key features to look for in a restaurant delivery system
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DELIVERY
Key Features to Look for in a Restaurant Delivery System
Whether you’re part of a large pizza franchise, or own an independent family restaurant, a top of the line delivery system will take your business to the next level. With 60% of U.S. consumers ordering delivery or takeout at least once a week, and 20% saying that they spend more on off-premise orders compared to a regular dine-in experience, delivery is a major revenue source. It’s worth investing some research time to feel confident that you are getting a system that will meet all your business needs.
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Many options for on-demand delivery management platforms are available at a wide range of price points, so it can be overwhelming to know where to start. The best thing you can do to save yourself time and stress is to begin your search already knowing exactly what the “must-have” features are.
So what are the top features that you should be looking for in a delivery system? The following resource will walk you through must-have features for delivery.
Making sure these features are included in your system will help make your delivery process intuitive and easy for your customers, streamlined and practical for your staff, and ultimately increase your delivery sales.
Dispatching - Nice-To-Haves:What would make the dispatching process even better? The ability to:
y Group deliveries for a run by touching pins on a map view instead of from an arbitrary list of orders on a screen
y See accurate driver return times that are based on a mapped route and traffic conditions
y Set up a dedicated dispatch station with a map of deliveries on a second screen
y Display a digital wall map in the kitchen so staff can see where deliveries are located
Feature 1: Dispatch Management
When a new order comes in from a customer for delivery, there should be an easy way for staff to handle the dispatching of orders to an available driver.
Dispatching - Must-Haves:Look for a system that displays:
y Drivers who are currently on shift y Drivers out on a delivery y Orders drivers have assigned to them y Where the orders are in the delivery process y How many deliveries are on the dispatch list y Estimated driver return times
As well, a system that: y Assign orders to drivers quickly y Sends order confirmations y Sends automatic customer updates y Automatically assigns delivery zones to orders
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Map
Delivery 2ETA 7:08PM
Delivery 3ETA 7:21PM
Delivery 1ETA 6:48PM
ZoomIn
ZoomOut
DisplayRoute
DeliverySlip OK
Employee Dashboard
All
Clockedin
OnBreak
SendMessage
Edit TimeClock
PrintSchedule Close
Drivers should have all the information they need to bring the correct order to the correct address on schedule. A reliable delivery system should help even your newest delivery driver find his or her destination without getting lost.
Driver Navigation - Must-Haves: y Ticket information sent instantly to the
driver’s phone at dispatch y The option to pay drivers based on an
optimal route instead of self-reported odometer readings
y Built-in navigation or a link that can be opened by the driver’s favorite navigation app for step-by-step directions on the go
Feature 2: Driver Navigation
Delivery zones give you the ability to divide up your delivery area into sections and charge differently for each zone. This is important when some zones are located farther away than others, or have a lower population density.
Feature 3: Delivery Zones
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PIZZA
Dispatch 3/6/2020 1:08 pm
DRIVING INSTRUCTIONS
1 STOPS
0.72 miles, 14 minutes round tripRound Trip Map
Back
Delivery Zones - Must-Haves: y Customers are automatically assigned to a
zone based on their address y Custom delivery zone boundaries can be
adjusted at any time y Delivery charges, driver fees, and taxes
can be charged based on the delivery zone delivered
y Minimum charges and quoted times can be adjusted for individual zones
y Deliveries to a zone can be restricted to certain times
Integrating Caller ID with your POS helps staff provide fast, personalized customer service consistently. Instead of picking up the phone and asking for the customer’s information, you can greet them by name, and ask them if they would like what they had last time, or quickly look up the status of a current order.
Feature 4: Integrated Caller ID
With the average person receiving 63 notifications per day on their phone, people are now expecting immediate notice that the food they have ordered is being delivered. Keep customers in the loop by sending a quick message stating that their delivery is on its way.
Feature 5: Real-Time Updates
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Caller Info
Line #1: 222-7777
On wayJane Doe
On hook
Line #2
Real-Time Updates - Must-Haves: y Delivery promise times are consistently accurate y ETA times are updated automatically based on kitchen
volume y ETA times are based on an intelligently mapped route and
traffic conditions y Instant alerts are displayed for staff when a driver is late
getting back or a delivery is taking too long y Automatic delivery confirmation message is sent with an
updated ETA once a customer’s order has been dispatched
Integrated Caller ID - Must-Haves: y The customer record pops up immediately
when a call is answered y A customer’s previous orders at your
fingertips y Quick access to customer loyalty details y Instant access to current active orders when a
customer calls to ask about their order
POS systems that integrate with third-party food delivery software cut down on the number of devices you have to manage, and reduce the number of mistakes made.
Integration - Must-Haves: y Funnel third-party delivery services and
online ordering directly into your POS y Connect your POS to your own online
ordering site seamlessly y Display or print orders from a third-party
source in the kitchen like other orders y Synchronize online orders with in-store
prices and coupons
Integration - Nice-To-Haves: y Synchronize out of stock items online with
items marked as out of stock at the store
Feature 6: Integration Options
The ability to accept a wide variety of payment options is important. Customers love the security, practicality, and convenience of several payment options for deliveries.
Feature 7: Payment Options
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Credit Card
0123 4567 8901 234508 / 23John Doe
Accepting Payments - Must-Haves: y Payments are accepted on the ordering site y Payments are accepted securely at the door y Contactless payment is available y Gift cards are accepted for deliveries y Delivery coupons and promotions are accepted y Payments are encrypted and secure
Collecting and analyzing your delivery data is an important part of the process. This data can help you quickly find pain-points within the process, address them, and make your delivery system better than ever. Your restaurant delivery management software should let you analyze a variety of data to help you make informed decisions.
Reporting & Analytics Data - Must-Haves: y Average deliveries per day, week, etc. y Average delivery times y Distance traveled y Which drivers are your highest performers y Busiest delivery times y Delivery performance stats to find trends y Ability to analyze delivery operations over time y Driver out the door time y Driver on the road time y Percentage of on-time deliveries y Wait time between runs y Detailed ticket-level summary of the day’s deliveries y Driver fees and mileage (by odometer and by suggested route) y Tip totals
Feature 8: Reporting & Analytics
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Customer
Data Maps
DriverPerformance Distance Driven
DELIVERY
Reporting & Analytics Data - Nice-To-Haves: y System tracks driver credentials and vehicle insurance y System can pull delivery data from individual stores to
head-office for analysisDelivery
Performance
By StorePizza
DELIVERY
Sales by store
Choosing a delivery system is a big decision. But making the right choice can help you streamline all your delivery operations, from taking orders and dispatching drivers, to updating customers in real-time and delivering hot and delicious food on time. It can feel stressful to choose from all the options available if you don’t know what you are looking for.
The best delivery systems will check the most important features off of your checklist, so make sure to keep this download handy!
Most importantly, think about selecting a delivery system that will work the best for your restaurant. The best delivery system for your restaurant will feel like a good fit for both your staff and your customers, and make sense for your business.
Selecting the Right Restaurant Delivery System
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BUY
DELIVERY
Pizza
Map
Delivery 2ETA 7:08PM
Delivery 3ETA 7:21PM
Delivery 1ETA 6:48PM
ZoomIn
ZoomOut
DisplayRoute
DeliverySlip OK
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