Efficiency is key to maintaining customer satisfaction and ensuring smooth operations. Many small logistics businesses face the challenge of managing orders, coordinating with drivers, and collecting customer feedback manually. This case study explores how a logistics business successfully automated its process using readily available tools like Google Forms, Google Sheets, and Zapier, transforming their workflow from manual to automated and significantly improving operational efficiency.
The Challenge
The logistics business initially relied on Google Forms to receive orders, but the subsequent steps were manual and time-consuming. The process involved:
- Manually contacting drivers with order details.
- Tracking delivery statuses through phone calls or messages.
- Collecting photographic evidence of deliveries.
- Requesting customer feedback post-delivery.
The manual nature of these tasks led to delays, errors, and a significant amount of administrative work. The business needed a streamlined, automated solution that would:
- Notify drivers of new orders instantly.
- Track delivery statuses and collect photographic evidence seamlessly.
- Automatically request feedback from customers.
The Solution
Using a combination of Google Workspace tools and Zapier, the business automated the entire logistics process from order reception to delivery confirmation and feedback collection. Here’s a detailed look at the solution:
Step-by-Step Automation Workflow
Step 1: Order Receiving
Tool Used: Google Forms and Google Sheets
Process: The business continued to use Google Forms to collect order details. Each submission was automatically populated in a linked Google Sheet.
Step 2: Driver Notification and Assignment
Tool Used: Zapier
Process:
Zap 1: New Order Notification
Trigger: New Spreadsheet Row in Google Sheets (Order Form Responses)
Action: Send Email or SMS/WhatsApp to the driver with order details.
Implementation: A Zap was created to trigger whenever a new row was added to the Google Sheet (i.e., a new order was received). This Zap sent an email or message to the assigned driver with all necessary order details.
Step 3: Order Delivery Tracking
Tool Used: Google Forms and Google Sheets
Process:
Driver Updates Delivery Status: Drivers were given access to a Google Form specifically designed for updating delivery statuses and uploading photographic evidence.
Zap 2: Delivery Status Update
Trigger: New Spreadsheet Row in Google Sheets (Delivery Update Form Responses)
Action: Update the original order’s status in the main Google Sheet.
Implementation: Another Zap was created to trigger when a new row was added to the delivery update Google Sheet. This Zap updated the corresponding order status in the main Google Sheet.
Step 4: Customer Feedback
Tool Used: Google Forms and Zapier
Process:
Zap 3: Send Feedback Request
Trigger: Updated Spreadsheet Row in Google Sheets (Order Status marked as “Delivered”)
Action: Send Email to the customer with a feedback form link.
Implementation: The final Zap triggered when an order’s status was updated to “Delivered”. It sent an automated email to the customer, including a link to a Google Form for feedback.
Implementation Details.
Please note that these can be refined further to add reminders into the steps.
Setting Up Google Forms and Sheets:
The order form was linked to a Google Sheet to collect order details.
A separate delivery update form was created for drivers to update delivery statuses and upload photos.
Creating Zaps in Zapier:
Zap 1: New Order Notification
Trigger: New Spreadsheet Row in Google Sheets.
Action: Send Email or SMS/WhatsApp to the driver.
Zap 2: Delivery Status Update
Trigger: New Spreadsheet Row in Google Sheets (linked to the delivery update form).
Action: Update the original order’s status in the main Google Sheet.
Zap 3: Send Feedback Request
Trigger: Updated Spreadsheet Row in Google Sheets (Order Status marked as “Delivered”).
Action: Send Email to the customer with a feedback form link.
Driver Communication:
Drivers were trained to use the delivery update Google Form to mark deliveries and upload photos.
Feedback Collection:
A feedback Google Form was created and linked in the automated email sent to customers post-delivery.
The Results
By automating the logistics workflow, the business achieved several key benefits:
Efficiency: Reduced manual tasks and administrative workload.
Accuracy: Minimized errors in order handling and delivery tracking.
Customer Satisfaction: Prompt updates and feedback collection improved customer experience.
Driver Coordination: Instant notifications and clear instructions streamlined driver assignments and updates.
This case study demonstrates how small businesses can leverage affordable tools like Google Forms, Google Sheets, and Zapier to automate complex processes and enhance operational efficiency. By embracing automation, the logistics business was able to focus more on strategic tasks and less on manual administration, paving the way for scalable growth and improved service quality.
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Written by BIPOC Foundation
This blog is an Initiative of BIPOC Foundation and is aimed at helping BIPOC (black, indigenous and people of colour) founders get all the support they need to scale their business in Canada. BIPOC Foundation has resourceful programs like the BFH Accelerator Program, LIFT, The Table, Mentorship, and the Learning Series Program. You can find more details about the programs here.
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