There are a plethora of last mile delivery solutions available in the market. But not all of them are capable of giving your business a competitive edge and help you deliver great customer experiences. As an organization one needs to first clearly roll-out the goals they want to achieve by investing in a last mile solution. Implementing a last mile solution just for the sake of it will cause more harm than good. But businesses that are really focused on elevating customer experience, reducing delivery costs, guarantee same-day deliveries and shrinking delivery turn-around-time, are wisely leveraging every single capability of a last mile solution.
Here is a quick list of key constituents of a last mile solution that savvy businesses look for.
Provides End-to-end Visibility
According to Gartner ‘visibility’ still remains a major challenge in the supply chain and logistics industry. An advanced last mile solution should have the capability to provide delivery stakeholders with end-to-end visibility of ground-level operations. Also, with regards to visibility, a last mile solution should empower businesses to deliver real-time visibility of delivery progress to customers.
Machine Learning Capabilities
A last mile solution to that’s really awesome is powered by machine learning driven algorithms. ML capabilities allow businesses to mitigate transportation risks, generate highly productive and efficient delivery routes, eliminate unnecessary delays, ensure effective automation and much more. It also helps businesses create proactive logistics operations.
Benchmarks KPIs Accurately
KPI benchmarking is a key when it comes to choosing delivery partners and building SLAs. An advanced last mile solution continuously tracks productivity and efficiency of ground level operations hence is able to generate highly accurate KPIs.
Boosts Delivery Productivity
Fleet productivity is of great importance when it comes to deliveries. To ensure high levels of delivery productivity, it’s necessary for a last mile solution to have capabilities that report real-time location of delivery executives, help optimize delivery routes, automate job allocation and ensure greater control over logistics activities.
Ensures Delivery Flexibility
Customers want more convenience when receiving their orders. According to a study, 70% of consumers want retailers to provide more flexible fulfilment options and almost half (46%) agreed that convenience and personalisation were key factors in online fulfilment. Customers today expect businesses to offer delivery options that are built to fit in and around their lifestyles and not the other way round. Therefore, a last mile solution should be able to empower businesses to deliver orders when customers want, where customers want and how they want. In other words a last mile solution should have simple ‘drag and drop’ workflow options so that delivery processes can be changed on the fly without any downtime.
Completion of a delivery involves dependencies on multiple stakeholders. Hence, flawless communication between all these stakeholders is important. A modern last mile solution enhances collaboration between all parties involved in executing a delivery. It provides the right information to the right person at the right time. It can escalate tickets to senior executives to expedite the resolution process and minimize delays.
Comes with Digital Control Towers
With regards to executing deliveries, gaining visibility of a multi-party, consumer-driven supply chain network can become a daunting task. A last mile solution that’s powered by a digital control tower (DCT) empowers businesses to gain real-time visibility that logistics stakeholders can act upon such as pick-up problems, route-wise performance, delivery delays, etc. for all orders on a single screen.
The DCT is powered by alerting tools that proactively trigger distributed notifications, directly to the concerned stakeholder related to exceptions such as delays, theft suspicion, SoP non-compliance, expiring documentation, etc. It helps in proactive monitoring of exceptions related to any transporter or shipments and also provides simple and fast alert resolution workflows. DCT empowers enterprises to shrink delivery costs and achieve a perfect order index.
The COVID-19 pandemic taught us how important it is to ensure rapid scalability of delivery operations. A last mile solution makes it possible for businesses to quickly outsource delivery jobs to temporary logistics providers and scale delivery operations. Such a solution onboards part time drives based on KPIs like costs, productivity, delivery urgency, proximity from fulfillment centers and so on.
Customer Experience Aggregator
Leveraging modern delivery management software businesses can keep customers informed at every step and deliver a predictable, superior and consistent customer experience with proactive alerts and notifications on ETAs and delays. It helps deliver an interactive track and trace experience that retains, engages, and delight customers. Businesses can provide customers with a self-service delivery model by allowing them to change delivery time and location on the fly.
In-Built Online Chat
Communication between a customer and delivery executive is key when it comes to ensuring a delightful last-mile delivery experience. A modern last mile solution should have an in-built online chat platform that is powered by natural language processing technology. This ensures that businesses can appropriately respond to customer queries without human intervention, saving time and money.
An advanced last mile solution should have the capability to plug and play seamlessly with a business’ existing IT systems through pre-built connectors. This eliminates the need for ripping and replacing current infrastructure, avoids repetitive data entry and puts the right information needed in front of the user to improve efficiency and customer service.
A modern last mile solution arms delivery executives with an intuitive and powerful mobile app through which they can constantly get updates on delivery tasks and other stakeholders can manage job allocation, routing, delivery sequence and also facilitate real-time communication with customers. Such a mobile application automates delivery workflows and keeps all the information ready for a driver’s consumption well in advance. Through intelligent integrations, all the delivery information, on a per driver basis, is quickly fed to a centralized location for delivery stakeholders to track, trace and control delivery operations in real-time
Ensures Fast/Same Day Deliveries
Ballooning customer expectations are making super fast and same-day deliveries the new normal putting tremendous pressure on last-mile operations. An advanced last mile solution not only automates route planning but also optimizes routes in real-time, drastically shrinking delivery turnaround time. It also monitors delays and diversions proactively to expedite delivery processes.
FarEye’s last mile solution is empowering global businesses to achieve high levels of supply chain and logistics efficiency and generate delightful customer experiences. To know how we can help you achieve the same, signup for a quick demo here.