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BD SmartLogistik: ”Chauffør 2.0”
Brødrene Dahl had the desire that the good service that creates the many loyal customers in the stores could also be felt when it came to the delivery of goods. In short: Minimize errors in deliveries and create more satisfied customers with B2B logistics in a league of their own in the industry. Fast and stable delivery service is essential in the plumbing industry - both in terms of keeping the plumber and his customers happy. The challenge was that Brødrene Dahl rely on many local, external haulers to solve the delivery task. But there is no unidirectional and formalized workflow across drivers. It can provide a - nicely - uneven customer experience for the recipient. But a little industry insight shows that drivers have an almost impossible task: A very large part of their working time is spent on tasks that are far from their core competencies: Creating an overview of delivery and order notes calculating delivery times is a nuisance in planning the night's route, reading urgent messages in "industry code language" in a language that is often not their first or second. Often, errors in this part of the work occur, resulting in many unnecessary errors regarding deliveries, no matter how well they run. It provides a dull customer experience, goes beyond the work ethic - and can cost Brødrene Dahl a lot of money in lost orders from dissatisfied customers. The solution: Instead of pushing the drivers for better delivery - let's give them a digital upgrade: "Driver 2.0": Total automation of all the crumpled paper cushioning and streamlining of the working day - with the driver's skills in focus. Together with Brødrene Dahl, we have created a tool that brings together all the driver's tasks in one place. Instead of burdening the driver with new tools, we used the one he always wears: his phone. Where even the world's largest logistics companies still send their drivers around with clunky scanners and a stylus pen to charge the recipient a digital signature - there a BD driver can now settle for his phone. He gets notified on the phone about where and when to show up, uses the camera to scan his goods, and while scanning, the BD Smart Logistics app calculates the optimal route for him. When he delivers the goods, he again just uses the camera to take a picture of the packages "on location", so that the customer knows exactly where they can be found - and all parties now have the most practical form of receipt they can get. Handheld lists, folders with guides, and routes created in Google maps are now intelligently managed as a unified workflow in a unified app - the driver's personal assistant. At the same time, Brødrene Dahl's customer service gets full transparency on delays and problems, and the final recipient becomes fully informed along the way. Now, the drivers can finally do the job they are best at and want. Efficient and intelligent with SMART Logistics. Brødrene Dahl Mia Wiid Business Developer & Digital Project Manager Isobar Casper Nikander Senior Art. Director Hanne Rost Rasmussen Senior UX Designer Jeanette Jørgensen Senior Project Manager Jimmi Eriksen Executive Director Collaborators Vertica Implementeringspartner DANSK Baggrund MÅL Brødrene Dahl havde et ønske om at den gode service, der skaber de mange loyale kunder i butikkerne, også kunne mærkes, når det kom til levering af varer. Kort sagt: Minimere fejl i leveringer og skabe flere tilfredse kunder med en B2B-logistik i en liga for sig i branchen. En hurtig og stabil leveringsservice er helt essentiel i VVS-branchen – både i forhold til at holde VVSeren og hans kunder glade. UDFORDRING Brødrene Dahl er afhængige af mange lokale, eksterne vognmænd til at løse leveringsopgaven. Men der er ingen ensrettet og formaliseret arbejdsgang på tværs af chauffører. Det kan give en – pænt sagt – ujævn kundeoplevelse for modtageren. Men lidt brancheindsigt viser at chaufførerne har en næsten umulig opgave: En meget stor del af deres arbejdstid bruges på opgaver, der ligger langt fra deres kernekompetencer: Skabe overblik over følge- og ordresedler udregne leveringstidspunkter nørkle med at planlægge nattens rute, læse haste-beskeder i ”branchekodesprog” på et sprog der ofte ikke er deres første eller andet. Ofte sker der fejl i denne del af arbejdet, hvilket resulterer i mange unødvendige fejl ift leveringer, uanset hvor godt de kører. Det giver en kedelig kundeoplevelse, går ud over arbejdsmoralen – og kan koste Brødrene Dahl mange penge i tabte ordrer fra utilfredse kunder. Løsning LØSNINGEN? I stedet for at presse chaufførerne til bedre levering – så lad os give dem en digital opgradering: ”Chauffør 2.0”: Total automatisering af alt bøvlet papirnusseri, og strømlining af arbejdsdagen – med chaufførens kompetencer i fokus. Sammen med Brødrene Dahl har vi skabt et værktøj, der samler alle chaufførens arbejdsopgaver ét sted. I stedet for at bebyrde chaufføren med nye værktøjer, brugte vi det ene, han altid har på sig: Hans telefon. Hvor selv verdens allerstørste logistikfirmaer stadig sender deres chauffører rundt med kluntede scanne-apparater og en stylus-pen til at afkræve modtageren en digital underskrift – dér kan en BD-chauffør nu nøjes med sin telefon. Han får besked i telefonen om hvor og hvornår han skal møde op, bruger kameraet til at scanne sine varer, og mens han scanner, beregner BD Smart Logistik appen den optimale rute for ham. Når han leverer varerne, bruger han igen bare kameraet til at tage et billede af pakkerne ”on location”, så ved kunden præcis hvor de kan findes – og alle parter har nu den mest praktisk anvendelige form for kvittering de kan få. Håndholdte lister, mapper med vejledninger og ruter lavet i Google maps håndteres nu intelligent, som et samlet workflow i en samlet app – chaufførens personlige assistent. Brødrene Dahls kundeservice får samtidig fuld transparens over forsinkelser og problemer, og slutmodtageren bliver fuldt informeret undervejs. Nu kan chaufførerne endelig udføre det arbejde, de er bedst til og har lyst til. Effektivt og intelligent med SMART Logistik. Resultat Flere hundrede chauffører kører dagligt ud med ordrer for Brødrene Dahl. Vores beregninger viser at hver chauffør nu sparer op til 30 minutter pr. dag, fordi det bøvlede papir- og planlægningsarbejde nu bliver varetaget af deres ”Personlige Assistent”: BD Smart Logistik. (English translation + Google translate) Background OBJECTIVES Brødrene Dahl had the desire that the good service that creates the many loyal customers in the stores could also be felt when it came to the delivery of goods. In short: Minimize errors in deliveries and create more satisfied customers with B2B logistics in a league of their own in the industry. A fast and stable delivery service is essential in the plumbing industry - both in terms of keeping the plumber and his customers happy. CHALLENGE Brødrene Dahl rely on many local, external hauliers to solve the delivery task. But there is no unidirectional and formalized workflow across drivers. It can provide a - nicely - uneven customer experience for the recipient. But a little industry insight shows that drivers have an almost impossible task: A very large part of their working time is spent on tasks that are far from their core competencies: Creating overview of delivery and order notes calculating delivery times is a nuisance in planning the night's route, reading urgent messages in "industry code language" in a language that is often not their first or second. Often, errors in this part of the work occur, resulting in many unnecessary errors regarding deliveries, no matter how well they run. It provides a dull customer experience, goes beyond the work ethic - and can cost Brødrene Dahl a lot of money in lost orders from dissatisfied customers. Solution SOLUTION? Instead of pushing the drivers for better delivery - let's give them a digital upgrade: "Driver 2.0": Total automation of all the crumpled paper cushioning and streamlining of the working day - with the driver's skills in focus. Together with Brødrene Dahl, we have created a tool that brings together all the driver's tasks in one place. Instead of burdening the driver with new tools, we used the one he always wears: his phone. Where even the world's largest logistics companies still send their drivers around with clunky scanners and a stylus pen to charge the recipient a digital signature - there a BD driver can now settle for his phone. He gets notified on the phone about where and when to show up, uses the camera to scan his goods, and while scanning, the BD Smart Logistics app calculates the optimal route for him. When he delivers the goods, he again just uses the camera to take a picture of the packages "on location", so that the customer knows exactly where they can be found - and all parties now have the most practical form of receipt they can get. Handheld lists, folders with guides, and routes created in Google maps are now intelligently managed as a unified workflow in a unified app - the driver's personal assistant. At the same time, Brødrene Dahl's customer service get full transparency on delays and problems, and the final recipient becomes fully informed along the way. Now, the drivers can finally do the job they are best at and want. Efficient and intelligent with SMART Logistics. Result Hundreds of drivers drive out daily with orders for Brødrene Dahl. Our calculations show that each driver now saves up to 30 minutes per hour. Today, because the hassle of paper and planning work is now being handled by their “Personal Assistant”: BD Smart Logistics.
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