Outgrowing existing tools
IncaPost is a family-run courier company based in Sydney, Australia. Asher Gomez joined the father-and-son business in 2024 as Head of Operations and helps successfully coordinate their team of drivers and keep their portfolio of clients happy.
Offering point-to-point last-mile delivery, IncaPost typically collects items from its clients' warehouses or shops and then delivers them straight to the customer. This type of lean last mile operation requires efficient processes and slick communication because IncaPost has limited capacity to hold or store items overnight for delivery the following day.
With a background in software development, one of Asher’s first goals for the business was to streamline the digital side of operations and find a last mile management tool that could cater to all their clients’ needs. The existing software tools were falling short when it came to valuable features, which led him to look for a better option and discover Spoke Dispatch.
Within a week, the difference was clear, and Asher migrated all IncaPost’s existing operations to Spoke so that they could provide clients with live tracking and better recipient notification options.
Shared source of truth
IncaPost’s retail client PedL sells a wide range of ebikes, scooters, and cycling accessories. PedL requires a courier partner who can facilitate a fast and reliable delivery service for its high-value and bulky items. A key focus for their business is keeping customer satisfaction levels high.
Before joining Spoke Connect, once each day’s orders were packed and ready for delivery, PedL would upload all the details into a Google doc, which they shared with IncaPost. IncaPost would then access the shared file, manually import the jobs into Spoke, and update the delivery status of every order on the Google doc as the status changed. Time-consuming and prone to accidental errors on both sides, this was a less-than-perfect solution for quickly and accurately relaying order information from client to courier.
Using Spoke Connect’s synchronized dashboard, PedL and IncaPost now have a shared single source of truth for all deliveries. It automatically and effortlessly updates the status of every order in real time as items are loaded onto the delivery vehicle and begin their journey to the recipient’s home. Asher estimates that using Spoke Connect has saved him around fifteen minutes per client per upload every day, which can amount to several hours across a working week and their entire portfolio of clients.
For PedL, being able to instantly view the live status and relevant information for an order has eliminated the need to contact IncaPost for assistance when trying to resolve delivery inquiries. All the information they need about an order's whereabouts is at their fingertips and visible in real time.
"Spoke Connect has pretty much everything I need to know about an order. It’s very rare now that I need to contact Asher about an order.”
Timely recipient notifications are also a key consideration for PedL. Shipping cumbersome and costly items means that their customers appreciate a good degree of advanced warning about their delivery. Recipients need to plan their availability to receive their goods and may also need to arrange additional help to handle heavy items. This customer need meant that PedL used to receive lots of enquiries from customers asking when their delivery would arrive, even before the courier had collected it from their warehouse.
When they began working together, IncaPost and PedL agreed to delivery terms of two to five days from collection, but in reality, IncaPost has more than halved this wait time for recipients.
Delivering faster than their previous supplier, IncaPost typically completes a delivery on the same day or within two days of collection. They go the extra mile by personally calling recipients before setting off on the delivery route to double-check that they will be home and that it’s convenient for them to deliver.
‘Customers love the tracking, we love the tracking! It’s such a great feature.’
Combined with recipient notifications that provide dynamic tracking updates throughout the delivery process, PedL’s customer satisfaction has risen, whilst the number of inbound customer queries has successfully fallen.
Spoke Connect has enabled more efficient and reliable work management for both courier and client, with the added benefit of creating well-informed and happy recipients.
An extension of the client’s brand
IncaPost’s attitude to the recipient experience really sets it apart from other couriers. They see themselves as an extension of their client’s brand, so they make it a principle that all their drivers deliver with a smile and provide the best experience possible.
'Recipients associate their view of the retailer’s brand with how well the delivery experience goes.’
Many recipients are used to impersonal or unhelpful automated delivery communications, which can leave them unable to get answers and frustrated if issues arise.
IncaPost combines useful automation of recipient notifications with the personal touch of a phone call to provide a great experience for their clients’ customers.
It’s a smart move for them too, because confirming that the recipient can receive their item before commencing a route also prevents them from making unsuccessful delivery attempts and allows them the chance to efficiently reorganize stops if last-minute issues arise.
Working with PedL via Spoke Connect has proved so beneficial for both parties that IncaPost plans to onboard even more clients to the portal and take advantage of the many new features planned for it in 2025.
Note: Spoke Dispatch is saving thousands of businesses at least 20% on delivery costs. Try it free for 7 days.
