OneRail

Protecting Your Brand with Optimized Last Mile Delivery

Have you ever had a piece of furniture arrive with a missing leg or a new phone arrive with a cracked screen? That’s the kind of delivery failure that keeps brand managers up at night. Last mile delivery goes beyond simple logistics and moving boxes — it’s your brand’s final handshake with customers. Get it right, and 93% of customers will stick around. Fumble it, and 57% might ghost you and switch to another brand.

Last mile logistics is like the final episode of your favorite show—it can make or break the entire experience. 62% of viewers (or in this case, customers) will judge the whole series (or delivery experience) based on its conclusion. Similarly, Gartner reports that over 75% of young shoppers consider same-day delivery essential. Sure, nailing this finale costs a pretty penny — 53% of your shipping budget, to be exact. But you can’t afford to phone it in with online shopping racing toward $8.1 trillion by 2026. 

So, without further ado, this guide is your behind-the-scenes pass to making last mile delivery your brand’s standing ovation. We’ll tackle the need for speed (80% of customers want same-day delivery), show you how to keep your customers in the loop, and prepare you for the urban delivery boom (up 78% by 2030). Ready to turn your delivery game from a potential PR nightmare into your secret customer-keeping weapon? Let’s roll.  

Assessing Your Current Last Mile Delivery Capabilities

Face it: Efficient final mile delivery can make or break your business relationships and impact your bottom line. So, let’s kick off this piece by exploring two key steps to meeting your customers’ expectations: conducting a delivery audit and identifying customer expectations.

Conduct a Delivery Audit

Picture yourself as a detective investigating the performance of your delivery operations. Your mission? To uncover the truth about your last mile service quality and efficiency. Start by examining key performance indicators (KPIs) that tell the real story of your delivery process.

Speed, accuracy, on-time performance, and proof of delivery form the quadfecta of delivery success. How quickly do orders reach your customers after they hit ‘submit’? Are packages landing on the right doorsteps or docks with the correct items inside? Do your deliveries consistently meet promised time windows? Implement a process that requires proof of delivery for all shipments, giving customers options to choose between signature, photo, or both as their preferred method of confirmation. Tracking these metrics will reveal insights you might have missed. 

For example, you could discover that while your accuracy is top-notch, your delivery speed is falling behind the competition, or that certain proof of delivery methods are more effective for different types of customers or products. Once you have this knowledge, you’ll know exactly where to focus your improvement efforts, whether it’s streamlining operations, enhancing customer communication, or refining your proof of delivery protocols.

Identify Customer Expectations

Now, let’s shift gears. Put yourselves in your customers’ shoes. What do they really want from your delivery service?  

Surveys can be your secret weapon here. Ask pointed questions about delivery preferences, satisfaction levels and areas that need a boost. Then, dive headfirst into the goldmine of customer feedback. Comments, complaints and compliments about your delivery service can offer priceless insights. Keep your finger on the pulse of industry trends, too, as expectations always evolve.

Remember, your customers come with diverse expectations. Of course, speed is important — 20% of customer complaints retailers receive relate to long delivery times and delays. However, it’s only one part of the puzzle. Optionality and meeting their lifestyles show them they matter. A busy professional might prioritize ultra-fast delivery to fit their hectic schedule. At the same time, a budget-conscious shopper might prefer cheaper, slower options. Tech-savvy millennials often expect real-time tracking and instant updates, whereas older generations might value the reliability of traditional delivery methods. Your ability to meet these nuanced needs can set you apart in a crowded market.

Supercharging Your Last Mile Deliveries with Tech

Remember the days when your customers would order something online and then … wait? And wait? Maybe peer out the window a few times, hoping to spot the delivery truck? Yeah, those days are history. Tech has flipped the script on last mile delivery, and it’s a game-changer for your brand reputation.

Customers Love to Watch

Let’s talk about tracking. GPS and RFID tracking ended the era of package-arrival guesswork. FreightWaves reported that 82% of consumers expect proactive order updates, highlighting the importance of real-time tracking and communication.   

Your delivery trucks are now basically moving billboards, broadcasting their location in real time. And those tracking GPS/RFID tags? They’re like breadcrumbs, letting customers see exactly where their package is at every step of its journey.

The best part? While this tech helps give your customers peace of mind, it’s also a money-saver. We’re talking about slashing your last-mile delivery costs by 15-20%. That’s not chump change.

The Robot Backseat Driver You’ll Actually Like

Now, let’s get into the cool stuff — AI and machine learning. Think of them as the world’s smartest backseat drivers, but ones you’ll actually want to listen to.

Picture your delivery routes automatically adjusting to dodge traffic jams, weather slowdowns and those annoying surprise road closures. 

Sure, this technology can make your life easier, no matter which angle you look at it. But it’s also making your brand stronger. When orders start arriving like clockwork as planned, customers notice. Before you know it, they’ll start thinking of your brand as the one that always delivers (pun intended).

This kind of tech also doesn’t let your sustainability goals slip. These smart systems can seriously cut down on fuel use and emissions. With 57% of consumers somewhat or very interested in sustainable home delivery services, and 99% of consumers already taking steps or are open to reducing their environmental footprint, this is your chance to shine. 

Enhancing Customer Communication & Transparency 

Your order is out for delivery, but suddenly, it vanishes into thin air. There are no updates, no explanations — just radio silence. It’s enough to make any customer pull their hair out. But what if we told you there’s a better way to keep customers in the loop and stop those dreaded “Where’s my order?” (a.k.a. WISMO calls) before they even start?

Exceptions Management: Your Secret Weapon

Things happen — traffic jams, weather delays, and even the occasional warehouse mix-up. Effective exception management is key to handling these disruptions.Think spotting potential issues hours before they hit with real-time tracking and smart alerts enabling you to prevent fires before they start. When something does go sideways, you’re on it faster than a cat video goes viral.

That said, technology alone isn’t sufficient. You need a team that’s always on its toes, ready to pivot at a moment’s notice. Being proactive, rather than making excuses after the fact, is how you nail this approach and deliver packages along with peace of mind.

Quick-Response Protocols: Turning Lemons into Lemonade

Now, let’s talk about those moments when things do go off the rails. Your response can make or break a customer relationship. That’s why you need clear, quick-response protocols that kick in the second an issue pops up.

First things first: Keep customers in the loop. Mobile apps that let them track their package in real time? That’s gold. It shows you value their time as much as they do. And when problems arise, don’t hide. Reach out first, explain what’s happening and, most importantly, tell them how you’re fixing it.

Train your team to handle these situations with grace and efficiency. A well-handled issue can actually boost customer loyalty more than a perfectly smooth delivery. It’s your chance to show that you’ve got their back, no matter what. Your customers will thank you, and your brand? It’ll be stronger than ever.

Adopting Sustainable & Ethical Delivery Practices 

American consumers actively embrace eco-friendly shopping, with 18.2% of retail spending going to sustainable products. Young adults lead this trend, as 80% of U.S. shoppers between 18 and 34 years old actively seek out and prefer eco-friendly brands. 

How can you tap into this and build customer loyalty? It’s pretty straightforward. Adopting sustainable and ethical delivery practices to build customer loyalty, improve your brand image, and show present and future customers that your values align with theirs. 

Electrifying Your Fleet: A Practical Guide

Switching to electric or hybrid vehicles might seem impossible, but it’s easier than you think. Start by looking at your current fleet. What kinds of vehicles do you use most? How far do they usually drive? Once you know this, you can start shopping for electric or hybrid options that fit your needs. And, if you don’t operate your own fleet, consider whether you have choices in vehicle selections that include electric or hybrid options when using transportation services.

Then, as you make the switch or choose providers, focus on right-sizing vehicles to order needs. Use smaller vehicles for smaller sized items and only use larger vehicles for large, bulky items. Having a solution that can help quickly find available right-sized vehicles can also help you cut your carbon emissions and meet efficiency goals. 

Finally, monitor your vehicle use or the use of your transportation providers. Track your fuel savings and emissions reductions and be ready to adjust your strategy as you learn what works best for your specific needs and goals.

Smarter Routes: Saving the Environment & Saving Money 

Think about how much time and fuel you could save if every delivery took the best possible route. That’s what route optimization is all about. New AI and machine learning tech can look at tons of data — like traffic and weather — to determine the best paths for your vehicles. Companies using these tools are cutting their costs by 10-30%. And it’s not just about money — less time on the road means fewer emissions. 

Want to try it out? Start by gathering all the info you can about where your customers are, what your vehicles can carry, when deliveries need to happen, and what traffic is like. Think about any special rules you have, like specific delivery times or weight limits for vehicles. Then, you can use route optimization software to crunch all this data and come up with the smartest routes in real time. 

Remember, you’ll need to keep an eye on things and make changes as you go. Make sure your team knows how to use the new software. Keep checking how it’s working and be ready to improve it over time. Then, you’re ready to rock. 

Delivering Dreams: Make Your Last Mile Your Brand’s Best Mile

Every delayed package, misplaced delivery and customer complaint chip away at the trust and brand reputation you’ve worked so hard to build. Optimizing your last mile delivery can help you avoid pitfalls and transform a potential weakness into your competitive edge, turning each successful delivery into a brand-boosting moment.

This is where last mile delivery companies like OneRail step in to address your shipping challenges. 

  • Tap into a vast network of over 12 million vetted drivers so your deliveries are always in capable hands.
  • Leverage the OmniPoint® Platform for automated rate shopping and smart matching, while gaining unprecedented inventory insights with the new OmniPoint® Inventory Visibility SKU-level visibility feature.
  • When issues arise, rest easy knowing the 24/7 Exceptions Assist™ team is on standby, ready to tackle disruptions and maintain your on-time delivery rate.
  • Harness the power of AI and machine learning for route optimization, take advantage of open API technology to make your systems communicate in real time, and make your entire delivery process smarter and more responsive.
  • And thanks to the recent Orderbot acquisition, you’ve got delivery order management built in to take your omnichannel fulfillment to another level. 

Ready to turn your last mile into your best mile? Schedule a demo with OneRail today and take control of your shipping destiny.

 

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