EasyVan connects professional van and lorry drivers with people who require delivery services via a simple interface.To date, has over 250,000 customers.
EasyVan’s business model is simple: the customer needs something moved, he uses the EasyVan app to source for a driver, who picks up the item and delivers it. Not only does it help drivers resolve the problem of under-utilized vehicles, it also allows customers to secure courier services almost instantly.
With Easyvan promising its users a seamless experience, one can’t help but wonder what goes on behind the scenes to ensure this. I shadowed two EasyVan driver – and one thing’s for sure – being an EasyVan driver is far from easy.
EasyVan’s booth at IKEA is conveniently located near the check-out counters. Staff members introduce IKEA customers to the EasyVan application and help interested customers place their first booking via the app.
At around 3:35pm, Rizal picked up a booking and we were off!
It’s here that I witnessed Rizal’s professionalism and dedication to providing good service. EasyVan’s transparent pricing system gives a clear breakdown of how much everything costs, from transportation expenses, to additional services that customers may require, such as door-to-door delivery.
Throughout the day, Rizal was courteous and all smiles as he listened patiently to the customers’ requests. What struck me was how willing he was to go out of his way for the customer. I hope she gave him a good rating with the EasyVan app – he truly deserves every one of those orange stars!
Of course, EasyVan drivers do not only pick up customers at IKEA outlets. I was attached to another driver to find out more.
My watch read 1:30pm on a sultry Friday afternoon when a sleet grey panel van pulled up beside me.
“Hi, Su Fern?” The window lowered to reveal a bald man in sunglasses, resembling the likes of Vin Diesel or Jason Statham. Beside him a woman, also in shades, regarded me coolly. It felt uncannily like I was in an opening scene of some action blockbuster.
Slightly intimidated, I stammered out an affirmative.
This was how I first met Dean, my second EasyVan driver and his wife Haseena.
As Dean and his wife motioned for me to hop in with welcoming smiles, I felt my wariness ease. I soon realised that they were a jovial and affectionate couple and the conversation flowed easily.
As Rizal had shown me, EasyVan drivers are always on-the-go. There was no time to waste so after brief introductions, we headed full steam ahead to Rochor, Dean’s third job of the day.
Just to give you an idea of how busy they were: though it was nearing 2pm, the pair have yet to have lunch. In fact, Haseena mentioned that on some days, they could not even find the time to go to the washroom. Wow! To say that they’re busy is beginning to sound like an understatement.
Dean greeted his customer cheerfully before listening attentively to the customer’s requests. For this job, Dean was to deliver some documents and a cheque to a distripark in Kampong Bahru for some physical goods, which would then be brought back to the customer.
“This distripark requires clearance. Are you sure I’ll be able to go in?” Dean asked immediately upon looking at the address. However, Dean’s doubts were waved away by the customer.
Despite some apprehension, Dean acceded and we were off to our next destination. (No lunch yet, by the way.)
Arriving at the distripark, Dean was dismayed. Beyond the entrance, barricades prevented our van from going any further without a letter of authorization.
“We can’t enter,” he informed us. Nonetheless, Dean decided to go ahead and try his luck. But as he had suspected, without proper clearance, we were denied access into the distripark. Additionally, we were informed that the cheque could not be processed – we had to bring it to an office in Raeburn Park to process it.
A series of calls ensued. With the EasyVan call centre playing the role of an intermediary*, Dean informed the customer that he was unable to do any more for him that day.
*EasyVan drivers are encouraged to update the EasyVan call centre in the event of complications to prevent miscommunication and seek assistance from the team in the office.
Despite how things played out, I was pleasantly surprised at how EasyVan efficiently liased with both parties – Dean was never on on hold during the phone calls. Also, I admired how Dean managed to handle the situation with such diplomacy, going beyond the call of duty by obtaining a sample of the letter of authorization so that the next delivery would be smoother.
Haseena called for a break and we finally settled down at Seah Im Food Centre for lunch. I could tell that that the both of them were worn out by then, but their smiles never faltered as they insisted that I have a drink on them.
With food in our bellies, we felt recharged and ready to get back on the road. After consulting Google Maps, Dean realised that he was able to help the customer submit the cheque to Raeburn Industrial Park, who agreed and rescheduled the actual delivery of goods for Monday.
We headed down to Raeburn Industrial Park, with Dean making payment on behalf of the customer.
Dean reassured me that these things happened all the time. This was only his third month as an EasyVan driver, but he had long learned to roll with the punches. Before I knew it, we were back in the van again, the hardworking couple ever ready for their next job.
After two long and exhausting days (major kudos to Rizal and Dean who have to do this every day!), here are my four takeaways about being a driver for EasyVan:
Easyvan drivers are granted the flexibility to plan their own delivery schedule, which is why the app has been so warmly received by bike, lorry and van drivers. In Dean’s case, Haseena keeps a ledger to schedule his deliveries on a day-to-day basis.
This ensures he’ll be able to properly plan his route to avoid jams and arrange deliveries by location so that he can squeeze in as many deliveries as possible.
EasyVan prides itself on transparency. What you ask for through the app is precisely what you get. When you place an order, it is necessary to specify everything from the type of service required (door-to-door delivery, unloading/ loading etc.), to the weight of your goods and the number of helpers you need
Additional charges are also clearly defined to ensure lesser disputes and this benefits both drivers and customers.
You might surprised to know that Easyvan does not directly employ any of the 3,900 registered drivers with them. However, this does not mean that customer service standards are sub-par.
Drivers like Rizal and Dean pride themselves on maintaining good relationships with customers because they are aware that they are representatives of Easyvan. (Judging by the number of EasyVan decals plastered all over Rizal’s van, it’s safe to say he’s not just a representative but a huge EasyVan fan!).
This sense of belonging to the company is in turn instilled in the drivers by the EasyVan team, who actively seek to maintain good relationships with the drivers. “The drivers know they can count on us to help them out, any time, anywhere, said EasyVan’s marketing executive, Farhan. It made me smile to think how Easyvan seems more like a community than a company.
Though we may not need to exert more energy than that required to tap our phone screens, it is important to remember that efficient deliveries are only made possible with the ingenious EasyVan app because of unsung heroes like Rizal and Dean toiling behind the scenes.
This post was brought to you by EasyVan.
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