Keep orders moving without putting drivers under pressure: set one clear dispatch routine, a safe way to handle changes, and a plan for customer problems before the next delivery leaves.
Moveka is Kenya’s largest courier and one of Kenya’s most deeply connected courier networks. When you’re ready to arrange a parcel, the Send page shows the options and prices that apply.
The goal: orders out on time, without distracted drivers
A reliable delivery operation needs more than a route. Your drivers need usable instructions, customers need a clear update path, and dispatch needs to know what happens when a delivery cannot proceed as planned.
What should your delivery routine include?
- Before departure, give the driver the route, delivery instructions, customer contact and a simple plan for unclear addresses or failed access. Keep details brief and in one agreed channel.
- Send route changes and customer questions to a designated dispatcher or supervisor—not to a driver who is moving. If a driver needs to read or reply, they should first stop somewhere safe. Have dispatch confirm the change was received.
- Make the escalation path explicit. Drivers should know whom to contact about a road hazard, unsafe access, a delay, vehicle trouble or fatigue—and that they can pause somewhere safe while they get help.
- Plan rest into shifts and make it easy for drivers to report fatigue early. Review hours worked and delivery exceptions together to spot schedules or handovers that are creating avoidable pressure.
- After a delivery, close the handover: record its status, flag any issue and make sure the next person responsible knows what still needs attention.
How should drivers handle customer disputes?
Give drivers a response they can use: acknowledge the customer’s concern, explain the next step, and avoid promising an outcome that dispatch has not confirmed. If the conversation becomes abusive or feels unsafe, they should step away when safe and contact a manager. Record the incident and review it with the driver afterward.
What should fleet managers track?
- Orders awaiting dispatch and whether each has a clear handover.
- Customer status questions and the time spent resolving them.
- Delivery exceptions, including access problems, unclear instructions and vehicle issues.
- Hours worked, rest planning and early fatigue reports.
- Repeated communication breakdowns or difficult customer interactions.
Common delivery management mistakes to avoid
- Changing instructions across scattered messages, leaving drivers unsure which details are current.
- Expecting drivers to read or respond while moving.
- Leaving drivers to negotiate unsafe instructions or difficult disputes without a clear escalation contact.
- Treating customer updates as an afterthought instead of assigning someone to handle them.
- Ignoring repeat exceptions instead of fixing the handover or schedule behind them.
Ready to organise your next delivery?
Keep your dispatch routine clear, then start your parcel on the Send page to see the options and prices that apply. Choose from the available Express and Same-Day options shown there.
