Last-mile delivery is the last phase in delivery and logistics. It involves transporting goods from the company’s warehouse to the customer. It is also the most crucial step that can either build or break a customer’s relationship with the business.
According to an Ipsos study, 85% of online shoppers don’t return to a retailer because of poor delivery service. Therefore, businesses should optimize this process to satisfy customers and reduce the total shipment costs.
If you run a business or plan to start one, here are four ways you may enhance the last-mile delivery process.
1. Invest in Technology
You can adopt a few technological innovations to make the delivery process faster and more effective. One of the most reliable innovations you can try in last-mile delivery is GPS tracking, which helps you track the progress of the shipments. If you use your own fleet of vehicles, you will readily see their progress on the roads, thus reducing the inconvenience of having late deliveries.
In addition to GPS, you may centralize your logistics data with transport management software to always have the information you need from different delivery departments. Data centralization minimizes human error and increases efficiency in monitoring the logistics processes.
2. Train and Motivate Employees
As you invest in technology, it’s also advisable that you train your employees to use the various tools. For instance, if you integrate logistics software into your workflows, you should train employees to use it to track the progress of the shipments.
Regular training sessions ensure that team members can keep up with new features in the tools you use. To make these sessions more engaging for employees, you can also add gamification and encourage friendly competition through leaderboards.
3. Allow Flexible Delivery Methods
Your last-mile delivery process should be flexible and adaptable to meet the varying needs of your customers. Instead of using the same old channel to deliver to customers, research or survey to know the shipping methods your customers like most.
Customers have different expectations, and you may need to modify or change your delivery methods to satisfy each client. For instance, you can introduce same-day shipping, expedited shipping, freight, and even pick-up in stores. Your payment methods should also be flexible to meet the unique needs of every client.
4. Maintain Continuous Communication with Customers
Communication is crucial in last-mile delivery. As you deliver goods, your clients will want to know how soon they can expect the item. As such, you should always be honest and provide consistent updates to meet the client’s expectations.
In case you won’t manage to deliver on the specified date or delays are expected, let the customer know in time and apologize for the inconvenience. Proper communication increases customers’ trust in your business and can enhance your reputation.
Enhance Your Delivery Process
The current business environment is quite competitive. Improving last-mile delivery is a great way to show your customers that you value their support of your business.
That’s why you need to invest in logistics tracking technology, train and motivate employees, and allow flexible delivery options to satisfy your clients’ needs and stand out from the competition.
