Assigning drivers to orders
You can assign your own in-house drivers to ezCater orders in several ways. All assignments should be made before the driver leaves the store so tracking and customer updates work correctly
Assigning drivers in the Partner Portal
Web Experience
You can assign a driver:
Upon acceptance
When you accept a new delivery order, use the Assign in-house driver option right away so it is not forgotten
From the order details page
In the Delivery section, choose Assign in-house driver
Select an existing driver from the list or add a new driver
From Delivery Tab
Go to Delivery → Deliveries
Navigate to the correct date
Click Assign in-house driver on any active order
App Experience
To assign a driver in the app:
Open the order details page
Scroll down to Delivery Details and click "Assign Driver"
Select an existing driver from the list or add a new driver
Best practices
Assign drivers as soon as the order is accepted
Update assignments if staffing changes so the correct driver has access to the order
Follow the same work flow procedures for un-assigning or changing delivery drivers
If an order is missing a driver, we’ll surface an Assign Driver task in the Action Needed section of the Partner Portal and also send you an email reminder
Need to turn off delivery management email reminders? Read here
Driver self-assign options
Drivers can also self-assign to orders using tools on the printed order sheet or via SMS.
QR code on the order printout
Print the ezCater order sheet from the order details page in the Partner Portal (web)
The driver scans the QR code on the printout with their phone camera
They follow the link to access order/delivery information and tracking functionality
SMS self-assign
Driver texts the order number to the phone number on the order printout (1-855-699-0551)
They follow the link to access order/delivery information and tracking functionality
Notes
If a different driver is already assigned, self-assign flows can overwrite that assignment
Make sure drivers know which method your locations prefer and that only one driver should own each order
Managing your drivers
You can manage your in-house drivers directly in the Partner Portal (web)
Go to Delivery → Drivers
Add new driver
Name
Phone number
Vehicle make/model (optional)
Store(s) they can deliver for
Edit or deactivate drivers
Keeping your driver list up to date ensures that:
Assignments go to the right people
Text links and app access go to the correct phone numbers
Driver app and mobile web experience
ezCater offers a driver experience that your in-house drivers can use on a mobile web browser or through the ezCater for Restaurants app. This experience is what powers delivery tracking and customer updates
How drivers access their deliveries
Drivers can reach their deliveries in several ways
Text link from assignment
When a driver is assigned in the Partner Portal, they receive a text message with a secure link
Tapping the link opens the order in either the mobile web view or the driver app if installed
QR code on printed order
Drivers scan the QR code on the printed order sheet
The link opens the order in either the mobile web view or the driver app if installed
Login via app
Drivers download the ezCater for Restaurants app from the Apple App Store or Google Play Store
Open the app and choose Sign in to delivery
After assignment, links route them into the app’s Scheduled view where they can see all of their assigned deliveries
What drivers can do in the driver experience
App Experience
The app is broken down into 3 tabs:
Scheduled
List of all assigned deliveries organized by event date
Completed
List of all delivered orders organized by event date
Access feedback and setup photos provided
Account
Review delivery tips
Provide app feedback
Sign out
Switch to Partner Portal
Order functions
When using the app, drivers can:
View order details
Pickup and drop-off locations and instructions
Delivery window and event time
On-site contact information
Breakdown of food and beverage
Use one-touch navigation
Tap the "open in maps" icon for directions to the pickup and drop-off locations
Call the customer with a masked phone number
Contact the on-site contact without sharing their personal number
Provide delivery tracking updates
Tap Start Delivery when they leave the store
Tap Complete Delivery once the order is delivered and set up
Having "location enabled" in the app will provide live GPS tracking to the restaurant and the customer
Provide photos and feedback
Take photos of the delivery setup as proof of a job well done
Add delivery notes for your records
Mobile Web Experience
When using the mobile web experience, drivers will have the same order functions listed above, except:
Setup photos
Delivery setup photos can only be provided when using the ezCater for Restaurants app
LIve GPS tracking
Live GPS tracking is only provided when using the app
Driver notifications
Drivers receive a set of SMS notifications (and push notifications where enabled) to remind them about their deliveries and help maintain reliable tracking
SMS notifications to drivers
Assignment notification
Sent when the driver is assigned to an order
Includes the restaurant name, event time, and a link to view delivery details
Day-of schedule reminder
Around 8:00 AM local time on the day of delivery, drivers may receive a summary text of their scheduled deliveries
Helps drivers plan their route and timing
Reminder to start delivery
A reminder shortly before the customer’s event time (for example, about 10 minutes before) to tap Start delivery when they leave the store
Encourages on-time tracking and accurate ETAs
Reminder to complete delivery
A reminder shortly after the event time (for example, about 5 minutes after) if the order has not been marked Complete
Helps close the loop so tracking reflects reality and customers receive final confirmation
Drivers must be opted in to receive SMS
In many cases, drivers can text START to the ezCater delivery number: 1-855-699-0551
Best practices for driver notifications
Make sure drivers know
These messages are from ezCater and safe to open
They should tap the links rather than trying to manage deliveries from memory
Encourage drivers to
Keep their phone charged and nearby during delivery shifts
Open the link as soon as they get an assignment
Use Start delivery and Complete delivery on every order
Proper use of driver notifications and the driver experience leads to
Better delivery tracking rates
Fewer customer and support calls
Stronger Operational Metrics and reliability scores for your locations
Additional Resources
Training Resources
By using all of these driver management tools—assignment options in the Partner Portal, the driver app and mobile web experience, and driver notifications—you give your team everything they need to deliver orders on time, in full, and with reliable tracking on every ezCater delivery