Nutrilean is a Northern Ireland-based company that sells pre-prepared meals to consumers right across the country. Their business promises fresh food daily and offers various meal plans to cater to every type of customer's needs. Delivering freshly made meals requires that deliveries are fast and reliable and that the food is impeccably preserved throughout. To meet these requirements, they turned to SmartRoutes for a meal delivery software solution that they could rely on.
When Nutrilean approached us, they were having difficulties with managing their orders and creating delivery routes. Because they offered both weekly subscriptions and individual orders, routes would change daily and planning was becoming a headache.
The popularity of their service was also making the job of creating routes, managing orders, and dealing with customer queries more time-intensive by the week. The extra work was taking from the real focus of their business; creating quality, pre-prepared meals.
Unlike delivery apps such as Deliveroo or Just Eat, they needed a solution that would allow them to complete the last-mile delivery for pre-prepared meal packages entirely in-house.
Establish a way of creating and managing delivery routes automatically
Give drivers all of the information required to complete deliveries in one easy-to-use delivery app
Automate the creation of routes from live orders through their online store
We immediately set about helping Nutrilean to configure their SmartRoutes Delivery Route Planner to cut down on hours spent managing orders and creating routes. Some of the key features that we identified were:
API integration between Shopify store and delivery route planner
Many businesses are now using cloud-based eCommerce solutions such as Shopify and WooCommerce for their online stores. Nutrilean have developed their store on the Shopify platform and receive all their online orders through the site.
Our first step was to create an automatic integration between their Shopify store and their SmartRoutes planner. This would ensure that as customers ordered online, they would be sent to the SmartRoutes delivery route planner, where the routes for a particular day would be created automatically based on the day's orders.
As part of this integration, all relevant details such as names, addresses, and specific delivery requests of customers would be attached to each delivery on the Drivers Mobile App.
Automated packaging slips ready for printing from the SmartRoutes Desktop Planner
We’ve all been there.
You’ve ordered your favourite meal and you’ve received the wrong order.
Well, we had a solution that would ensure that Nutrilean would never make such mistakes. As orders were filtered from their Shopify store to their delivery route planner, a packing slip was attached with the complete list of goods ordered. These could then be printed at the click of a button and attached directly to customer orders.
This would ensure that drivers knew exactly what should be delivered, and would save dispatch staff time and stress of managing the orders from the kitchen.
Geographic Zoning for drivers routes
As the business had grown, so too had the size of their delivery fleet and the number of drivers they employed.
This had become one of the main difficulties with planning routes for drivers, as they delivered right across Northern Ireland. Using SmartRoutes zoning feature, they were able to devise 5 separate zones across the region to ensure that each driver was being allocated an equal amount of deliveries.
As orders arrived through their website, they would be sent to the delivery route planner, and routes would then be created within these zones. As order volumes fluctuated within these zones, they could simply alter the borders of each, to meet capacity for each vehicle and driver in the most efficient way.
Customer Delivery Notifications, Proof-of -Delivery & Live Order Tracking
Working with the team at Nutrilean, we knew that they were proud of their customer service.
For that reason, we knew that these features would be key to helping them provide a seamless ‘Delivery Experience’.
When it comes to food delivery, ensuring that customers know when their delivery is arriving is critical. Fresh food will only remain fresh as long as the customer can take receipt of it and quickly store it in a fridge.
Using our Customer Delivery Notification feature, once delivery had been allocated a place in the delivery schedule, the customer received an automated email from Nutrilean with an accurate estimated time of delivery (ETA). This allowed customers to ensure there would always be someone available to receive the delivery.
In addition, it would help to reduce the number of queries from customers about the time of their delivery.
To help to deal with customer queries post-delivery, our electronic Proof-of-Delivery (ePOD) feature would also be of benefit. Drivers would simply take a photo of the delivered goods, and/or take a signature from the customer within their SmartRoutes app. This would be immediately available to the customer support staff to access with the SmartRoutes Desktop App at the office.
Finally, the Live Routes Dashboard allowed customer support staff to see the location of each vehicle and the order status of every delivery on one single map. This allowed them to answer phone queries for order updates in a matter of seconds with a high degree of accuracy.
Since onboarding with our shopify delivery route planner, Nutrilean have managed to streamline and optimise their entire home delivery service with our meal delivery software.
Compared with previous manual routing processes, admin and drivers saved a combined 15 hours over a week.
Feedback from drivers
Delivery success rates increased to over 98%, and drivers reported that having all the details available on the mobile app made their life much easier.
Feedback from customers
Customer Enquires were reduced by 75%, with customer notifications and instant proof-of-delivery making for better communication & overall experience