MannaCRM operations guide

What MannaCRM runs#

MannaCRM is the operations control room for Huper Express deliveries in Singapore. Orders flow in from the partner POS automatically; the CRM assigns them to drivers by postal-code zone, tracks every delivery live on a map, and settles driver payouts at month end. The driver app (drive.huper.express) is the other half of the system: everything a driver does there shows up here within seconds.

Signing in#

Staff sign in with their Huper email and password. What you can see is decided by the role on your staff record: admins get everything including settings and payouts; supervisors get day-to-day operations. Drivers cannot log in here; their app lives at drive.huper.express.

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1. Email + password

   Use your @huper.asia / @huper.express account. Accounts are created by an admin in the Staff screen. There is no self-service sign-up.

2. Sign in

   After signing in you land on the Operations Dashboard. Sessions persist on the ops machines; log out from the header icon when leaving a shared computer.

Operations Dashboard, the control room#

One screen answers: how is today going? The KPI strip counts today's home deliveries and outlet runs by status; the map shows every stop, clustered and coloured by route; and the action buttons cover the four things supervisors do most.

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1. Navigation sidebar

   Every screen in this guide, top to bottom. The bottom group (Reports, Payout Settings, Operations Settings) is admin territory.

2. HOME delivery counters

   Today's door-to-door orders: Total, Completed, In Progress, Pending, Failed, Unassigned. Unassigned > 0 is your first fix of the morning: those orders have no driver.

3. OUTLET counters

   The same idea for outlet restocking runs (Total / Completed / In Progress / Failed). Outlet runs come from the weekly roster on the Outlets screen.

4. Sync & Assign

   Manually triggers the POS pull + zone auto-assign right now, instead of waiting for the next 5-minute tick. Use it after fixing a zone or driver so new orders assign immediately.

5. Live Tracking

   Toggles live driver GPS positions onto the map (see Live tools below).

6. Reassign Driver

   Bulk-move stops from one driver to another: the tool for sickness, breakdowns, or rebalancing an overloaded route mid-day.

7. Print All Routes

   Landscape A4 run sheets, one section per driver, addresses resolved from the postal-code database. Print before the vans leave.

8. All / AM / PM / Outlets tabs

   Filter the map and counters by time slot. Deliveries run in AM and PM windows only (no Sunday operations).

9. The map

   Each numbered bubble is a cluster of stops; colour = route/driver, shop icons = outlets. Zoom in and bubbles split into individual stops. Hover a route to see the driver and stop count. Click any stop to open its details — the driver dropdown there reassigns it to any active driver, not just those already on the road; a route is created for them automatically if they have none for that slot.

10. Unassigned alert

    A red badge floats over the map whenever orders lack a driver. Click it to open the unassigned list and assign each order (or a selected batch) straight to any active driver — drivers without a route today show as “no route yet” and get one created on assign. If the same postal prefix keeps landing here, fix the root cause in Zones.

11. Header status

    Green dot + “1m ago” = data freshness; the toggle switches light/dark; the last icon logs out. If the dot goes stale, check the POS sync.

Live Tracking and Reassign Driver#

The two mid-day tools. Live Tracking turns the map into a fleet view: every on-shift driver's van appears at their last GPS position. Reassign Driver moves a sick or stuck driver's remaining workload to colleagues in two steps.

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1. Tracking On

   The button turns orange while tracking is active. Positions come from the driver app's GPS pings (roughly every 5 minutes while a driver is on shift).

2. Van icons

   Each van is a live driver; here a van sits at the Toh Tuck warehouse. A van that hasn't moved between stops for a long time is your cue to call.

3. Select the unavailable driver

   Reassign starts by asking who is out. The dropdown shows each driver's current workload, e.g. “Ganesan (AM: 28 orders, 1 outlet | PM: 24 orders)”, so you can see the size of what you're about to move.

4. Choose one replacement

   Step 2 picks a single replacement driver — the whole selected timeslot moves to them, not split across several people. The dropdown shows what each candidate is already carrying (“Gabriel Goh (31 orders currently)”) so you can pick the driver with room. To split a load across two drivers, reassign everything here first, then move individual stops from the map or the Orders list.

5. Pick the timeslots

   Tick AM, PM or both. Only the ticked slots move; an untouched slot stays exactly as it is. If a driver is fine in the morning and goes home at lunch, move PM only.

6. Confirm and verify

   After reassigning, glance at Driver Load: the recipient's bar must stay out of the red, or you have traded one problem for another.

7. “Unavailable” lasts one day only

   Leaving the Mark unavailable for the rest of today box ticked stops auto-assign giving that driver any more jobs today. It clears itself overnight, so they pick their zone back up tomorrow morning with nothing for you to undo. If they will be out for several days, book it in Leave instead — that is what hands their postal codes to the backup zone.

What a reassignment actually does#

Reassign Driver is the mid-day rescue tool, and it is deliberately narrow: it moves one driver's unfinished work, on one date, to one colleague. Everything else — completed deliveries, other dates, the zone map itself — is left alone on purpose. This page explains exactly what changes, so you can predict the result before you confirm and know what to check afterwards.

What moves and what stays

So a driver who has already delivered 12 of 30 stops hands over 18. Their finished 12 stay on their record, their route keeps those 12 in its history, and their payout for the day is untouched.

What the system changes when you confirm

What it does not touch

Which tool for which absence

Driver Load: balance before it hurts#

Scroll below the map for the same day expressed per driver. Each bar is one driver's assigned stops against the 40-stop capacity line; the packages column shows physical load. This is where you catch an unfair or undeliverable day before drivers do.

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1. Map tooltips

   Hovering a route shows the driver name and stop count in place: a quick sanity check without leaving the map.

2. Over-capacity flag

   “1 over capacity”: at least one driver exceeds 40 stops. Here Ganesan carries 52 stops / 96 packages; his bar runs red.

3. Per-driver bars

   Green under 30 stops, amber 30–39, red 40+. Click a driver to highlight their stops; use Reassign Driver to move a chunk to a lighter route.

4. Legend

   The thresholds are printed so the colours mean the same thing to everyone.

5. Alerts banner

   Aggregated operational alerts (late warehouse departures, stuck routes). Green “No alerts” means the system sees nothing abnormal right now.

Orders: every delivery, searchable#

The full order book. Orders arrive from the POS with tracking number, customer, address and payment terms already attached; the CRM adds driver, status and proof of delivery. This capture is filtered to one day and shows the live lifecycle: Out for Delivery, Delivered, and Pending Pickup rows carried by real drivers.

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1. Search

   Matches tracking number, customer name and phone. Paste whatever the caller gives you.

2. Date filter

   Defaults to today + tomorrow (tomorrow's orders arrive through the evening syncs). Quick presets (Today, Yesterday, This Week) live in the same picker.

3. Filter row

   Time slot, status, driver, payment type and package count. Combine them: Failed + yesterday + driver reconstructs one driver's bad afternoon in two clicks.

4. Driver column

   Who carries each order right now: filled by zone auto-assign, blank (“Unassigned”) when no zone matched.

5. Status badges

   The live lifecycle: amber Pending Pickup (packages not fully scanned), purple Out for Delivery, green Delivered. Full table below.

6. Bulk select

   Tick rows, then Assign Driver to move the batch to one driver. Works for fresh assignment (Unassigned rows) and for reassignment: Pending Sync, Pending Pickup and Out for Delivery orders switch driver, keep their status, and their route stops follow to the new driver's route. Delivered, Failed and voided rows are skipped and the toast tells you how many — completed work never moves (it would corrupt payouts); failed orders go through Redelivery instead.

7. Pkgs

   Physical packets in the order. 7+ packet orders earn the driver a per-packet add-on, so this column also matters for payouts.

Order drawer: one delivery, fully told#

Clicking a row slides out the drawer. This example is a delivered order minutes after the driver completed it: status is green, the proof-of-delivery photo is in, and the timeline shows the whole journey. Top half: who, where, what. Bottom half: money, proof and the audit trail.

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1. Tracking + status header

   The POS tracking number and lifecycle badge, always visible while you scroll the drawer.

2. Customer block

   Name, phone, full address with unit and postal code. Call the customer from here when a driver reports a problem.

3. Delivery block

   Date, AM/PM slot, and the carrying driver. If the POS moves the date, the order re-syncs; the CRM never edits the POS's delivery date itself.

4. Packages

   “1 / 1 scanned”: every barcode was scanned at pickup. Short scans show as 0/2-style fractions and block a clean run start.

5. Payment

   Type (CASH / WorldPay / …), amount, paid and balance. This WorldPay order is prepaid: balance $0.00, and the payment remark below says “Do Not Collect Payment”. Drivers see the same instruction.

6. Proof of Delivery

   The photo the driver captured at the door, seconds after confirming the job. Click to view full size: this is what settles “it never arrived” disputes.

7. Timeline

   Timestamped lifecycle: Created 12:27 → Assigned → Delivered 12:36. Your first stop for “what actually happened”.

8. Actions

   Manual status overrides, red so they read as buttons, not badges. Only Mark as Delivered and Mark as Failed exist, only while the order is Out for Delivery, and each asks for confirmation — they bypass the driver app, so no proof of delivery is attached. Use them when a driver's phone dies mid-run. Earlier stages have no buttons: pickup and delivery progress belong to the driver app's scanning flow.

9. Remarks

   Special instructions, CS remarks and payment remarks, synced from the POS and shown verbatim to the driver.

Route Optimizer: a better plan, on request#

Zone assignment is fair and predictable, but some days are lopsided. The optimizer takes the chosen date's orders and computes driving-time-efficient routes across the drivers you tick, using our own routing engine. It changes nothing until you explicitly apply the result.

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1. Non-destructive promise

   Running an optimization only produces a comparison. Today's live assignments stay untouched until you apply.

2. Date

   Optimize today mid-morning, or tomorrow in the evening once most of its orders have synced in.

3. Run Optimization

   Sends the day's stops to the OSRM routing engine (real Singapore road network, not straight lines) and returns proposed routes with distance/time deltas.

4. Driver pool

   Tick who is actually available. The zone label under each name shows their normal patch. Untick anyone on leave; the optimizer only spreads work across checked drivers.

Failed Jobs: the exceptions queue#

Every failed delivery for the chosen date with its reason, in one queue. This capture shows a real day: 270 orders auto-closed at midnight because they were never completed in the driver app. Each row carries the tracking number, customer, slot, postal, the reason, and the driver who held it.

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1. Date picker

   Defaults to today; quick presets (Yesterday, Last 7 Days…) sit inside. Review the previous date first thing each morning: that's where close-day left its sweep.

2. Driver filter

   One driver failing many stops in a row usually means an area problem (locked estate, breakdown), not many individual customer problems.

3. The queue

   Tracking, customer, slot and postal: everything you need to call the customer and rebook without opening each order.

4. Reason

   Driver-reported reasons (Not Home, Wrong Address, Refused, Access Denied) come from the app's failure flow. “auto-closed: not completed by end of day” means nobody resolved it and the close-day job failed it at midnight.

5. Driver

   Who carried the order. Pair with the Activity Log timeline before promising the customer a story.

Staff: people, roles and employment types#

Single directory for everyone in the operation: admins, supervisors and drivers. Two fields here quietly drive the rest of the system: role (what they can do) and employment type (what they're paid per delivery).

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1. Filters

   Role, active status, employment type. “41 staff members” counts everyone ever added; filter Active to see the live crew.

2. Role badge

   Admin = full access including settings and payouts. Supervisor = daily ops. Driver = no CRM access, only the driver app. Changing role here changes what their login can reach immediately.

3. Employment type

   Full-time or Contractor. This selects the payout rate: contractors earn $5.00 per delivery, full-timers $2.00 (on top of salary). Set it wrong and month-end pay is wrong.

4. Vehicle

   The van currently assigned (see Vehicles). The plate follows the driver into route printouts.

5. Available

   Whether auto-assign will give this person new jobs. Available is the normal state. Out today means a reassignment moved their jobs earlier today — it clears itself overnight and they pick their zone back up tomorrow. Unavailable is open-ended: nothing lifts it but switching them back here, and until someone does, their zone receives no orders at all. If jobs are sitting unassigned, check this column first. See how reassignment works for where these states come from.

6. Edit / Deactivate

   Deactivate rather than delete when someone leaves: history, payouts and reports keep referencing them correctly. Deactivated drivers stop receiving zone assignments on the next tick.

Leave: planned absence, automatic cover#

A calendar of driver leave and public holidays. Approved leave is not just a record: on the next assignment tick the leave-taker's zones fall through to the backup prefixes configured in Zones, so their orders quietly route to the covering driver.

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1. How cover works

   Approved leave redirects the driver's zones via the backup-prefix matrix on the next auto-assign tick. No manual re-zoning needed for planned absence.

2. Coming back is automatic

   Leave is stored against specific dates, not as a switch on the person. When the last booked day passes, the driver is simply no longer on leave and their zone routes to them again on the next tick. There is nothing to switch back on, and nothing to forget.

3. Leave vs Reassign

   Leave arranges cover for whole days, including future ones. Reassign Driver moves the stops already sitting on today's route. A driver who goes home sick at 10:00 usually needs both: reassign to clear today's remaining stops, and leave booked for tomorrow if they will still be out.

4. Apply Leave

   Book leave for any driver: pick person, date(s) and full-day or AM/PM half. Half-day leave only redirects that slot's orders.

5. Click any day

   Clicking a calendar cell opens the same apply form pre-filled with that date: fastest path when a driver calls in.

6. Public holidays

   PH days (National Day and its substitute here) are marked automatically. Expect reduced schedules around them.

Vehicles: the fleet register#

Every van the operation runs, who drives it, and the two dates Singapore never lets you forget: COE expiry and next service.

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1. Filters

   Status (Active / Inactive / Decommissioned) and vehicle type.

2. IU label

   The in-vehicle unit number: what ERP and toll/parking records key on.

3. Assigned driver

   Mirrors the Staff screen's vehicle column; assignment history is kept so past deliveries stay attributed to the right van.

4. Status

   Decommissioned vans stay for history but can't be assigned. Inactive = temporarily off the road (repair, inspection).

5. COE expiry & next service

   Sort by these monthly. A van whose COE lapses is an instant capacity cut of ~40 stops per slot.

Zones: the assignment brain#

This table is the whole auto-assignment algorithm. An order's 2-digit postal prefix is looked up here; the matching zone names a primary driver (and a backup matrix for leave days). Edit this table and you have re-programmed tomorrow morning.

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1. Zone = route = pallet

   Zones are named after the physical routes/pallets in the warehouse (Route 1 / Pallet 1 …), so the map colours, the printed sheets and the warehouse floor all speak the same language.

2. Postal prefixes

   The first two digits of the six-digit postal code. A prefix should live in exactly one active zone; overlaps make assignment order-dependent.

3. Backup prefixes

   Where this zone's orders go when its driver is on leave. This is the matrix the Leave screen relies on.

4. Primary driver

   The default assignee for every order whose prefix lands in this zone. Changing the driver re-points future syncs only; existing assignments stay.

5. A zone is only as available as its driver

   If the primary driver is switched to Unavailable on the Staff screen, auto-assign skips this entire zone and every order for its prefixes lands in Unassigned — even though the zone still looks perfectly healthy on this page. When someone leaves the round for good, changing their availability is not enough: name a new primary driver here.

6. Edit / Deactivate

   Deactivating a zone sends its prefixes to Unassigned. Do it deliberately (e.g. splitting a zone) and immediately re-home the prefixes.

7. Add Zone

   New estates and reshuffles: create the zone, list its prefixes, name the driver, then Sync & Assign to apply to today's book.

Outlet Delivery Schedules: the weekly roster#

Alongside home deliveries, drivers restock retail outlets. This grid is the weekly roster: rows are outlets, columns are days, a coloured pill means that driver does that outlet that day. The driver app turns each pill into an outlet run with its own load/deliver flow.

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1. Driver legend

   Each driver has a colour, the same palette as the pills in the grid, so you can eyeball one driver's outlet week.

2. Today column

   Highlighted. These runs surface in the OUTLET counters on the dashboard and in each driver's app this morning.

3. Click any cell

   Click an empty “+” to assign a driver to that outlet/day; click a pill to change or clear it. Changes take effect from the next day's run generation.

4. Unassigned counter

   “39 schedules · 1 unassigned”: an outlet/day with no driver. Clear it the same way you clear unassigned orders.

5. Manage Outlets

   The outlet master list: names, addresses, active status. Add new outlets there before they can be rostered here.

Payouts: month-end settlement#

Where a month of delivered orders becomes driver pay. Payout rows are created automatically the moment a delivery completes; this screen gathers them into a monthly period for review and approval. August is empty at capture time: a fresh month.

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1. Period picker

   Calendar-month periods. Look back at any month's approved run.

2. Generate Period

   Computes payouts for every driver from that month's delivered orders: base rate × deliveries + surcharges + package add-ons ± adjustments + outlet runs. Safe to regenerate before approval.

3. Summary cards

   Total payouts, average per driver, manual adjustments and how many rows still await approval: your month-end checklist in four numbers.

4. Per-driver rows

   Deliveries count, base pay, adjustments, outlet pay, total, and an approval action per driver. Approval locks the row for payroll.

Cash Reconciliation: the cash drawer between driver and office#

Every cash-on-delivery collection a driver confirms lands here. The page answers two questions: who is holding how much cash right now, and whether each collected payment has been recorded back into the partner's POS ledger. Drivers hand their cash to ops the next morning; this page is where ops confirms the hand-over.

1. Stats row

   Outstanding cash (still in drivers' hands), how many drivers hold it, what was received today, and POS sync health — a red failed count means a payment could not be recorded in POS and needs a look.

2. Outstanding tab

   One row per collection: tracking number, driver, amount and when it was collected. Filter by driver when counting a hand-over, tick the rows and Mark received — they move to History with your name and the time stamped on them.

3. History tab

   Received collections, newest first, each with its POS sync badge.

4. POS sync badge

   Pending: queued for the next sync run. Synced: recorded in POS, with the result (PAID or PARTIAL). Failed: the sync gave up — hover for the reason, fix the cause, then Retry.

Payout Settings: the pay formula#

The rules the Generate step applies. Each tab is one term of the formula: base rate per employment type, postal surcharges, package-count add-ons, one-off adjustments, bulky item rates and outlet run rates.

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1. Tabs

   Rates · Surcharges · Packages · Adjustments · Bulky Items · Outlets. Work left to right when onboarding a new pay policy.

2. Add Rate = rate history

   Creating a new rate auto-closes the previous one with an effective-date range. Past months keep paying at the rate that was current then. Never edit an old rate to “fix” history.

3. Current base rates

   Contractor $5.00 per delivery; Full-time $2.00 (full-timers also draw salary). Set per staff member via employment type on the Staff screen.

4. No-Go prefixes

   Surcharge rows can also be marked No-Go, which blocks auto-assignment into a prefix entirely: the lever for areas we don't serve.

5. Sentosa surcharge

   Prefix 09 pays the driver an extra $5.00 per delivery. Package add-on policy (Packages tab): orders with 7+ packets pay a flat add-on, $5 for contractors, $1 for full-time.

Reports: the numbers that leave the building#

Four rollups over any date range, each exportable to CSV. Daily Delivery is the day-end story; Driver Performance ranks the crew; Zone shows where the load and failures live; Payout mirrors the payouts screen for finance.

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1. Report tabs

   Switch rollup without losing your date range. Deep-linkable (?tab=zone) for bookmarks.

2. Date range

   Defaults to the trailing week. Month-to-date is the natural range for payout cross-checks.

3. KPI cards

   Total, success rate, failed for the range.

4. Export CSV

   Exactly the table below, as a file: the handoff format for management and finance.

5. AM / PM split & per-driver rows

   Daily rows split by slot to show where a bad day went wrong; the Driver tab turns the same range into totals, completed, failed and success % per driver.

Activity Log: the audit trail#

Every lifecycle event the system or a person produces, grouped per order: assignments, scans, status changes, failures, deletions. When anyone asks “who did that and when”, the answer is here.

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1. Search

   By order tracking number or driver name: the quickest route to one order's full history.

2. Filters

   Date range, event type, driver. “Failed events + yesterday” reconstructs the close-day sweep.

3. Volume line

   “Showing 1–50 of 24,251 logs across 50 orders”: the log is complete history; always filter before scrolling.

4. Grouped rows

   Each order expands to its timestamped events. Outlet runs log here too (OUTLET prefix). “Unknown driver” rows are system events like close-day failing an unassigned order.

Issues: what the system flags for review#

Operational problems the system detects on its own and queues for a human decision. The first detector is pallet height: drivers photograph every pallet at outlet loading, and each photo is analysed against the agreed 1.5m stack limit. Estimated over-height pallets land here with the evidence photo attached, ready to feed back to the partner. More detectors will join over time (pallet zone misplacement is next), all in this one queue.

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1. Run height check

   Analyses any not-yet-checked loading photos on demand. The same job runs automatically every 15 minutes during operating hours, so this button is only for “check it now”.

2. Filters

   Status defaults to Open — the queue of undecided flags (Acknowledged = being handled, Resolved = closed with who and when). The type filter fills in automatically as new detector types appear.

3. Issue row

   What was flagged and the evidence: estimated height vs the 1.5m limit, the AI's confidence, and the model's one-line reasoning. Branch, driver and delivery date identify the run.

4. Severity

   high from 1.8m up, medium below: use it to triage which infringements to raise first.

5. Actions

   Photo opens the driver's loading photo for that exact pallet — the proof you'd forward to the partner. Acknowledge to claim it; Resolve once it's been raised or judged a false positive.

Operations Settings: the numbers that gate the day#

Where the warehouse is, how far “at the warehouse” stretches — both feed the geofence logic that turns driver GPS into operational truth — plus the Customer Notifications card (its own section below) and the POS Payment Write-back mode, which gates whether driver cash collections are recorded into the partner POS: Off / Dry run / Live. Keep it Off until cut-over; Dry run rehearses without writing anything.

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1. Warehouse location

   Postal 596227 (Toh Tuck Link), resolved via Lookup against the national postal database. Departure detection, “start early” logic and late-arrival alerts all measure from this point.

2. Geofence radius

   250 m (recommended 200–300). Inside it a driver still counts as “at warehouse”, so late-arrival detection holds off and freshly synced orders can still join their run. Too small = false departures in the car park; too large = departures detected late.

Customer notifications: telling the customer, automatically#

When a driver departs with an order (out for delivery) and again when they complete proof of delivery (delivered), the system can notify the customer automatically. There are three channels, toggled per milestone from the Customer Notifications card in Operations Settings. The previews below are the exact messages customers receive on the Huper-branded channels.

WhatsApp — what the customer sees

Email — what the customer sees

The supervisor's day: a checklist#

Everything above, compressed into the rhythm of one operating day.