Last Mile Logistics Reduces Risk and delights customers

Which Mile is the “Last” Mile?

Last mile logistics address the end point for each transportation transaction. For most companies, this typically concludes with the shipment delivery to a final destination. But with staggering growth in e-commerce sales has come a debate about where the “last” mile ends. The answer may depend on what you are delivering and where.

For instance, a parcel delivery’s last mile may be a customer’s doorstep – it’s easy for the customer to step outside and retrieve. But let’s consider the same service for an LTL shipment. Are you likely to be satisfied with a washing machine delivered to your front door? Probably not.

In this case, a white glove delivery experience is the norm. This would include delivery into the home, installation, and haul away of an existing item. All taking place within tightly coordinated appointment windows set by the consumer. It may be your brand’s last interaction with the customer, so it’s crucial to deliver a high-quality experience.

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The Last Mile VIP Experience

Most likely there are multiple stakeholders that play a role in delivering a great last mile experience. Systems integrators, vendors, data providers, and employees may all influence your customer satisfaction with delivery.

Added Value from Last Mile Optimization

Customer appointment scheduling

Put customers in the driver’s seat with the ability to select delivery appointment times as well as request other services such as installation and haul away.

Ancillary services

The ability to easily request services such as installation and haul away or order needed parts such as cords, connectors, or valves can create excellent experiences and new revenue opportunities.

Delivery notifications & confirmations

Clear and consistent communication of delivery notifications, predictive ETAs, or appointment changes is the expected norm for most consumers.

Electronic document management

Create a friction-free experience by giving customers the ability to sign delivery receipts from a mobile device and providing copies via email or text message.

Closed-loop feedback

Protect your brand reputation by proactively measuring customer sentiment at the time of delivery with experience ratings and surveys to monitor for positive and negative trends.

Increase collaboration
Centralize all shipment data in one system of record (TMS) available to all vendors to coordinate appointments, provide updates, and standardize processes across multiple stakeholders.

Wrap Up Deliveries to Customers on a High Note