virtual staff provided 9am-6pm vendor and customer support, ensuring that customers could receive assistance whenever they needed it. This led to increased customer satisfaction and loyalty. Digital Workhub also introduced tracking and anticipated effort to curb all the problems before its happen.
- Scalability: The company was able to scale its operations quickly and efficiently by adding more virtual staff as demand increased. This helped the company keep up with growth and demand, ensuring that they could meet their customers’ needs.
Overall, this project is most hectic but rewarding and we are pride of the results. Outsourcing virtual staff and operation helped our client improve efficiency, save on costs, and improve customer satisfaction. If you’re interested in learning more about how outsourcing to virtual staff can help your business, please contact us to schedule a consultation.