How to choose best‑in‑class delivery management software for 2023

This guide is designed to help you understand the features and functionality that a best-of-breed specialist platform for last mile delivery management should be able to offer in 2023. It should make it easier for you to understand and compare the value of proposals from different vendors when it comes time for you to submit an RFI or RFP.

We’ve split the requirements by environment and topic to make it easier to consume and compare offerings across different providers.

The list was compiled based on our in-depth understanding of the urban logistics industry and in co-operation with a selection of our customers – to ensure coverage across their specific use cases and requirements for effective last mile delivery management.

1. Platform

1-1. Setup and configuration

Requirements

• 1-1-a. Set up distribution centres/hubs/depots with operational times and restrictions
• 1-1-b. Configure distribution center working hours
• 1-1-c. Configure distribution center loading times, offloading times and vehicle capacity
• 1-1-d. Add external carriers to which the platform will assign delivery jobs
• 1-1-e. Easily integrate platform with external carrier technology systems
• 1-1-f. Option to configure external carriers to access a locked platform environment – often called an “associated platform”. Typically useful for smaller carriers without their own route optimisation systems

1-2. Fleet management

Requirements

• 1-2-a. Support vehicle setup parameters: capacity, weight, volume and any special features (e.g. refrigeration, lift, crane)
• 1-2-b. Configure vehicle capacity parameters and dimensions specific to delivery type and workflows (e.g. pallets, boxes, barrels, crates)
• 1-2-c. Set vehicle cost parameters (cost per day, per hour, per km driven, etc)
• 1-2-d. Set special vehicle restrictions (e.g. range, length of shift, type of driver license)
• 1-2-e. Option to flag vehicles for specific capabilities (e.g. refrigeration, loading from both sides, electric, crane)
• 1-2-f. Set vehicle acceleration and cruising speed figures

You can access this template in spreadsheet format ready for use here.

Alternatively, click the image below to see the PDF version.

1-3. Drivers management

Requirements

• 1-3-a. Add drivers to the platform and set their address (location), type of vehicle and driver license held
• 1-3-b. Manage driver leader boards
• 1-3-c. Manage driver skills (e.g. assembly, electrician)
• 1-3-d. Manage driver shifts, holidays and assigned distribution centres
• 1-3-e. Automatically assign drivers to routes
• 1-3-f. Option to manage virtualised fleet or assign drivers manually to specific vehicles

1-4. Route Planning

Requirements

• 1-4-a. Support for vehicle-specific route planning, accounting for vehicle type (e.g. electric vehicle, diesel engine, ecargo-bike)
• 1-4-b. Support for vehicle-specific mapping data
• 1-4-c. Support for vehicle-specific historical traffic data
• 1-4-d. Ability to optimise for cost, low CO2 emissions, better customer service, etc.
• 1-4-e. Support for importing routing data (external planning or fixed routes)
• 1-4-f. Support for smart service time (time on site) and skills (e.g. electrician, recycling) in planning
• 1-4-g. Support for all delivery and collection models (e.g. click and collect, delivery to locker, delivery from store)

1-5. Real-time control of delivery operation

Requirements

• 1-5-a. Real-time map view of entire operation
• 1-5-b. Option for manual route creation and editing
• 1-5-c. Predictive alerts for delays / build-up of delivery issues
• 1-5-d. Option to manually edit routes and reassign jobs in real-time
• 1-5-e. Option to communicate with driver in real-time

1-6. Time slot selection and optimisation

Requirements

• 1-6-a. API to fully integrate with ecommerce websites allowing for recipient to select delivery / pickup time slots
• 1-6-b. Ability to feed ecommerce platform with intelligent (ranked) timeslots for the purpose of ‘slot-steering’: to encourage slot booking behaviour that will increase drop density, lower cost, cut CO2 or other definable metrics
• 1-6-c. Ranking based on algorithmic logic that accounts for previously booked nearby deliveries (low CO2) and the specific delivery features (service time, skills, etc.)

1-7. Optimisation

Requirements

• 1-7-a. Ability to support optimisation by specific vehicle type
• 1-7-b. Support for historical traffic data
• 1-7-c. Configurable optimisation goal: Optimise for cost, better customer service, lower CO2 emissions, etc.

1-8. Optimisation across fleets and external carriers

Requirements

• 1-8-a. Functionality to manage interactions with external fleets delivering for you
• 1-8-b. Functionality to assign delivery jobs to large fleets (carriers or 3PLs) in a smart way that follows your business rules to a granular level
• 1-8-c. Support for smaller fleets to manage their delivery operation via a locked platform environment that sits as a subset of your own platform. Often called an “associated platform”.

1-9. Dashboards and reporting

Requirements

• 1-9-a. Actionable dashboards, with filtering and exporting capabilities for KPIs and performance parameters across drivers, fleets, external carriers, distribution centers, etc.
• 1-9-b. Report designers and functionality to easily export data into business intelligence (BI) or data warehouse environments
• 1-9-c. Ability to configure all system tables within the platform for specific data fields time frames
• 1-9-d. Option to manually or automatically extract (export) data

1-10. Scripting and metadata support

Requirements

• 1-10-a. Ability to extend the platform database without coding to accommodate your own business data and build specific, granular workflows
• 1-10-b. Add features at the driver’s app, customer tracking page and general workflow levels, without resorting to coding and in a self sufficient way

1-11. Zones

Requirements

• 1-11-a. Support for creation of geographical zones by plotting on map or using postcodes
• 1-11-b. Use of zones for smart planning and assignment of carriers, drivers, distribution centres, vehicle types, etc.

1-12. API connection with third parties

Requirements

• 1-12-a. Rich API to connect to external carrier platforms
• 1-12-b. Rich API to connect to WMS, TMS, OMS, eCommerce platforms, ERPs, CRMs, etc.

1-13. External carriers and fleets

Requirements

• 1-13-a. Integration via API
• 1-13-b. Optional ability to assign them a subset platform – often called an “associated platform” – for management of their assigned delivery jobs
• 1-13-c. Ability to track delivery job progress in real-time across all carriers

2. Drivers

2-1. Mobile application

Requirements

• 2-1-a. Support for a complete digital (paperless) experience including chain of custody and (contactless) proof of delivery
• 2-1-b. Use of both in-app and external navigation software
• 2-1-c. Communicate with both dispatcher and recipient
• 2-1-d. Support for all required workflows
• 2-1-e. Support for route preparation, loading, delivering, pickups and returns
• 2-1-f. Support for running on both Android and iOS devices
• 2-1-g. Multilingual UI based on phone language
• 2-1-h. Ability to resequence jobs and create new jobs on the fly
• 2-1-i. Ability to select routes and transfer routes or jobs to other drivers
• 2-1-j. Support for metadata configuration to enable design of custom driver workflows (e.g. in-app instruction to check temperature gauge at beginning of route or not to forget tools for assembly)
• 2-1-k. Support for in-app hyperlinks to external files or apps
• 2-1-l. Support for geofencing and “onsite” capturing

3. Customer experience

3-1. Customer support and ticketing

Requirements

• 3-1-a. Delivery and collection-dedicated customer service and ticketing module
• 3-1-b. Ability to create actionable tickets to address delivery issues
• 3-1-c. Option to assign and track execution of tickets
• 3-1-d. Ability to integrate internal ticketing module with external CRMs

3-2. Track and trace

Requirements

• 3-2-a. Fully brandable track and trace experience, regardless of carrier completing delivery
• 3-2-b. Ability to easily configure tracking page in temrs of branding, look and feel, functionality and content
• 3-2-c. Support for differentiation of look and feel and functionality by customer or items being delivered/picked up
• 3-2-d. Ability to collect analytics and configure post delivery surveys
• 3-2-e. Functionality to offer additional fully configurable services from the tracking page (e.g. assembly, removal of packaging, battery disposal, recycling, etc.)
• 3-2-f. Can reschedule delivery or pickup
• 3-2-g. Integrations with external customer review platforms e.g. Trustpilot

3-3. Messaging

Requirements

• 3-3-a. Configurable email and SMS messaging
• 3-3-b. Full control over content, plus look and feel
• 3-3-c. Control over delivery events that trigger notifications
• 3-3-d. Functionality to send notifications via any SMS gateway or email system