The logistics industry is developing incredibly fast. In this era of speed, buying online has become so convenient that no matter how large or expensive your purchase is, you can receive services directly to your door, in the comfort of your own home. As consumers, the level of expectation is high and on the rise.
Among the most important findings in a recent survey, 60% of consumers reported they have decided not to purchase from a retailer due to slow operational speed and poor last mile delivery experience like failed deliveries. Delivery speed and last mile visibility are required to stay competitive in addition to lowest prices.
The bigger story is one of increasing competition and complexity. Human nature will dictate that we always want more: we want things to be more accurate, faster deliveries while having more features. This is why smart ecommerce companies focus on user experience by providing faster deliveries and more transparency through last mile carrier tracking.
Table of Content
- What is Last Mile Carrier Tracking?
- Types of Last Mile Carrier Tracking
- Why Is Tracking Last Mile Carrier Important?
- Last Mile Delivery Tracking for Customers
- Last Mile Delivery Tracking for Businesses
- Ways to Create a Better Last Mile Tracking Experience
- Final Mile Tracking to Help Customers & Carriers
What is Last Mile Carrier Tracking?
Last mile delivery is a logistic concept indicating the transfer and the package’s journey from the depot or the fulfillment centers to the intended final destination, e.g., the customer’s home or office. The purpose of last-mile carrier tracking is to track the last leg that delivers goods as rapidly and cost-effectively as possible.
Last mile carrier tracking, therefore, is how we monitor in real-time and follow the delivery of products to their end locations. Again, the two considerations are from the business standpoint and the customer standpoint. But it is definitely more customer-focused.
Types of Last Mile Carrier Tracking
There can be two considerations of final mile carrier tracking. These are from the business standpoint and the customer standpoint.
- For End Customers: Providing customers with fast and accurate shipping information and delivery updates with accurate ETAs and live tracking link throughout the shipping process.
- For Businesses: Providing a holistic view of the delivery operations, offering insights to businesses & logistics providers on nearest shipping hubs or inefficient routes.
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Why Is Tracking Last Mile Carrier Important?
High Customer Expectations
The most crucial part of the shipping carrier industry is last mile delivery work. It’s the part that consumers are looking to expectantly. As mentioned, this is why last mile logistics is creating a buzz in business fulfillment. As noted above 60% of consumers reported a non repeat purchase following slow delivery.
Not all individuals are patient and content with the transit time their packages take to be delivered; some are obsessed with the idea of tracking the whereabouts of their parcels.
The point of a business is to grow, prosper by attracting more customers, and boost profit margins. A company must now respond to customers’ high expectations of great delivery experiences to achieve that goal.
The Value of Same-Day Delivery
Studies show that 25% of consumers are willing to pay extra money for same-day last-mile delivery services. It is worth noting that last mile delivery is not the same in every business. Yet, quick deliveries are essential for all to take seriously.
When it comes to shipping services, the last mile is most likely the most ineffectual and the most expensive aspect of the fulfillment phase for most last mile carriers. Yet, a lot of third-party logistics companies are sparing no effort trying to change this.
- Fast Shipping: For 97% of customers, rapid delivery is at least somewhat important (and 40% say it’s essential).
- Transparency: This relates to tracking. 97% of customers say they want to be able to monitor and follow their order status from one step to another. They have similar standards for customer service.
- Simple Returns: As e-commerce stores have a higher return rate, the simplicity of the returns is paramount for all orders made through online last-mile delivery service providers.
This article from Inc.com leaves no room for interpretation: to be successful, one must invest in perfecting the last mile: “Your 2018 growth plan should include methods to optimize order fulfillment.”
In this article, inc.com names three main contributing factors to customer satisfaction:
Last Mile Tracking for Customers
Consumer expectations have gone up now. They demand faster deliveries and more transparency. Last-mile carriers must implement tracking apps in their delivery process. This is how you last mile carriers can achieve that:
As soon as the package is sent out, the end customer must be sent an alert on their mobile phone with a last-mile carrier tracking number. It informs them about the process and ETA of their delivery they have similar standards for customer service.
Communication with Driver
Customers must communicate directly with the driver using their mobile phone to inform them about any changes in their schedule or request an early or later delivery.
Real-time tracking allows customers to have complete last-mile visibility. It also improves the customer’s experience and trust in your brand.
Rating Customer Experience
A feedback form can allow the customers to state their delivery experiences by answering a bunch of questions or rating the delivery service. It gives insights into how the customers perceive the company and its services and whether or not they are providing an exceptional delivery experience.
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Last Mile Delivery Tracking for Businesses
For better customer centric supply chain management, it is important that delivery service providers or last mile carriers have complete visibility and final mile tracking of every delivery in process. It requires:
Tracking Packages After They Leave the Warehouse
Delivery companies offering logistics solutions must have complete last mile visibility right from the time the product is being prepared for delivery and it leaves from the transportation hub. The practice of tracking the package or knowing the package location on the part of the logistics provider improves accountability and control over the entire delivery process.
Real-time Order Tracking
The logistics companies are answerable for all the information that is sent out to the customer regarding the delivery. Offering live delivery tracking links can free the logistics representatives from constantly being answerable for the exact location of the package. It is extremely useful in case they receive any queries from the customers regarding their orders.
Proof of Delivery
Having proof of delivery in the form of digital signature, image capture, or notes from the drivers can prove that the delivery has been delivered to the right doorstep or the right customer and is not mishandled. In addition, if a customer comes with a complaint, the logistics company can prove the fulfillment of delivery on the company’s part and avoid fraudulent loss claims.
Contactless Delivery is a recent trend that spiked up after Covid-19 took over. Contactless delivery is when the package goes through a process that follows extreme measures to make sure that as few people handle it as possible. The driver doesn’t hand the package directly to the customer, it is to be left at the doorstep and the customer should be informed by text. Tracking status helps immensely when making contactless deliveries.
Understanding Customer Satisfaction
The logistics company must collect necessary feedback relating to each delivery. In the feedback, the customers must rate their experience on individual aspects of the delivery and give their feedback on the overall experience. With this feedback, it becomes easier to decode the customer experience and satisfaction. It helps you identify customer loyalty.
Ways to Create a Better Last Mile Tracking Experience
Personalized Shipment Tracking
Designing a specific package tracking page with your branding will improve the customer experience and improve brand loyalty and confidence. The tracking info should not only include a last mile carrier tracking number as well as carry a personality related to your brand.
Offer Package Tracking
It is imperative that you offer real-time visibility to your customers with ease. Make use of tracking APIs for directing tracking details in all kinds of devices. APIs can improve customer communication by making real-time information more fluid. It helps boost customer loyalty.
Send SMS/Email Alerts
Visibility is also improved by providing real-time SMS notifications or email alerts with the help of geofencing. Customers expect improved visibility into the delivery process. Over 45% of customers avoid brands and businesses that do not provide visibility or tracking information into the delivery process. Relevant and timely delivery notifications can drastically improve the delivery experience.
Open Line of Communication
Allowing a clear communication path between delivery drivers and customers can make the flow of the delivery easier. The customers do not have to rely on representatives to respond to their calls. Instead, they can directly get in touch with the drivers and know the details of their delivery.
Scheduling Delivery Appointments
Brands can easily gain more control over their deliveries by scheduling delivery appointments. The customer is given the ability to schedule or change delivery appointment windows. It reduces the chances of error or missing the customer’s availability.
A last-mile carrier is any shipping company that transports packages from warehouses or depots to the customer’s address. Some of the best examples of the last mile carrier are FedEX, UPS, or USPS.
Last mile carrier tracking means the technologies used by businesses to get a detailed view of each step of the last mile operations and improve transparency for itself and the customers.
Last mile delivery is the most expensive step of the logistics process. The average shipping costs of a package delivered is anywhere between $8-$12.
Last mile tracking offers accurate shipping updates to customers about their products. In addition, it helps present a clear and accurate picture of when they can expect their products. This eventually helps enhance transparency of the last mile delivery experience.
All types of businesses have a delivery option to customers and who have at least a minimal amount of route planning. These businesses include couriers, including all Canadian courier companies, flower shops, rental companies, and many more.
The duration of a last mile carrier package depends on the product or service you have ordered. For instance, if you have ordered an electronic item, it may take anywhere between 4-7 working days, whereas a fast food or meal kit delivery may get delivered on the same day shipping or next day shipping.
Final Mile Tracking to Help Customers & Carriers
Final mile carrier tracking technologies help boost full visibility for customers. It works well for both parties involved in the last mile delivery process. All businesses making delivery of goods will benefit from providing final mile tracking software to their end customers.
Using last mile tracking software is less about visibility. It is more about creating a customer-centric process. If you choose to integrate last mile carrier tracking in your logistics strategy, provide all the aspects that your end customers are looking for.
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