Last mile visibility can make or break modern delivery operations. Here's is why. Ever landed up at your customer’s house to deliver despite being told that she will be unavailable? How many times have you been dumbfounded when asked by a customer ‘how far is the delivery person? Have you picked-up the returned goods the following day even though your runners were in the vicinity? Clueless about your fulfilment status?
With customers becoming demanding and wanting their parcels whenever and wherever they want – last-mile fulfilment is becoming dynamic and is often a key differentiator between two competitors. Lack of visibility in the last mile delivery operations will be detrimental to the business and the end consumer.
With eCommerce set to experience unprecedented growth in the coming years, it will be critical for a successful client experience.
Ignorance is not always bliss – Increase your last mile visibility
According to a survey conducted by Forrester, 83% of shoppers rated knowing when a package will arrive at the single most important service an online brand or retailer can provide which only goes to prove that a well-integrated technology solution that provides real-time visibility into field operations is a must-have.
How An Advanced Delivery Management Platform Can Improve Last Mile Visibility
Modern delivery management platforms can improve visibility for both businesses and end-customers.
Real-time tracking, powered by last mile analytics, of a robust enterprise-grade delivery management platform drastically improves the visibility of ground-level logistics operations. It helps delivery stakeholders know exactly where an order is, when did the last-mile journey began, what is the estimated time of arrival (ETA), who is going to deliver and more, at any given point in time.
Such a platform also improves last-mile visibility by seamlessly integrating with disparate logistics IT-architecture like 3PL systems, warehouse management systems, inventory management systems, order management system, GPS tools and more. This ensures high-levels of system interoperability hence makes it possible to gain an end-to-end holistic view of delivery operations. These platforms are also accompanied by Digital Control Towers (DCT). DCTs provides delivery stakeholders with a single pane of glass view of logistics operations as micro-level. This ensures that delivery KPIs are benchmarked accurately and any inconsistencies in transportation operations are immediately identified and addressed in a timely manner.
Modern last-mile visibility solutions provide end-customers live insights on the delivery progress. It automatically notifies customers where an order is, who is going to deliver it, when will it be delivered, in case there are delays and so on. Providing customers with last-mile visibility is a great way to boost customers engagement and delivery satisfaction. It also reduces the volume of customer calls regarding delivery updates.
6 Key Benefits of Last Mile Visibility
From improving delivery turnaround-time to keeping customers happy, last mile visibility is a game-changer in the highly competitive online delivery industry,
1. Eliminates Downtime
Unnecessary delays, route diversions, unprecedented stoppages, vehicle idling among other inefficiencies are quickly identified leveraging last mile visibility capabilities.
2. Ensures Predictive Visibility
Modern last mile visibility tools are powered by machine learning algorithms and predictive intelligence that empowers delivery managers to know if delivery will be on-time, early or delayed long before an order actually reaches the customer’s hand. This helps quickly take corrective measures, optimize routes, keep customers updated about ETAs and drive data-driven decision making.
3. Accurate KPI Benchmarking
Improved visibility of delivery operations empowers businesses to easily keep track of key factors like on-time in-full deliveries, ETA adherence, driver productivity, route efficiency, first-attempt success rates, delivery failures, route delays, and more.
4. Increases Customer Satisfaction
Providing customers with visibility into delivery operations not only elevates the delivery experience but also boosts customer engagement and loyalty through transparency.
5. Faster Deliveries and ETA Adherence
By eliminating unnecessary delays like unprecedented stoppages and route diversions, visibility into last-mile operations significantly improves delivery turnaround-time and ensures ETA adherence.
6. Enhanced Delivery Productivity
Ensuring last-mile visibility curbs inefficiencies like en route delays and helps delivery managers constantly optimize last mile routes to drive faster deliveries. All these go a long way when it comes to ensuring high-levels of delivery productivity.
Hence, when it comes to improving last mile visibility, the significance of modern technology is unputdownable. Modern last mile visibility technology helps you to keep your customers in the loop but also help you to:
- Remain proactive
- Communicate changes to both the customer and on-field employee
- Broadcast on-demand requests
- Include last-minute customer requests
- Increase operational efficiency
- Trigger follow up activities
- Notify business partners and report events (internally and externally)
- Preventing delays
- Eliminate the anxiety of your consumer by giving her the option to track real-time
- Have complete information when a customer calls
- This ideal state of operations is not difficult to achieve if you have a well-integrated mobility solution that keeps all the stakeholders of the supply chain abreast with the progress.
A well-defined dashboard with a macro-level view of all the operations is a good enough tool for the manager to remain informed and act effectively at all times. Real-time visibility helps you include customer vagaries, last-minute request, add more jobs to your daily list, address unforeseen circumstances and maintain spontaneity in decision making.
This not only helps you retain the customer base but also increase its productivity thereby generating more revenue with the given resources.
Don't turn a blind eye - make your operations transparent and stay ahead of your competitors.