Support Document
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Routing & Optimization — Mobile User Guide
Support Document
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User Guide
March 2024
This document functions as a guide for Routing & Optimization – Mobile. This application allows you to manage your assigned appointments for the day, contact your customers, add notes, and more.
You must have the Drive App installed on your mobile device to use Routing & Optimization – Mobile.
For more information about device requirements and setup instructions, refer to the Driver’s Guide to the Drive App.
Advanced Routing & Optimization – Mobile can be accessed from the Drive App. If you do not have login credentials to the Drive App, contact your Administrator.
Log in to the Drive App, then select Routing & Optimization – Mobile to get started.
Setting your status informs your Dispatcher about your working status. Tap the status, then select one of the following options:
When you update the status of your appointment, your status changes on the app to let your Dispatcher know your current status, and how that might impact your response time.
You can also set the following preferences:
By default, Advanced Routing & Optimization – Mobile displays all your assigned appointments in the list view.
You can use the following filters to adjust your view:
Each appointment displays the following information:
You can also perform the following actions for each appointment:
Adding notes can provide important information for your Dispatcher, or another driver. For example, use Notes to indicate that you were only able to partially complete an appointment and what is left to be done, or you’ve made arrangements with the customer to return later in the day.
To add a note to an appointment, follow these steps:
The Notes popup window is displayed.
You have successfully added a note to an appointment.
Home Verify allows you to document the outcome of your attempt to confirm the appointment with the customer before you arrive. This can help prevent unsuccessful appointment fulfillment, improve your route, and enhance the customer experience. The event is also displayed for your Dispatcher, allowing them to follow-up as needed.
To add a Home Verify event to an appointment, follow these steps:
The Home Verify popup window is displayed.
You have successfully added a Home Verify event to the selected appointment.
For appointments that require proof of delivery, you can upload a picture from your mobile device.
✱ NOTE: You can add multiple pictures for each appointment.
To add a picture to an appointment, follow these steps:
The Upload an Image popup window is displayed.
The thumbnail for the uploaded picture is displayed.
✱ NOTE: To delete an uploaded picture, select the thumbnail, then select the delete icon.
You have successfully added a picture to an appointment.
Updating the status of your appointment lets Dispatch know of your route progress in near real-time, while also ensuring your safety, allowing your Dispatcher to assist you if needed. By default, the status of your appointment is Assigned.
To update the status of your appointment, ensure you are in Ready status, tap the Assigned appointment status, then select one of the options outlined in the following table.
✱ NOTE: You can tap Undo to revert back to the previous status.
Icon | Status | Definition |
Assigned | Assigned is the default status. This means that the appointment has been assigned to you, but no other action has been taken. From Assigned, you can select one of the following options:
| |
En Route | En Route means that you are driving, or on the way to the appointment address. From En Route, you can select one of the following options:
| |
In Progress | In Progress means that you are actively performing the required work. | |
Completed | Completed means that you have completed the required work.. | |
Cancelled | Cancelled means that you did not begin the required work because of the following reasons:
| |
Not Done | Not Done means that you began the required work but were unable to complete because of reasons that were out of your control (for example, the customer needed to leave unexpectedly). |
When you close an appointment, you can include details about the work that was done at the appointment.
✱ NOTE: Your current status must be In Progress to be able to complete this.
To close an appointment, follow these steps:
The [Appointment ID] popup window is displayed.
✱ NOTE: Close Codes and Work Codes are configured by your company. Close Codes are typically general work services, and Work Codes are typically specific work services performed. For more information, contact your Administrator.
The Signature step is displayed.
The Review step is displayed.
You have successfully completed an appointment.
✱ NOTE: If the selected Status is incorrect, or you missed a Close or Work Code, tap Previous until you are at the first step and modify as needed. If any incorrect Close or Work Codes were added, tap Close or X in the top right corner to cancel the closure event, and start again.
When you complete an appointment, your status is automatically updated to Ready, letting Dispatch know you are now available and the appointment has been actioned.
Once an appointment has been completed, you can modify the codes and/or comments.
✱ NOTE: The Signature can only be added or modified during the initial completion of the appointment. You will not be able to modify this later.
The [Appointment ID] popup window is displayed.