Hot Take Series: How Local Businesses Scale with Delivery

The SMB Shift: From Optional to Essential

A few years ago, delivery was something most small to midsize businesses (SMBs) dabbled in, if at all. Today, it’s inseparable from customer experience.

“Delivery is no longer a nice-to-have or a post-pandemic survival tool,” Rick says. “It’s now a growth engine. Whether it’s a florist, a pharmacy, or an auto parts distributor, delivery has become a key differentiator in how SMBs retain customers and compete with national brands.”

Before the pandemic, local delivery was mostly associated with restaurants or large retailers. Now, nearly every vertical is thinking about it and thinking bigger. SMBs aren’t just asking “Should we deliver?” anymore; they’re asking “How do we deliver smarter?”

And with AI-powered tools now accessible to businesses of every size, even the smallest merchant can operate with enterprise-level sophistication without losing what makes them local.

The Challenge of Modern Delivery

For many SMBs, the hardest part isn’t the actual delivery; it’s everything leading up to it.

Rick hears the same story from countless owners: juggling disconnected systems, spreadsheets, and manual processes that were never designed to work together. “A florist might be using one tool for online orders, another for routing, and a third for tracking payments,” he explains. “That fragmentation creates inefficiency, delays, and frustration.”

The fix isn’t more tools, it’s smarter ones. Automation can transform unpredictability into predictability. “When you automate order batching, route optimization, and driver assignment,” Rick says, “delivery suddenly becomes consistent instead of chaotic.”

And the payoff goes beyond logistics. SMBs that add delivery often see higher repeat purchase rates and stronger brand loyalty because convenience drives retention.

Empowering SMBs Through AI and Automation

AI has become the great equalizer for local businesses. What once required a corporate operations team can now happen automatically in the background, turning data into decisions.

“A small pharmacy can now predict delivery times, assign drivers based on traffic patterns, and communicate ETAs to customers in real time,” Rick says. “That’s the real power of AI, it gives SMBs enterprise-grade capability without enterprise overhead.”

He likens AI to an intelligent assistant that never clocks out: analyzing patterns, predicting delays, and handling repetitive tasks that used to eat up hours. “It’s not about replacing anyone,” Rick adds. “It’s about anticipating what needs to happen next.”

When local merchants see AI that way, not as a buzzword, but as a practical helper, it stops feeling intimidating and starts feeling empowering.

Relationships Still Win

For all the efficiency technology brings, Rick insists that automation should never replace the human touch. “SMB owners want to know the people behind the platform,” he says. “They’re trusting us with their customers, their brand, and often their livelihood.”

His team uses automation to free up time for deeper conversations, not fewer. “We automate the repetitive stuff, lead routing, follow-ups, and onboarding, so we can actually talk with merchants, understand their challenges, and help them succeed.”

That emphasis on relationships also shapes how Rick’s team supports SMBs after the sale. True partnership, he says, is about sticking around. Reviewing performance, testing new features, and sharing insights that help merchants grow, “that’s where the real trust gets built.”

Competing with Giants

Local businesses don’t need to act like national chains to win, they just need to execute better in their own backyard.

With modern delivery tech, SMBs can offer the same speed and transparency as large brands, real-time tracking, reliable ETAs, and seamless communication, while maintaining the authenticity and community connection that big players can’t replicate.

Their real edge? Agility. “Large enterprises move with layers of approvals and bureaucracy,” Rick says. “SMBs can pivot instantly. That speed becomes their superpower.”

AI-driven insights give them even more control, turning gut instinct into data-driven decisions about pricing, routes, and provider performance. What once took weeks of trial and error now happens automatically, helping owners make smarter choices and strengthen margins in real time.

Looking Ahead: Smarter, Simpler, and More Human

Rick sees a future where AI doesn’t just optimize delivery, it predicts it.

“AI is going to remove friction from every corner of SMB operations,” he says. “Imagine tools that can forecast order spikes, schedule drivers automatically, or even alert merchants when competitors change delivery pricing.”

He’s particularly excited about AI copilots and predictive dashboards that turn complex logistics data into simple, daily insights. “It’s intelligence that’s accessible, actionable, and human-centered,” Rick explains. “The next generation of delivery tools will guide SMBs the way GPS guides drivers, clear, simple, and always a step ahead.”

Ultimately, Rick believes success for SMBs will come when delivery is as natural as accepting a credit card. “Delivery won’t feel like an add-on anymore,” he says. “It’ll just be how local businesses operate, seamlessly, efficiently, and in a way that builds stronger communities.”

Hot Takes

“The biggest myth about SMB delivery is…”
That it’s only for big brands. Local businesses can launch smarter, faster, and more profitably because they’re closer to their customers and quicker to adapt.

“The smartest small businesses are winning with delivery because…”
They treat it as a growth channel, not a cost center.

“AI won’t replace SMB owners, it’ll free them to focus on…”
What humans do best: building relationships and creating great experiences.

“The best delivery experience doesn’t come from size, it comes from…”
Simplicity, consistency, and care.

Final Thought

Local businesses have always been defined by heart, hustle, and community. Now, with technology as an ally, they’re adding scalability to that list.

Because when small businesses can deliver with the same precision as the big players, without losing what makes them local, everyone wins.