The Last Mile: 5 Strategies to Improve the Delivery Experience - Authorized Movers

The Last Mile: 5 Strategies to Improve the Delivery Experience


By: Jorge Choque

Jul 21, 2021


Wili Chirinos. Logistics, supply chain and operations consultant

The last mile is the final process in any supply chain of delivering an order from an online store to its buyer. It runs from the moment the order leaves the last distribution point (warehouse, store, distribution center, etc.) to the customer.

What do we do when the last mile gets complex and heavy due to the exponential growth in online shopping? What happens when an order does not arrive on the specified day or time and the shopping experience is no longer satisfactory?

I invite you to read my article on the strategies to apply to optimize your operations and bring you much closer to your customers.


Nowadays, social media have witnessed claims that customers of major retailers have posted due to different delivery issues of their orders due to transportation, product shortages and e-commerce platforms that were not ready to handle large volumes of orders.

According to the specialized portal Supply & Demand Chain Executive, logistics costs in a deficient supply chain represent up to 30% of its sales and added customer demand for their shipments (faster and free) the last mile becomes a complex management and critical for companies that run the risk of losing their customers due to high dissatisfaction with the delivery of their products.

Taking into account the current situation and considering that in Peru electronic commerce has increased by 50% and in some areas exceeded 100% (Source SUNAT), the last mile has become a key factor for business growth and for adapt and be sustainable over time, they will have to develop strategies focused on the delivery experience, that is to say, getting the right products to the right place and as quickly as possible. Five (05) strategies that can be applied to face these new challenges:

  1. Make it easier for customers to track their orders (arrival date, carrier data and possible delays) using technological tools in the cloud so that they have control from any device with an internet connection (mobile phone , tablet, laptop, etc.) and thus stimulate their loyalty.
  2. Using real-time order tracking software from shipment to delivery to customer to monitor vehicle fleet, routes, schedules and obstacles along the way.
  3. Use of fleet management software for fuel consumption, optimization of load capacity, loading and unloading efficiency, safety, etc.
  4. Business intelligence application to analyze data and align delivery strategies with the needs of our customers.
  5. Measuring the customer experience (CRM), capturing their purchase history, delays or reception problems will allow us to identify opportunities for improvement and to get closer to them to be able to meet their needs.

As supply chain leaders, we must prepare and adapt to new challenges by playing a dynamic and innovative role.

What opinions or strategies can you share?


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