My driver needs help

What to do when your driver asks for help

This page gives you an idea of the tools available in Yojee to help you re-allocate tasks when your driver is stuck. The following topics are covered below:

  1. Driver to dispatcher chat
  2. Pickup or drop off issues
  3. Vehicle breakdown

Driver to dispatcher chat

Drivers and dispatchers can communicate with each other through the Yojee application. The chat window is shared among all users so a user starting his/her shift can easily take over the conversation.

From the Yojee Drive app - the driver can use the app menu button app menu to navigate to the Chat screen where he can contact the dispatcher on duty.

From the Yojee Dispatcher - the dispatcher can click on the chat button chat button to bring up the chat program. The chat program can be used to message any registered driver on the Yojee Drive app.

Pickup or drop off issues

If a pickup or drop off task is completed as planned, or if no further action is needed, the task can be mark as complete.

If follow up is required, an exception can be raised to trigger the following flow:

  1. Driver reports a task exception
  2. Dispatcher creates a follow up plan and assigns new tasks
  3. Assigned drivers carry out the new tasks 

Example 1: Insufficient carrying capacity - re-assign driver

  • Driver arrives at pickup location and could not complete the pickup due to the length of item exceeding vehicle size
  • Driver reports a task exception on Yojee Drive, including some notes to the dispatcher
  • All related tasks linked to this pickup are removed from the driver trip
  • Dispatcher read the reported notes, and re-assigns the task to a suitable driver/vehicle pair.

You may find more information on vehicle carrying capacity here.

Example 2: Shipment damaged - return to sender

  • Driver arrives at drop off location and the shipment was rejected by the recipient
  • Driver reports a task exception on Yojee Drive, including some notes to the dispatcher
  • Dispatcher reads the reported notes, and calls the sender to confirm next steps
  • The dispatcher updates the task sequence, then assigns them to complete the return process

Example 3: Location is closed - plan second attempt

  • Driver arrives at drop off location and finds that location is closed
  • Driver reports a task exception on Yojee Drive, including some notes to the dispatcher
  • Dispatcher reads the reported notes, and updates the item:
    • [NEW TASK] Drop off at the delivery hub - assigns to same driver
    • [NEW TASK] Pickup at delivery hub tomorrow - linked to next task
    • [EXISTING TASK] Update the drop off at final location to a new time window tomorrow
  • The dispatcher assigns all the outstanding tasks for today and tomorrow

Vehicle breakdown

If a driver is experiencing a breakdown and cannot proceed, it is advisable to re-assign any urgent tasks to another driver.

  • Driver informs dispatcher via chat or call
  • From the explore view, the dispatcher selects the affected driver and analyses the outstanding tasks by clicking on the empty eye icon empty eye beside the driver
  • To re-assign his/her work to a new driver:
    • Select tasks on the driver list that you wish to re-assign
    • Select the new or existing driver
    • Click on the Optimise button on the ribbon, then confirm the results by clicking Assign on the driver list

Items in transit

If there are any items in transit on the vehicle that broke down, special arrangements are required to pick up the cargo at a convenient time and location.