How Last-Mile Delivery Optimization Boosts The Customer Experience

How Last-Mile Delivery Optimization Boosts The Customer Experience

Digital transformation has been disrupting the way people live, work, and their expectations in general. But with the Covid-19 crisis, we are now witnessing how the wheels of transformation turn faster without an implication of slowing down.

This fast-paced transformation translates into digitally savvy and conscious customers who are keen on the digital tools that make their lives easier. They are the ones holding the power to provide any company with a competitive advantage and sustainable success. And, they now demand speed, transparency, and accuracy in any service they receive.

So, whether you are in FMCG, Retail, Food & Beverage, or a big-scale e-commerce Enterprise, your success is determined by the experience you create at customer touchpoints. And, last-mile delivery is the fundamental stage where you actually interact with your customers and create brand experiences.

According to PwC’s Future of Customer Experience report, 73% of all people in the US point to last-mile customer delivery experience as an essential factor in their purchase decisions. 

But optimizing your final mile delivery services’ efficiency with manual efforts does not meet your customer’s high expectations. In the age of digital disruption, only a new-generation approach can uplift your services to create the experience that helps you retain your customers.

But before we move on to the ways to boost your customer experience, let’s identify the bottlenecks in last-mile shipping operations.

Last-Mile Delivery Bottlenecks

Last-mile delivery is the final step of any supply-chain operation. From residential to commercial operations, it refers to the transportation of goods from a distribution center to the customer’s doorstep. 

In today’s competitive environment, sustaining delivery efficiency at customer touchpoints is crucial. But there are a lot of challenges companies face at every step when it comes to ensuring smooth last mile operations:

  • High operation costs

  • Fleet management and order allocation for better use of resources

  • Delayed and failed deliveries

  • Meeting with customers’ personal demands

  • Sustaining good communication with customers

Hence, your customer satisfaction is defined by all the stages of your delivery process. And, to build a good customer experience and improve revenue, you need a comprehensive and yet tailor-made solution that understands all realities of your operations.

Solution: Last-Mile Delivery Optimization

To provide a comprehensive experience by ensuring delivery efficiency, transparency, and accuracy while managing costs, conventional methods of logistics optimization are no longer enough.

Because if you have hundreds of orders to deliver with different time and capacity restrictions, it’s beyond manual efforts to reach customers on time while making sure you are using your resources efficiently. 

In this case, Optiyol’s route planning software that offers supply chain optimization is the key to meeting customer demands with on-time deliveries while helping you overcome all the bottlenecks in your last-mile logistics.   

Now, let’s discover how Optiyol can boost your customer experience with last-mile delivery optimization:

1. Better use of resources

The definition of success in last-mile logistics is to make the delivery at the right place and time with cost-efficient operations.

Optiyol’s route planning solution for last-mile logistics optimization finds efficient routes while taking each stage of the operation into account. This includes dynamic fleet selection, order allocation, and correct vehicle-type selection that results in %15-25 savings in mileage costs and %5-10 in fleet size.

These automated solutions ensure better use of your resources which allows you to serve more customers with lower costs. Actually, optimization of resources is not only cost-efficient, but it also protects the environment with reduced emissions.

Hence, with the right resources and routes, you can meet your customers' pickup and delivery requests on time while ensuring eco-friendly business practices.

2. Supply-chain visibility

Optiyol’s routing software automates and digitalizes operations and offers transparency for better delivery management. While offering last-mile visibility, it allows dispatchers to track deliveries at each stage and make smart decisions to ensure customer satisfaction.

Because with Optiyol’s route optimization software, you can:

  • Share the final dispatch plans with the Driver App

  • View and compare planned vs. actual driver routes in multiple layers

  • Access proof-of-delivery signatures, photos, and driver notes in order details

  • See actual arrival times and service durations at each location and compare them with planned values

  • Communicate with the drivers via chat, SMS, or push notifications

  • Real-time tracking of updates about order status and vehicle paths on the map

  • Gain insights about drivers from historical data using AI

And most importantly, always provide accurate information to your customers.

3. Responsive services

While Optiyol’s last-mile optimization solutions empower your deliveries to be always on time to meet your customers' needs, it allows them to track where their cargoes are and when they will arrive transparently.

With Optiyol’s driver app, drivers can communicate with the customer when necessary via call, chat, SMS, or push notifications. And, customers can make any change requests and personal demands such as delivery place/time, recipient, or insert additional notes.

Hence you will not only ensure good and transparent customer service, but you will also be able to build a trustworthy organization compliant with their demands thanks to the reviews you will get from them.

Upgrade Customer Experience with Optiyol

As digital transformation changes the customer demands, it also brings next-generation technology solutions like Optiyol to deliver a smooth service in your last-mile delivery operations.

Optiyol’s tailor-made solutions aim to meet and exceed customer expectations while putting your business objectives and realities first. As a result, it builds cost-efficient residential operations that ensure a great customer experience and elevate your company in the face of competition.

If you want to learn more about how Optiyol’s solutions can upgrade your operations, we are ready to help