InstaDispatch operates with multiple stakeholders who interact with the system at different levels.
These stakeholders are broadly categorized into:

• Internal Stakeholders
• External Stakeholders

Each stakeholder plays a specific role in ensuring smooth delivery operations and business management.

1. Internal Stakeholders

Internal stakeholders are users within your organization who manage, control, and execute delivery operations.

1.1 Owner

Role: Account Owner / Highest Authority

The Owner is the primary stakeholder with complete control over the InstaDispatch account.

Responsibilities:

• Manage the overall account and subscription
• Configure system settings and operational workflows
• Create and manage team members
• Assign roles and control access permissions
• Monitor all branches, operations, and data

1.2 Team Members

Role: Operational & Functional Users

Team Members include all internal users who are part of daily operations and business processes.

This includes roles such as:

• Admin
• Dispatcher
• Manager
• Finance
• Sales
• Any custom role created under User Access Management

👉 Instead of defining each role here, their permissions and responsibilities are controlled through role-based access and are explained in the Access Control Guide.

Responsibilities:

• Perform assigned tasks based on their role
• Manage deliveries, customers, or financial operations
• Collaborate across teams for smooth execution
• Ensure operational efficiency and service delivery

Access Level:

• Defined by assigned role and permissions
• Can be restricted by:
  • Module access
  • Branch access
  • Feature-level permissions

1.3 Driver / Agent

Role: Field Execution

Drivers or Agents are responsible for executing deliveries on the ground using the driver application.

Responsibilities:

• Accept and complete assigned delivery jobs
• Follow optimized delivery routes
• Update delivery status in real time
• Capture Proof of Delivery (POD)
• Communicate delivery updates

Access Level:

• Access limited to assigned jobs via the Driver App
• No access to system configuration or administrative modules

2. External Stakeholders

External stakeholders interact with your business through InstaDispatch but are not part of your internal operations team.

2.1 Customer

Role: Service Buyer

Customers are businesses or individuals who use your delivery services.

Responsibilities:

• Create delivery bookings
• Track shipments and delivery status
• Manage addresses and order details
• Handle payments (prepaid or postpaid)

Access Level:

• Access via Customer Portal (if enabled)
• Limited to their own bookings and account data

2.2 Users (Customer’s Team)

Role: Customer Sub-Users

Users are additional logins created under a Customer account for their team members.

Responsibilities:

• Book and manage deliveries on behalf of the customer
• Track shipments and access delivery updates
• Operate within the customer’s account

Access Level:

• Restricted to the parent customer account
• Each user has individual login credentials

Key Understanding

• The Owner controls the entire system
• Team Members operate based on assigned roles and permissions
• Drivers execute deliveries on the field
• Customers and their Users drive business usage and revenue

👉 Detailed role-level permissions and configurations are managed through User Access Management, which is covered in the Access Control Guide.