Geoverification reflects the accuracy by which drivers are marking deliveries as "Collected" and "Delivered" at the correct location using the Driver App. There is a geoverified threshold setting for pick up and drop off that is customizable per store (the recommended default value is 0.3km). This means that drivers must hit "Collected" within 300m of the store location, and "Delivered" within 300m of the delivery location for an order to be successfully geoverified.
Why is this important?
Geoverification is important because it is directly linked to the stages in the customer tracking flow and updates in the Dispatch App. Let's look at each stage in the delivery process and see how the different Captain products interact:
Stage 1: Dispatcher Assigns Delivery to a Driver
The delivery is dispatched to a driver in the Dispatch App through any dispatch mode
When "Assign" is pressed, the driver receives a notification in their Driver app. These notifications will appear as banners if the driver has another app open, depending on their device settings.
When "Assign" is pressed, the customer tracking page updates to reflect that their delivery has been assigned to a driver. Please note that if you send SMS messages when the order is marked as collected, customers will not be viewing this page during this stage.
Stage 2: Driver Collects Delivery
The driver marks the delivery as Collected in the Driver app
When "Collected" is pressed, the corresponding icon in the Dispatch app changes status colour. Hint: press the info button in the map's bottom left corner to see a legend of status colours.
When "Collected" is pressed, the customer tracking page updates to reflect that their delivery is on the way. The customer will only see the driver's live location when they are the next order to be delivered (i.e. if a driver has 3 deliveries; customer 3 will see the driver's live location after customer 2's delivery is complete)..
Stage 3: Live Tracking
The driver pushes the delivery address into their preferred GPS and starts driving to the customer.
As the driver moves, their live location shows in the Dispatch app
As the driver moves, their live location shows on the branded customer tracking page
Stage 4: Order is Delivered
Driver confirms delivery
When "Items Delivered" is pressed, the icon disappears from Dispatch app map
When "Items Delivered" is pressed, the customer tracking page completes the lifecycle with a customizable message.
What is considered a "good" geoverification score?
We encourage you to create your own internal geoverification goal and add it to your list of KPIs that you track. Here at Captain, we considered a good geoverification score a minimum of 85%, and an excellent geoverification score above 90%.
When launching Captain, we recommend beginning to use it only as an internal resource until geoverification regularly hits 85%. Once your team is comfortable and confident with the system, customer-facing tracking can be enabled to take their experience to the next level. This strategy ensures that the customer tracking is accurate and meaningful.
Can "Collected" and "Delivered" be automated to offset driver error?
You have two options to assist drivers in marking their orders as Collected and Delivered at the right location.
Proximity Alert Settings: In the Driver App, drivers can enable proximity alerts that will send them a push notification if they are leaving the geofence area and have not yet marked the order as Collected/Delivered
Enabled Auto-Collected: Your Captain rep can enable a setting that will automatically mark orders as Collected when the driver is exiting the store's geofence area. This will guarantee that all orders are marked as "Collected" at the right location.
Fun fact: Captain's most successful geoverified store runs an average of 95% without auto-collected enabled!