Third party delivery providers – including crowdsourced fleets, third party logistics (3PL logistics) and carriers – have become a fixture in many brands’ fulfillment strategy, for obvious reasons: You can use their services when your own fleet is maxed out, or when you don’t want the additional expense and complexity of managing your own fleet.
But multi-fleet management comes with its own headaches: incomplete or changing integrations, inconsistent visibility and branding, as well as lack of quality control and direct relationships with customers.
To deliver more and maintain control of the customer relationship, businesses are turning to flexible, integrated delivery networks.
This post explores the different challenges of working with multiple third party delivery providers, and how businesses can use Bringg’s Delivery Hub and last mile fulfillment platform to quickly and flexibly integrate with, manage, and optimize use of each deliver partner for branded customer experiences and a higher bottom line.
8 reasons to use an integrated delivery hub to manage multiple third-party fleets:
1. Engage the right providers and services
2. Engage the optimal fleet for each retail delivery
3. Optimize for cost, quality and availability
4. Automate delivery flows
5. Synchronize inventory/kitchen prep, staging and delivery operations
6. Offer a consistent branded experience
7. Measure and improve performance
8. No need to build and maintain integrations yourself
When is third party delivery not enough?
Businesses to be able to quickly and easily scale deliveries while controlling both how they dispatch to fleets, and the third-party delivery experience. And that takes advanced tech.
If you’re already using third party partners for delivery, you’ve likely stumbled on these issues that need tackling:
Brand awareness and customer relationship –
Brand awareness and customer relationship – when a third party provider knocks on a customer’s door, who does the customer attribute the delivery experience to – your brand, or the provider’s brand? When customers aren’t satisfied with the quality of the goods when delivered, or when a package arrives late, who do they blame?
Your customers should know exactly whom to turn to, and should have a clear channel of communication – and neither of these should be through the third party. You cannot outsource your customer relationships and interactions.
You also want to deliver with partners that provide the best experience for your customers. However, most companies struggle to gain real-time visibility over third party delivery providers necessary to understand their performance and ensure the customer experience meets their brand’s expectations. Moreover, you need real-time visibility to catch when something goes wrong with an order, so you can proactively reach out to the customer and minimize negative impact on your relationship.
Managing integrations – Relying solely on third party marketplaces is a double-edged sword. On the one hand, they are a significant growth engine, allowing for fast delivery activation and room for future expansion, with minimal operational investment.
On the other hand, this reliance comes at the cost of customer data and ownership, revenue lost through commissions paid to marketplaces, and loss of cross-sell/upsell opportunities.
If you’re planning on your own digital channels, you’ll need not only third party delivery providers and/or an internal fleet, but all of the operations built around connecting your eCommerce, POS and other systems to fleet operations: ensuring that the correct packages are dispatched to the right fleet, and delivered to the correct person and location.
Building and maintaining these integrations takes resources that many brands don’t have, or would rather not use up.
Fleet Optimization – Choosing the ‘optimal’ fleet can mean different things not only for each business, but for different orders, locations, or customers within the same business.
For on-demand orders, you may want to dispatch orders based on availability first, and price second.
A company using both internal and external fleets may want to look at their internal capacity for deliveries before deciding whether to dispatch to an external fleet.
In order to address these issues, businesses will need more than just a delivery app.
The value of a smart, integrated third party partner hub
The Bringg Delivery Hub is an aggregation of third party delivery providers and crowdsourced delivery fleets which businesses can use to form their own delivery network and dispatch deliveries based on their own custom business logic and operational considerations.
This instant access to leading providers allows brands to expand their last mile delivery operations quickly. More than that, the Hub is a centralized tool for seamlessly and flexibly deploying, scaling, managing, and optimizing multiple fleets to address diverse business needs, while retaining a consistently excellent customer experience.
Our platform can integrate with any fleet and provide in-depth data exchange needed for true visibility and orchestration. This helps you effectively utilize external fleets as if they were internal resources, either exclusively or in combination with an internal fleet.
The benefits include:
– Built-in integrations, allowing you to test and scale with any fleet with minimal effort
– More delivery options – Instant access to greater / diversified geo and peak coverage with differing delivery models and SLAs when and where you need it
– Faster delivery, better quality delivery by syncing between retail, kitchen or warehouse operations and drivers
– Consistent, branded customer experience across your network of fleets
– Customer data ownership, regardless of who’s delivering for you
– Real time visibility and control over the delivery experience, allowing you to optimize for cost, quality and availability
How it works: centralized management, flexible flows
Integrating with a fleet – A business can look for and select a third party delivery partner in Bringg’s Hub of integrated providers.
Each fleet has been vetted for technology that meets Bringg’s standards. This levels the technological playing field by offering brands a unified customer experience with all of the fleets they use.
Companies can alternatively bring their own external fleets and have them integrate with Bringg’s delivery network.
Setting up business logic behind fleet selection – Companies can choose which fleets they want to utilize per use case, city, region, or other criteria. Then, they set up the operational logic behind Bringg’s fleet routing engine, based on their business logic. This is a great way to ensure excellent customer experiences; for example, orders can be dispatched to fleets with the best customer experience ratings, or the fastest average delivery times.
Once the business logic is set up, all fleets integrated with Bringg – whether from our Hub or not – can be dispatched using different flows with customized levels of automation.
Syncing operations across the delivery flow – When your entire logistics chain, from your retail systems (e.g. POS, picking, order prep), to your inventory management system (IMS), warehouses, and drivers are all linked to the same system, it’s easy to ensure a fast, seamless handoff and consistent customer experiences.
Restaurant and Food Delivery Operations
Innovators in the restaurant industry are increasingly using a variety of crowdsourced fleets for restaurant delivery, some of which are also marketplaces. To ensure that food is ready on time for pickup, no matter who is doing the pickup, you’ll need to sync between kitchen prep and delivery with these external providers. For example, Bringg’s platform takes food prep time into consideration and dispatches orders to a driver so that their arrival at the restaurant is timed with the food’s arrival from the oven. The Prep App shows kitchen staff which orders are ready for pickup, and how far away the driver is.
Offering a consistent, branded customer experience – Working with an integrated delivery network means that your customers get the experience they expect from your brand, no matter who performs the actual delivery.
Centralizing visibility and technology – Every fleet in Bringg’s hub provides real-time data to Bringg that captures progress through order fulfillment, either via API integration or by using the Bringg Driver App. At the same time, Bringg’s platform tracks and measures high-level fleet performance.
Leaders can view order value per region and per fleet, as well as fleet performance. These and other metrics can be used to make better choices about where and how you use each external fleet. This is true whether you work with fleets from our network, or other fleets of your choice, once they integrate with Bringg’s platform.
Having a robust network of multiple last mile delivery providers is the first step in expanding your delivery and fulfillment revenue. The next step is to use the right fleets in the right way to continue growing and ensure coverage for the future.
Bringg’s platform and Third party delivery solution help brands quickly launch and scale last mile fulfillment channels and optimize delivery fleets for the best performance.
We’ve worked for years with some of the world’s largest global brands, building an integrated network of fleets and applications that help your teams ensure the optimal speed, cost, and convenience with every order.
To learn more, you can schedule a demo here.