- Optimizing last-mile delivery is crucial for businesses to reduce costs and improve customer experience.
- Last-mile optimization can be done by studying current delivery operations, historical data, adopting route optimization technologies, & implementing new strategies.
- Optimizing last-mile delivery will have a direct impact on customer satisfaction, delivery costs & emissions.
In today’s fast-paced world, customer demands are soaring. Rapid deliveries and instant gratification are now the norm. Businesses must keep up, and the importance of optimizing last-mile delivery is paramount.
According to McKinsey & Company, 90% of consumers expect two- to three-day delivery as standard. An impressive 30% also demand the convenience of same-day delivery. These expectations push businesses to evolve and adapt.
Last-mile delivery is the most costly part of the supply chain. It’s time-consuming and requires significant manual effort. Remarkably, it accounts for 53% of the total shipping costs related to delivery.
This high expense makes it vital to optimize last-mile delivery. Businesses need to reduce costs and meet ever-growing customer demands.
In this blog, we will explore last-mile delivery optimization. We will cover its importance, benefits, and common challenges. We will also share tips on how to optimize this crucial aspect of modern business.
Table of Content
Significance of Last-mile Delivery Optimization
Last-mile delivery optimization is all about enhancing the very last stretch of the supply chain, where goods transition from the distribution center to the customer’s doorstep. This phase, often referred to as the “last mile,” is vital as it represents the final touchpoint between a business and its valued customers. Optimizing last-mile delivery operations extends beyond mere efficiency gains.
This final phase significantly impacts customer satisfaction, loyalty, and a brand’s overall reputation. It’s the phase where customer expectations are set. Either they will be satisfied with punctual deliveries or, unfortunately, unmet due to delays or failed deliveries. Efficient last-mile operations can create a positive and lasting impression, building customer trust and repeat business.
What are Some Common Challenges Faced in Last-mile Delivery
Last-mile delivery presents a unique set of challenges. This stage requires considerable time and manual effort to handle individual deliveries accurately. Some of the key last-mile delivery challenges are:
- High costs and inefficiency
- Urban congestion & traffic
- Varying delivery windows
- Complex delivery locations
- Address accuracy & accessibility
- Failed deliveries
- Unpredictable weather
- Inexperienced drivers
- Last-minute changes and rush orders
- Package theft and security
- Customer communication & expectation management
Handling these challenges requires a combined use of technology, strategy, and a customer-centric approach. Businesses that successfully address these complexities can not only optimize their last-mile delivery operations but also provide a good experience to their customers.
Tips to Optimize Last-mile Delivery
Last-mile delivery optimization aims to achieve a balance of efficiency, customer satisfaction, and cost-effectiveness. Here are 9 tips that you can use to optimize your last-mile delivery:
1. Study existing last-mile delivery operations
Before you even start optimizing your last-mile delivery, it is important to have a clear understanding of your current last-mile delivery processes. Dive deep into historical delivery data to identify if there are any patterns and pain points in your last-mile processes. Are there specific areas where delays or errors tend to occur more often? By comprehensively analyzing this data, you can pinpoint areas for improvement.
If you’re an e-commerce company that notices a higher rate of failed deliveries. You can look into data about time slots to find out what conditions were common behind the failed deliveries. By studying its data, you may identify that deliveries attempted during rush hours experience more delays due to traffic. Armed with this knowledge, you can adjust delivery schedules to avoid peak traffic times and increase successful delivery rates.
2. Route optimization
Inefficient last-mile delivery route planning can result in delays and order cancellations. Last-mile delivery route optimization software like Upper offers sophisticated algorithms that can optimize delivery routes for maximum efficiency. These algorithms take real-time factors into account, such as weather, traffic conditions, vehicle capacity, and delivery windows, to create routes that minimize travel time and distance.
This practice involves crafting the most streamlined paths for delivery vehicles to reach multiple destinations, ensuring timely deliveries, reduced fuel consumption, and improved overall operational effectiveness.
Optimized routes not only save last-mile delivery costs but also contribute to reduced carbon footprints and increased customer satisfaction. By identifying the most efficient routes, delivery companies can navigate through traffic congestion, unpredictable road conditions, and complex urban landscapes.
Essential Meal Delivery, a healthy meal delivery service in Canada, was struggling with streamlining its meal delivery operations as its business flourished. Managing 400 weekly meals for diverse clients made it necessary to optimize their last-mile route planning. Hence, they started looking for solutions and came across Upper, which completely streamlined their delivery operations.
Before, manual mapping and Google Forms tackled routes. Now, Upper optimized its last-mile deliveries, saving drivers 1 hour per route. Timely deliveries, real-time tracking, and precise notifications improved their customer experience significantly. This transformation led to tangible results – a 20% increase in route efficiency and a 15% reduction in fuel costs.
3. Real-time tracking and visibility
Providing customers with real-time tracking updates enhances their confidence and reduces anxiety about their deliveries. Real-time tracking systems allow customers to monitor their package’s journey from the warehouse to their doorstep.
For example, if you’re an online electronics retailer, you can partner with a delivery service that offers real-time tracking. Customers will receive notifications at each key milestone, such as when the package is out for delivery or when it’s just a few stops away. This transparency not only reassures customers but also helps manage their expectations.
Domino’s Pizza implemented real-time tracking for pizza deliveries through their “Domino’s Tracker” feature. Customers can monitor the status of their order, from preparation to delivery, providing transparency and managing expectations. This approach not only enhances customer experience but also sets a standard for real-time visibility in the food delivery industry.
4. Delivery windows
Recognizing that customers have varying schedules, offering flexible delivery windows empowers them to choose a timeframe that suits them best. This approach reduces the likelihood of missed deliveries and customer frustration.
If you own a grocery delivery service that allows customers to select delivery windows ranging from early morning to late evening. This flexibility caters to different lifestyles, ensuring that customers can receive their groceries at a time convenient for them.
Instacart, a grocery delivery service, offers customers the flexibility to select delivery windows based on their convenience. This feature empowers customers to choose specific time slots for grocery deliveries, reducing missed deliveries and ensuring groceries arrive at times that align with their schedules.
5. Alternative delivery points
Rather than relying solely on home deliveries, providing alternative delivery options can increase successful deliveries to a great extent. Lockers, pick-up points, or even partnering with nearby stores can offer customers more choices for receiving their packages.
Imagine if you’re a clothing retailer, you can partner with local convenience stores to act as pickup points for their online orders. Customers who can’t be at home to receive the package can easily collect it from a nearby store, enhancing convenience.
Amazon Locker is a prime example of offering alternative delivery points. Customers can have their Amazon orders delivered to secure lockers located in various retail locations. This allows customers to pick up their orders at their convenience, even if they’re not at home.
6. Crowdsourced delivery
Crowdsourcing delivery tasks to independent contractors or gig workers can help manage fluctuations in delivery demand. Amazon Flex is a prime example, allowing individuals to sign up as drivers and make deliveries using their own vehicles.
During the holiday shopping season, online gift shops experience a surge in orders. By utilizing a crowdsourced delivery model, they onboard additional delivery personnel to handle the increased volume, ensuring that gifts reach customers in time for celebrations.
Amazon Flex allows independent contractors to sign up as delivery drivers and use their own vehicles to make Amazon Prime Now deliveries. This crowdsourced model helps Amazon handle surges in demand, such as during holidays, ensuring timely deliveries to customers.
7. Micro fulfillment centers
Setting up micro fulfillment centers closer to urban areas can drastically reduce delivery distances. This approach brings inventory closer to customers, enabling faster and more efficient deliveries. Deliveries made by micro fulfillment centers can reduce last-mile emissions by 17-26%.
Businesses like grocery chains can establish compact fulfillment centers in urban neighborhoods. This strategic move allows them to fulfill online grocery orders quickly, as the proximity of these micro centers reduces the time it takes for orders to reach customers’ doorsteps.
Albertsons, a grocery chain, partnered with Takeoff Technologies to set up micro fulfillment centers inside some of its stores. These centers use automation to assemble online grocery orders quickly, reducing the distance between the store and customers’ homes and enabling faster deliveries.
8. Optimized packing and loading
Efficient packing and loading processes within delivery vehicles can significantly speed up the delivery process. Ensuring that items are organized and easily accessible reduces the time spent searching for individual packages.
One way to do that is by providing training to your workforce on effective loading techniques and adopting new technologies. Packages are organized based on their delivery sequence, making it easier for drivers to locate and retrieve each package quickly, resulting in smoother deliveries.
DHL Express revamped its loading process by introducing a “cubiscan” technology that measures package dimensions and optimizes loading for delivery trucks. This ensures efficient utilization of space and reduces the time drivers spend sorting through packages, resulting in improved last-mile delivery efficiency.
9. Automate Processes
Automation technology, such as conveyor belts and sorting machines, can enhance efficiency at various stages of the last-mile delivery process. This reduces the reliance on manual labor and minimizes errors.
If you’re a large company carrying out most of the processes manually, you can invest in automated systems at your fulfillment center. This system categorizes packages by delivery route, expediting the loading process for delivery vehicles and ensuring that the correct packages are assigned to each route.
JD.com, a major Chinese e-commerce company, utilizes automation extensively in its warehouses. They use robots for tasks like picking and sorting items, reducing the need for manual labor and increasing the speed and accuracy of delivery orders.
What’re the Benefits of Last-mile Delivery Optimization?
Optimizing last-mile delivery offers a ton of benefits that extend far beyond mere operational efficiency. Let’s explore some of the key advantages:
1. Enhanced customer satisfaction
Efficient last-mile delivery ensures timely deliveries giving you satisfied customers and increased brand loyalty.
2. Cost savings
Last-mile delivery technologies like route optimization software give you optimal routes, and streamlined processes decrease fuel consumption and operational inefficiencies, resulting in reduced delivery costs.
3. Reduced environmental impact
Lower travel distances and optimized routes contribute to lower fuel consumption, reducing carbon emissions and promoting sustainability.
4. Operational efficiency
Well-structured delivery processes enhance resource utilization. It minimizes idle time and increases overall operational efficiency.
5. Competitive edge
Consistently meeting delivery expectations gives businesses a competitive advantage. It helps in building customer trust in your industry and attracting new clientele.
6. Data-driven insights
Optimization solutions generate valuable data that can be analyzed for insights into delivery patterns, customer behavior, and operational trends. You can use that to make business decisions faster.
An example of last-mile delivery is when a package is shipped from an online retailer’s warehouse to a customer’s doorstep. This can involve a range of transportation methods, including vans, drones, or even bicycle couriers, depending on the location and service level.
Last-mile route planning is the process of mapping out the most efficient routes for delivery vehicles to reach multiple delivery locations. This planning takes into account factors like traffic conditions, delivery windows, and the order of stops to ensure timely and cost-effective deliveries.
Unconventional methods include crowd shipping (using non-professional couriers), drone and robot deliveries, and keeping local businesses as pickup points.
Unexpected factors like road closures, events, or construction can disrupt delivery schedules, causing delays and requiring dynamic rerouting strategies.
Optimization aims to balance driver workload by ensuring optimized routes with manageable timeframes. This prevents undue stress on delivery drivers and maintains quality service.
As we’ve witnessed, the last-mile accounts for a significant portion of shipping costs, amplifying the need to enhance its efficiency and effectiveness. The insights offered in this blog shed light on the importance of optimizing the last-mile delivery process. By adopting advanced technologies like route optimization software, real-time tracking, and automated systems, you can make your last-mile operations efficient.
As we explored, last-mile delivery optimization is not just about moving goods efficiently; it’s about nurturing relationships, fostering trust, and exceeding customer expectations. In this fast-paced era of on-demand deliveries, optimize your last mile to redefine the delivery journey and make a lasting impact on both businesses and customers alike.