Velocity Couriers Last-Mile Dispatch
A Metro Manila same-day courier moved 230 riders off Viber dispatch onto a real-time route-and-proof platform.
Impact
What changed.
SLA compliance
On-time delivery rose from 78% to 94% within six months. Client SLA penalty deductions dropped 82% year over year.
Dispatcher leverage
The same dispatch team now handles 2.4x the daily volume. Two new dispatchers planned for the headcount budget were not needed.
Rider retention
Rider attrition fell from 18% per quarter to 7%. Transparent earned-to-date and fair load balancing surfaced repeatedly in exit-interview reversals.
The challenge
Before
Velocity Couriers runs 230 riders across Metro Manila handling same-day B2B and B2C parcels for ecommerce and document-courier clients. Coordination happened over Viber group chats — dispatchers shouted job numbers, riders raised hands by sending stickers, and proof of delivery came back as photos that had to be saved manually against the right job. Client SLA queries required a dispatcher to scroll back through chat logs. The team had grown past the point where this could work, and quality was visibly degrading.
- Dispatch coordination over Viber group chats with sticker confirmations
- Proof of delivery photos saved manually to the right job, often mis-filed
- Client SLA queries answered by scrolling back through chat logs
- No real-time view of rider location or capacity for incoming orders
- Rider payouts calculated weekly from paper run sheets
- No way to balance load across riders within a zone
- Failed deliveries returned with inconsistent reason capture
- Cash-on-delivery reconciliation taking two days a week
The solution
What we built
We built a last-mile dispatch platform with a rider app, dispatcher console, and client portal. Orders come in by API from client ecommerce systems or by manual entry. The platform plans routes against live rider location, current load, capability tags, and zone familiarity. The rider app navigates to pickup, captures parcel photo at pickup, runs the route, and captures signed-photo proof at delivery — including failed-delivery reason codes from a structured list. The dispatcher console shows every rider on a live map with current ETA against next stop. Client portal exposes order status, live tracking link, and SLA history. Cash-on-delivery reconciles automatically against rider end-of-shift cash-in. Payouts compute continuously from completed jobs against the rider tariff sheet — riders see their earned-to-date in the app at all times.
Core workflow connections
How the system flows.
- Order Ingest (API or manual)Zone MatchRider SuggestionAssignment
- PickupParcel PhotoManifestRoute Optimisation
- Delivery AttemptSigned Photo ProofStatus UpdateClient Webhook
- Failed DeliveryReason CodeReattempt ScheduleClient Notification
- Cash-on-DeliveryEnd-of-Shift Cash-inReconciliation Report
- Rider PayoutTariff CalculationDaily Earned-to-date
- Dispatcher Console with live map and ETA against next stop
- Client Portal exposing order status, live tracking, and SLA history
- Capability tags (cold, fragile, high-value) routing eligible riders only
- Zone familiarity scoring biasing assignment toward fastest rider for that area
Process
How we built it.
Order Ingest (API or manual) → Zone Match → Rider Suggestion → Assignment
Pickup → Parcel Photo → Manifest → Route Optimisation
Delivery Attempt → Signed Photo Proof → Status Update → Client Webhook
Failed Delivery → Reason Code → Reattempt Schedule → Client Notification
Cash-on-Delivery → End-of-Shift Cash-in → Reconciliation Report
Rider Payout → Tariff Calculation → Daily Earned-to-date
Dispatcher Console with live map and ETA against next stop
Client Portal exposing order status, live tracking, and SLA history
Capability tags (cold, fragile, high-value) routing eligible riders only
Zone familiarity scoring biasing assignment toward fastest rider for that area
Start a project
Dispatching couriers over Viber?
We build dispatch platforms that work in Metro Manila traffic — rider-app ergonomics, structured proof of delivery, and SLA dashboards your clients trust.
No retainer lock-in · Month-to-month · Full transparency
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