Final mile delivery, also known as last mile delivery or last mile logistics, is the final step in the shipping process, where a product is sent to a transportation hub, given to a driver, and brought to the customer’s door. It is the most complex and costly step in the supply chain, accounting for up to 53 percent of total costs. Understanding the challenges of final mile delivery is a necessity for any ecommerce or retail company trying to compete in today’s consumer-centric marketplace, where customers expect low costs and faster delivery options.
Final mile logistics play a critical role in customer satisfaction, more than any other stage of the delivery process. Though every company handles operations slightly differently, they always include the following steps.
- Order Placement. The customer selects an item through a mobile app or online shopping platform. A few companies still accept orders by phone, though this is increasingly rare.
- Order Fulfillment. Once the customer has submitted their order, the item is picked off the shelf and then packaged at a regional fulfillment center before being sent on to a local transportation hub.
- Route Planning. After the item arrives at the transportation center, but before it’s put onto the delivery vehicle, company administrators map out the route the driver will follow before placing it onto the delivery vehicle, taking into account both the location of each customer as well as their delivery windows.
- Distribution. The item is sent out for delivery and the customer is notified their parcel is en route.
- Proof of Delivery. Upon delivering the item, the customer either signs for it or receives an email or text message notification informing them it has arrived.
Final Mile Delivery Services
Though the final mile delivery process seems straightforward, it’s actually where you’re likely to encounter the most difficulties. Clients used to shipping in bulk often find that final mile delivery lacks the control, consistency, and scale of first mile and middle mile deliveries, where products are shipped from the manufacturer to distribution centers and prepped for the journal to their final destination.
These deliveries operate along standard routes with relatively few touchpoints, which minimizes fuel, time, and labor costs. Final mile delivery is far more demanding. In order to meet customer expectations for fast, flexible, and affordable deliveries, we’ve developed a number of innovative tools and strategic initiatives to reduce headaches and streamline last mile operations for our clients.
Skilled Drivers
Handling goods at an individual level requires experienced drivers who can weigh options in the field in order to complete deliveries as swiftly as possible. At ExpressTrac, drivers are trained in:
- Efficient Navigation. Expert delivery drivers employ local knowledge to avoid traffic congestion, maneuver down narrow streets, and avoid construction zones.
- Safe Handling. Our staff are instructed on proper loading and transport protocols, ensuring packages arrive in good condition, reducing the costs associated with returns or replacements.
- Time Management. In addition to managing multiple stops, our drivers know how to prioritize urgent drop-offs without neglecting the other customers on their route.
- Clear Communication. Deliveries often fail due to miscommunication between customers, shippers, and dispatchers. By keeping an open dialogue, ExpressTrac drivers quickly resolve any issues that may arise during delivery, such as incorrect addresses.
- Customer Service. By anticipating needs and maintaining a friendly attitude, a skilled driver improves customer satisfaction, increasing the chances of repeat business and positive word-of-mouth for your brand.
Safe driving practices and vehicle inspections also help us prevent accidents and reduce operational risks. By adjusting their driving style according to weather and road conditions, our drivers ensure your products reach their intended recipient without any delay.
Dispatch Track
Our tracking and route optimization tool allows us to analyze delivery routes and provide customers with real-time updates about their order status. In a world where next day and same-day delivery are becoming standard, this type of dynamic software allows us to analyze metrics and coordinate multiple stops in rural and urban areas.
Live feedback allows us to adjust their routes in response to changing conditions, such as traffic accidents, while informing customers about their expected delivery times through text, emails, and phone calls. This allows us to manage expectations while holding down shipping costs and passing the savings on to you.
Fleet Management
Rather than purchase and maintain their own fleet of vehicles, partnering with a third party allows you to reduce overhead while retaining flexibility. As a third-party logistics provider, we can scale quickly, allowing clients to adjust their trucking capacity according to order volume ‒ a useful feature for businesses with fluctuating or seasonal demand.
ExpressTrac Fulfillment Services
Overcoming the challenges of final mile delivery operations is essential for any business that ships products directly to customers. Given the complex factors involved, you need a partner with the tools to root out inefficiencies and ensure your products make it to their destination, undamaged and on-time.
Successfully navigating the obstacles surrounding final mile delivery not only reduces your total costs. Fast delivery also creates a smooth customer experience that makes them feel valued and appreciated – increasing the odds they’ll purchase from you again.ExpressTrac manages delivery logistics for customers across the country ‒ leveraging technology, a talented workforce, reliable truck fleet, and a network of warehousing and service centers to provide reliable, scalable, and cost-effective solutions. By prioritizing speed, safety, and customer satisfaction, we meet consumer demand with services that offer competitive pricing and peace of mind. Talk to our experts and start building your logistics strategy today!