Podcast: Delivery Visibility for Better Customer Service


A Head of Lettuce is a Head of Lettuce

As the food service industry becomes more competitive, the customer’s experience is crucial to stay ahead of the competition, retain customers, and grow your business. A head of lettuce is a head of lettuce. How you deliver that head of lettuce matters.

In this brief 3 min podcast, Georgia Brown speaks with Steve Sager, President and CEO of ExtenData, MobileConductor’s creators.

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Podcast Transcript

Georgia: Hey everyone, I’m Georgia Brown with MobileConductor. For episode number 3, I jumped on the phone with our CEO, Steve Sager. I wanted to talk to him about visibility and how the metrics that provide value to our customers can also provide value to our customers’ customer.

Georgia: Happy Monday Steve, thanks for taking a moment to chat with me about visibility.

Steve: Happy Monday to you Georgia, good to be here.

Georgia: So Steve, we usually talk about visibility in terms of last mile delivery metrics for providing data back to decision makers and I wanted to talk to you about those same metrics and how they can inform customer service improvements.

Steve: Sure.

Georgia: The first question I have is around scanning. The feature within MobileConductor for the last mile visibility gives food distributors some improved inventory accuracy. How does that same scanning feature improve customer service?

Steve: Well, I kinda like to think about scanning, sometimes not so much in the last mile of delivery, but in the first 100 ft or the last 50 to 100 ft. What I mean by that is, we're using scanning now to verify the loads that get put on trucks. Then of course along the route we are using scanning to verify what's gets delivered off the truck or returned back to the truck. So, in a sense, from an accountability perspective in the supply chain, if anything were missing or if anything were to go wrong, we are able to isolate where those mistakes or changes have been made relative to when the driver picks his load up and then makes the delivery. If there is anything that goes wrong or adjustments that are made outside of that window, then it's often times easy to go back to who was responsible for loading the truck or back to the management of the store or the restaurant or the quick-serve facility as to who was maintaining and managing that facility during the delivery.

Georgia: How are companies using that data to improve the experience? Do we have any examples from customers perhaps, where they find that feature helps them provide a better experience for the customer?

Steve: Yes. It provides incredible value. Not only for the food service company but also their customer. For example, if we're scanning product at delivery and were scanning a case of potatoes and were scanning a case of lettuce and our customer calls up and says, “I never received the lettuce,” it's now possible to go back to a scan report and say well, “Check wherever your potatoes are that's likely where the lettuce is. Because we dropped them off within one second of each other.” That is a big area where information is being used. And there are many others in terms of sharing the data and creating alerts so if we are short or there is a return, not only can the customer be notified, not only is the food distributor notified but, often times the sales organization for the food distribution company is notified immediately and their able to take action in terms of serving their customer and making sure they are happy.