Veho

Veho Technologies is an American logistics service company based in New York, U.S, providing last-mile delivery and return services. The company was founded in 2016, launching a mobile app matching gig-economy drivers with package deliveries in their local areas. I wrote their client facing articles and created video content for gig-economy recruitment.

Veho x Talroo

I wrote, directed, and produced this script for both the Veho and Talroo brands. This was a spotlight collaboration for Veho in the last mile logistics space and built brand recognition for Talroo hiring technologies.

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Veho Driver Partners Article

I authored this article for Veho to be used by sales and executives to illustrate their gig-economy model and quality control standards to prospects.

How Independent Driver Networks Optimize Credible and Efficient Delivery

We understand that your business only operates if products are in customers’ hands, and with most retail occurring online, there’s a huge factor at play - delivering those products.

The traditional carrier model utilizes fixed fleet truck and delivery vehicles. But these fleets have fixed costs that lack in both scalability and flexibility, averaging an on-time performance as low as 81%.

With carrier fleets being largely unionized, their labor can translate to higher prices for the shipper. These combined constraints often result in ambiguous seasonal caps and surcharges - making it nearly impossible to stay on budget. That’s not even accounting for the cost of delivery errors such as loss, fraud, and theft.

Shippers agree: the traditional carrier model is outdated.

The Veho Driver Partner Model

Veho is challenging the traditional delivery service model by using a network of crowdsourced driver partners that ensure packages make it straight to your customer’s doorstep.

This driver partner model allows the flexibility to meet capacity, especially when delivery needs surge during peak seasons. Without substantial investments in owned fleets, we stay competitive in the final mile by diminishing escalating shipping expenses and constraints imposed by traditional carriers.

Our industry-leading >99% on-time delivery rate is powered by proprietary technology that perfectly matches capacity to meet your brand needs, driving flexibility that allows brands to maintain a high quality standard that traditional carriers can’t provide.

“Leveraging a driver partner network gives the Veho platform flexibility to meet the needs of shippers while maintaining a consistent, high-quality delivery experience. We enable this through technology to efficiently group packages into routes that are then offered to driver partners that we can use to match delivery volume, and standards and policies that ensure driver partners maintain the high quality delivery expectations that customers and shippers have.”

- Kevin Johnson, Head of Driver Marketplace at Veho, Former Driver Marketplace lead at Uber

Driver Partner Model Benefits

A flexible and scalable network of driver partners available on demand, even during peak seasons.
Vetted, insured drivers who know proper delivery practice and improve customer experiences.
The ability to deliver to customers in metro areas as well as those in suburban, exurbs and rural areas.
Shorter delivery windows to ensure on-time delivery.
Package Visibility for the customer and the shipper:
- Live tracking via SMS with customers
- 4-hour delivery windows to match customer’s schedule.
- Route Visibility for Shippers
  - Real-time package status via Webhooks
  - Veho tracking page
  - Available in Veho app for driver partners

Delivering with Best-in-Class Driver Partners

We know that driver partners work for themselves, taking pride in their work and performance. We have a few protocols in place that keep our services safe and deliveries efficient.

Age Restrictions

First and foremost, Veho regulates who can become a delivery partner through extensive vetting. Most delivery companies hire drivers age 18+ to fill working gaps; yet most rental companies won’t allow people under the age of 25 to rent a vehicle. Why? Drivers between the ages of 16-24 make up over 28% of crashes in the US despite representing less than 14% of the population.

We will never sacrifice safety or quality for hiring convenience.

Veho works with contractors ages 25+ to ensure driver partners are safe and up to task.

Face-to-Face Accountability

Another issue that fleet delivery companies encounter is tracking employee performance for customer satisfaction. Minimal face-to-face interaction can have a negative impact on accountability while customer feedback slips through the cracks. Sadly, customer satisfaction ratings can begin reflecting these delivery mishaps.

At Veho, we not only track deliveries, but the quality of their fulfillment. Driver partners interact face-to-face with Veho employees at our warehouses daily. We build relationships with partners through communication, comradery, and accountability to give each delivery that personal touch.

"Veho is an earnings experience that driver partners find unique and attractive, which helps ensure that we attract and retain enough high-quality, engaged driver partners to deliver packages.”

- Kevin Johnson, Head of Driver Marketplace at Veho, Former Driver Marketplace lead at Uber

Quality Control Measures

We conduct thorough background checks on all driver partners and meet them in person. This process allows us to set expectations to set them up for success.

The onboarding and registration process for new drivers includes:

A full background check.
A document check (license + insurance).
Virtual registration route.
Materials about operation and best practices.
In-person new driver information sessions.
In- person new driver warehouse process sessions.

Veho’s ongoing quality control and compliance include:

Tying performance to individual drivers through weekly performance tracking (average CSAT & OTD per driver), ensuring a 4.9/5 customer satisfaction rating for deliveries with Veho.
Driver partners with low customer satisfaction scores do not qualify for continued delivery. Those with continually low customer satisfaction scores are at risk of getting kicked off the platform.
In the rare event that issues arise, we create action plans to address failed delivery and prevent future failures.
Live driver support to minimize issues on the road.
Terms & conditions enforcement.

“We invest heavily to ensure driver partners have the resources they need to create an excellent, consistent delivery experience for end-customers. This includes information during the onboarding process about how to deliver with high quality, technology that surfaces information to execute deliveries on-time and according to customer instructions, and access to live Driver Partner support should they run into any issues during deliveries. All of this allows Veho to create a consistent, reliable, high-quality experience that end-customers love.”

- Kevin Johnson, Head of Driver Marketplace at Veho, Former Driver Marketplace lead at Uber

Minimizing Delivery Fraud, Theft, And Loss

There are a few myths behind driver partner models –

The main misconception is that driver partners aren’t direct employees, and therefore feel less invested in creating a quality delivery experience. But Veho’s 99% on-time delivery is due to our use of proprietary tracking technology that outperforms traditional fleet carriers – significantly reducing loss, fraud, and package theft.

How do we accomplish this?

Tracking Technology

Veho’s proprietary technology offers the most accommodating and accountable tracking on the market.

Each driver’s route begins with the Veho app. It lists out the exact routes and package deliveries for each driver the day prior. Driving partners then have the autonomy to select and prepare for their routes. From there, everything is extensively tracked – from pick-up to car route to delivery. Our app also gives updates on where drivers are in real time, so we always have an answer for customers.

4 Hour Delivery Window

Your customers are busy and realistically, won’t be sitting around all day waiting for their package. That’s why we offer them a 4-hour delivery window of their choice so that they know exactly when to expect their deliveries.

What does this mean for them? It means that they can plan to go to work, grab groceries, take a walk, and be home for delivery without concerns about porch piracy.

What does that mean for you? Higher customer satisfaction. Confirmed delivery windows cut down on the time in which a package can fall into the wrong hands. Theft is minimized, frustration is avoided, and replacements are a thing of the past.

Address Modifications & Updates

Whether your customer has a family emergency or needs to work in-office instead of at home, Veho offers same-day address changes because plans change. So, we adapt to your customer’s needs, whatever the change may be. Not only does this go the extra mile for the customer experience, but it also cuts down on package loss.

Photo Confirmation and Live Customer Support

Even if everything goes to plan from pick-up to delivery, there is always the chance of theft or delivery fraud. Since our packages are tracked every step of the way, we address this issue via photo confirmation. Upon delivery, drivers take a snapshot that shows the home, address, and placement of package. This helps us locate and provide physical evidence of delivery for your customers.

We also offer live customer support if customers run into any issues or have questions. We locate, update, and make changes for them accordingly.

Start Optimizing Deliveries with Veho

Veho’s systems and driver partners work together to ensure that ‘last mile’ delivery goes the extra mile. Because that last mile is the difference between a child opening their gift on Christmas - or not. It’s getting that dress in time for the big day - or not. And it’s the difference of earning customer loyalty - or not.

We promise to be that difference.

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