How can we help you?

Welcome to DeliverThat's Live Delivery Hotline!

We're here to ensure your experience with DeliverThat is as smooth as possible. You can reach our Live Delivery Hotline at (315) 630 3330 ext. 2, between 7 AM to 8 PM ET, for real-time delivery support. 

What You Can Use This Hotline For

Our Live Delivery Hotline is your direct line to receive quick assistance for any time-sensitive delivery-related questions or issues. Here are the situations where you might want to reach out:

1. Time-Sensitive Questions: If you have questions about live deliveries that require immediate attention, don't hesitate to call or text us. We're here to help in real time.

2. Driver Location Concerns: If you're concerned about a driver's location on the tracking link or there's no location information available, contact us immediately. We can help you track the driver down.

3. Unassigned Orders: If you have unassigned orders and need support in getting them assigned, reach out to us for quick resolution.

4. Missing Items: If a driver has left the restaurant, and you've noticed missing items from the order, we'll assist you in addressing the issue promptly.

Important Information for Calling and Texting

When texting the Live Delivery Hotline, please include the following details in your message:

• Order ID or Customer Name: Providing either the order ID or customer name helps us quickly identify your specific order or inquiry. This ensures faster and more efficient assistance.

• Your Brand/Position: Let us know which brand you represent and your role. This information will be saved in our CRM for future interactions, making it easier for us to assist you effectively.

Get in Touch

Ready to reach out for live delivery support? You can call or text our Live Delivery Hotline at (315) 630 3330 ext. 2.  

Agents are available for text and email support:

• Monday thru Friday until 10 PM ET
• Saturday and Sunday until 9 PM ET

We are committed to making your live delivery experience with DeliverThat exceptional, and your questions and concerns are essential to us. We look forward to providing you with top-notch support and ensuring your deliveries go smoothly.

Catering Partners who actively manage their off-premise operations and delivery partners achieve significantly higher success rates in deliveries and customer retention. At DeliverThat, we've seen a long track record supporting the importance of status calls. 

We believe in the power of collaboration and open communication. We offer regular status calls with our dedicated team of restaurant experience specialists and sales managers, all of whom have extensive experience in Delivery Operations or Restaurant Sales.

Why Status Calls Matter

Status calls are an essential part of our commitment to your success. We recommend that catering partners come prepared with specific questions and feedback. It's a collaborative effort that allows us to work together effectively. We suggest having key team members on these calls, including the off-premise leader, operations, and accounting points of contact.

What You Can Expect

During these calls, DeliverThat provides valuable metrics tailored to your needs. While the specifics can vary based on your request, the following are some of the metrics we typically provide:

• Completed delivery count
• Cancelled delivery count
• Fill rate
• Food cost delivered
• Delivery averages, including cost and distances
• Metros and locations serviced
• Driver count
• Restaurant incident details
• DeliverThat incidents details

Our Commitment to Success

At DeliverThat, we are dedicated to accountability and transparency. We believe that regular status calls are an excellent way to celebrate successes and identify areas for improvement. By working together and sharing insights, we can help you achieve your goals and continuously enhance your delivery operations.

Catering deliveries can make or break your business. The worst thing to happen when things are not going smoothly? Not knowing who to contact for support.

This one-pager is great for having in-store or as a reference for best practices when communicating with DeliverThat.

Introduction:

Ensuring a smooth handoff between your restaurant and our drivers will make or break a delivery's success. In this guide, we'll walk you through the process of confirming a driver's assignment when they show up to pick up catering deliveries.

The Three Key Identifiers:

Verifying the information below will ensure that deliveries are never sent out with the wrong driver.

Job Name:

This is the unique identifier displayed in your DeliverThat Dashboard. The driver will have a matching Job Name in their application.

Customer Name and Address:

The driver will have the customer's name and address associated with the catering order. Cross-reference this information to confirm the accuracy.

Order Cost:

While drivers won't have the specific order contents, they'll have the total cost. Use this as an additional point of confirmation.

The Signature Process:

All DeliverThat drivers are required to collect a signature in their driver application during pickup. This helps verify that the food is handed over to the right person. 

Ensuring Smooth Deliveries, Every Time

The golden rule of managing off-premise partnerships is being hands-on. We want to empower you to develop relationships with the best drivers & request them specifically. Our Restaurant Experience team is here to review metrics, hop on calls, and provide resources to help you in any way we can.

At DeliverThat, we are committed to providing you with a seamless delivery experience. To help you get the most out of our partnership, we've put together some best practices that will contribute to successful deliveries.

Submitting Deliveries

When submitting deliveries, keep these best practices in mind:

• Early Submissions: We accept deliveries up to 2 hours before the scheduled pickup time. Submitting deliveries as soon as you receive them and know they will require our service is good practice.

• Advanced Submissions: Consider submitting deliveries 24+ hours in advance for exceptional service. This allows us to offer your delivery to our top-tier drivers, who have additional experience with DeliverThat. We are proud to have a 99% completion rate on these requests.

• Address Accuracy: Ensuring the address is 100% correct is crucial to avoid adjustment charges and late deliveries. Address Line 2 should only be used for specific purposes, such as apartment numbers, suite numbers, floor numbers, building names, company names, secondary address information, or mailbox numbers. Misusing the address line 2 field can result in adjustments, late deliveries, or delivery failure. Read the Help Center article about address line 2 for more.

• Buffer times: DeliverThat sets pickup times based on drive time and order cost to allow for loading, unloading, and set up. If a delivery is individually packaged, has a complex drop-off, or is in a high-traffic area, you should select a drop-off time 15-20 minutes earlier than the customer event time. This will increase the on-time rate for unique and challenging scenarios.

Drop-off Instruction

The "Drop-off Instructions" field is a valuable tool for providing detailed pickup and drop-off instructions. Include any specific information that drivers need to know, such as the need for a license, the presence of a loading dock, security procedures, special entrances, or unique features at the pickup location. All special instructions are displayed in the app to our drivers, streamlining the delivery process for success.

Requesting Specific Drivers

We understand that sometimes you may have favorite drivers you'd like to work with. They provide an elevated level of service. They are familiar with your team and brand.

We're here to make it easy for you to request specific delivery drivers when you submit the delivery request. Scenarios we see drivers requested most often:

• VIP clients 

• New customers

• High-value orders

• A large gratuity has been added

The Request Process

To request a specific driver, follow these simple steps:

1. Email Dispatch: Send an email to dispatch@ideliverthat.com to make your driver request. This is the same email you can use for other support inquiries.

2. Include Driver's Name: In your email, be sure to include the name of the driver you want for your delivery.

3. Provide Order Details: To help us locate your specific order, include the order ID or customer name in your message.

Live Support

For any questions, concerns, or immediate assistance, don't forget about our Live Delivery Hotline at (315) 630 3330. Our team is ready to assist you in real time to ensure your deliveries go smoothly. You can text or call this line using the best practices outlined in the Hotline article.

Feedback & Escalations

Your feedback is valuable to us. If you have any feedback about a driver or delivery, questions, or need assistance with a delivery, reach out to us at dispatch@ideliverthat.com. Check out the specific article for the DeliverThat support email with more detailed information. For urgent matters, our Live Delivery Hotline is available.

Account Management

To maintain a successful partnership, it is recommended to have regular status calls. During these calls, we recommend having someone from your operations team and your off-premise point of contact attend. We'll review performance metrics for both DeliverThat and your catering business, identify areas for improvement, and ensure your delivery operations are running smoothly.

To schedule a status call cadence that works for you, please email us at sales@ideliverthat.com or dispatch@ideliverthat.com. We're here to support your success.

We're Here to Serve You

At DeliverThat, we are dedicated to making your delivery experience exceptional. By following these best practices, you can help us ensure smooth and successful deliveries every time. We appreciate your partnership and look forward to continuing to serve you and your customers with excellence.

Thank you for choosing DeliverThat as your trusted delivery partner.

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