The Last-Mile: How to surpass customers' delivery expectations

The last-mile of delivery is the final stage of package delivery. When it comes to logistics, the last-mile is center stage because this is the point in which you make or break the customer experience. No matter how smooth the order and delivery processes are, if the item doesn’t reach the intended recipient, then the last-mile was a fail. 

There are a variety of reasons packages go missing, from a simple mistake with the address to an item being stolen before the recipient can get to it. However, figuring out what the underlying issue is can be impossible at times, due to little visibility into the chain-of-custody. This makes resolving these issues difficult. So difficult, in fact, that many vendors prefer to absorb the cost of the loss and send the order again.  

High cost of delivery

To prove they delivered as expected, some businesses, like Amazon, take a picture of the item at the drop site and forward it with the tracking information. If the delivery disappears after the picture was taken, they’re not to blame. 

In Amazon’s case, they’re tracking the item from warehouse to customer. But what of parcels that are sent by retail stores, from shared warehouses, or other businesses? In those cases, all the vendor can attest to is that the package made it safely off on its journey. If it changes hands along the way, goes to a different carrier for the last-mile, who’s responsible when it doesn’t arrive?  

The danger of ignoring the cost of packages misplaced at the end of the last-mile is that it’s often the most expensive part of the journey. According to research firm Capgemini, “… as delivery becomes increasingly popular, we found that the cost of providing last-mile services accounts for 41% of overall supply chain costs. This is more than double any other category of spend, such as parceling or warehousing.” This is partly due to the fact deliveries are made by humans, and it costs more to employ humans than machines. As free shipping becomes an expectation rather than a nice-to-have, retailers and logistics partners are having to find ways to cut down on the cost.

A solution for modern delivery logistics

Parcel Lockers offer a cost-effective solution for the last-mile of delivery by creating a convenient, automated process. By utilizing parcel lockers in the last-mile, you will increase customer experience, while adding more visibility into the parcel’s journey.

Why choose a Quadient Parcel Locker?

We provide parcel lockers that are:

• Secure. An automatic log is kept of every drop-off and pick-up for full chain-of-custody visibility and the sturdy steel lockers keep all contents safe.
• Convenient. Packages are available for easy retrieval 24/7, so there’s no more waiting for the mail center to open. 
• Affordable. They reduce labor, as fewer resources are required for parcel management, distribution, and pick-up.
• Carrier agnostic. Any delivery carrier can deliver to our parcel lockers.
• Contactless. Use a contactless delivery, collection and return process to remove queues and limit unnecessary contact with others. 

To learn more about how you will benefit from a parcel locker, contact us today. 

Download a complimentary copy of our new whitepaper “The last-mile of delivery: The ultimate guide to the modern state of delivery logistics.”