Melbourne Last-Mile Delivery — Driver App
A delivery company built a custom driver app — on-time deliveries improved 44% and paper run sheets disappeared.
TL;DR
- Challenge:
- A Melbourne last-mile delivery company with 28% late deliveries, paper run sheets, and no proof of delivery.
- Approach:
- Custom React Native driver app with GPS navigation, e-POD, AusPost label printing, real-time ETA.
- Result:
- On-time delivery 72% → 96%, delivery disputes down 86%, deliveries per driver +36%.
Key Results at a Glance
+44%
On-time delivery
-86%
Delivery disputes
+36%
Deliveries per driver/day
Client Context
Business Type
Last-mile delivery (ecommerce + retail)
Founded
2018
Team Size
32 drivers + 6 dispatch
Market
Melbourne metro
Revenue Tier
$5.4M annual revenue
Stack Before
Paper run sheets, TomTom navigation, phone-based dispatch
The Challenge
Drivers used paper run sheets and called dispatch for updates. There was no proof of delivery, no GPS tracking, and 28% of deliveries arrived outside the promised window — leading to customer complaints and lost contracts.
Goals & KPIs
North-Star Metric
Hit 95%+ on-time delivery and eliminate proof-of-delivery disputes
Supporting KPIs
On-time delivery %
Target: 95%+
Delivery disputes/month
Target: Under 5
Deliveries per driver/day
Target: 35+
e-POD capture rate
Target: 99%+
Driver app adoption
Target: 100%
Discovery & Research
Audit Findings
- •Paper run sheets = 28% late deliveries
- •No proof of delivery beyond signature slips
- •No real-time GPS tracking
- •22 disputes/month
- •AusPost labels printed manually
Baseline Issues
- •72% on-time delivery
- •22 disputes/month
- •28 deliveries/driver/day
- •Paper POD (frequently lost)
Competitor Insight
Top AU last-mile delivery ran custom driver apps with GPS + e-POD + AusPost integration + real-time ETAs.
Audience Insight
Delivery customers want proof of delivery photos + accurate ETAs — not phone updates.
Strategy
Core Hypothesis
“If we build a driver app with GPS + e-POD + AusPost, then on-time delivery hits 95%+ because visibility + tools compound.”
Positioning Shift
Repositioned as "Melbourne's tech-enabled last-mile — track every parcel, verified proof of delivery".
Channel Mix
React Native driver app · 50%
Core platform
GPS + route optimisation · 20%
On-time delivery
e-POD capture · 20%
Dispute reduction
AusPost API integration · 10%
Label automation
Our Approach
Driver app with GPS
Built a React Native driver app with optimised route display, turn-by-turn navigation, real-time GPS tracking, and automatic ETA calculations for each stop.
Electronic proof of delivery
Added photo capture and digital signature for proof of delivery — automatically emailed to the customer and stored in the dispatch system.
AusPost label printing
Integrated with AusPost APIs for label generation and tracking number creation — drivers print labels from a Bluetooth mobile printer at pickup.
Phased Roadmap
Month 1
Discovery + Design
- →Driver shadowing (5 drivers, full shifts)
- →Dispatcher requirements
- →App wireframes
- →AusPost API scoping
Months 2–3
Build
- →React Native app (iOS + Android)
- →GPS + turn-by-turn navigation
- →e-POD capture (photo + signature)
- →AusPost label integration
Month 4
Rollout
- →5-driver pilot
- →Full 32-driver rollout
- →Dispatcher dashboard live
- →On-time: 72% → 92% in 30 days
What We Built
The Results
On-Time Delivery Rate (%)
Before vs After — 4 Months
| Metric | Before | After | Change |
|---|---|---|---|
| On-time delivery | 72% | 96% | +44% |
| Delivery disputes | 22/month | 3/month | -86% |
| Deliveries per driver/day | 28 | 38 | +36% |
“Proof of delivery photos ended customer disputes overnight. And drivers do 10 more deliveries per day with the optimised routes.”
Sam T.
Operations Manager
Key Insights
- →Photo e-POD ended disputes overnight — indisputable evidence trumps signatures
- →Route optimisation added 10 deliveries per driver per day — pure margin
- →Driver app adoption hit 100% because it made their jobs easier, not harder
- →Customer trust improved — repeat business grew via corporate contracts
What's Next
Adding electric vehicle integration, launching a customer-facing tracking app, and testing contactless delivery for retail partners.
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Services Used
Representative case study. Figures illustrate the type of outcomes achievable through these strategies for Australian businesses; individual results vary based on market, budget and starting position.