Last Mile Delivery

Using Excellence in Courier and Delivery Service to Satisfy Demanding Consumers

By Angela Carver

Last Mile Delivery & Omni-Channel Retail

• 81% of recently surveyed retailers reported that their supply chain was not properly prepared to implement an omni-channel retail strategy.

Not Prepared Prepared

Last Mile Delivery & Omni-Channel Retail

• Many retailers began offering omni-channel services regardless of preparedness because it has become the industry standard and they realize, if done well, it can help them capture new customers and build customer loyalty.

• Of omni-channel services offered, providing a positive last mile delivery experience can be a key differentiator for retailers because it is typically the only direct touch to consumers throughout the supply chain. The last mile is the last opportunity to leave the customer with a positive impression.

Retail Transportation & Logistics: The Last Mile Delivery Challenge

• The cost to own and operate a delivery fleet is a significant capital investment. This is why many retailers choose to work with external transportation and logistics providers.

• Nationwide there are over 4,000 local regional carriers for retailers to utilize in any combination or frequency. Many of these 4,000 transportation providers use proprietary software solutions to manage their day to day operation.

• Accessing carrier data is complex and time consuming so this often leaves retailers with a very fragmented supply chain audit trail. This makes it more difficult to manage and track the customer experience.

Post Delivery Surveys & WMS• Survey responses should be collected and managed within one

centralized, easily accessible platform such as your warehouse management system. Here results can be translated into measurable analytics used to make business critical decisions regarding the customer service experience.

• If using a WMS for this purpose look for a solution that is:1. Accessible from anywhere and using any device – allows staff to answer customer

questions at any time

2. Integrated with carrier partner software – access real-time delivery data for full audit trail visibility

3. Equipped with relationship management capabilities including service & performance metrics – track carrier performance for evaluation purposes

Offer Alternative Last Mile Delivery Services

• If your transportation partners continue to struggle with the layers of supply chain complexity or in managing direct interaction with your customers, consider alternative last mile delivery services.

• Because there is no “one size fits all” last mile delivery solution, not every customer will be satisfied with direct-to-door delivery. In these instances alternatives such as Click-to-Collect or Smart Lockers may be potential substitutes.

• These solutions eliminate a layer of complexity in your supply chain operation and can also provide valuable alternatives for consumers with differing requirements and needs.

Conclusion

• In addition to meeting the needs of consumers with high expectations for quick delivery, it is critical that your last mile delivery service provides a long-lasting positive perception of your business. Many times your transportation partners represent you in this last mile.

• Focus on the service you provide to your customers by constantly collecting data, monitoring performance and making changes with the help of your technology as well as with post delivery feedback.

• By providing excellent service and information transparency, your customer-centric last mile logistics can provide your business with a competitive advantage and source of positive validation.

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Sources:

http://www.logisticsminded.com/challenges-of-the-last-mile-delivery-in-serving-e-commerce-business/

http://talkinglogistics.com/2014/02/26/critical-factor-last-mile-delivery-managing-end-customer-experience/

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