The Ultimate Guide to Building Supplies Delivery Optimization

Updated: 12/11/2025

Building supplies enterprises don’t need anyone to tell them how challenging the marketplace in 2025 is. Cost volatility, labor shortages, and supply chain disruptions have been facts of life for years now, and there’s no prospect of waiting them out. At the same time, customer expectations have gotten more intense than ever, and the standards for delivery experience are on the rise.

The only antidote to increasing economic and customer experience pressures is taking control of the entire logistics process from end to end—from the first mile to the customer site and beyond. The most successful distributors are the ones that leverage cutting-edge technology to connect their processes and teams, standardize their operations, and improve efficiency.  

Success increasingly requires gaining total visibility into your entire logistics chain, and optimizing it with the latest technology. Logistics needs to be standardized but flexible, connected but specialized, and cost-efficient but customer-centric—it’s a tough balancing act, and it’s nearly impossible to get it right without addressing your technology needs head on. 

In this guide, we’ll go over the ways that distributors in 2025 can improve visibility across the first, middle, and last miles with an eye towards reducing logistics costs and improving customer experience. We’ll discuss the role that AI is playing in helping distributors to take control of their delivery management, and we’ll provide practical tips for getting the most out of existing resources. 

First, Middle, and Last Mile: Gaining Visibility Into the Complete Logistics Journey

The first step to smarter, more efficient building material distribution is to prioritize visibility across the first mile, middle mile, and last mile of your supply chain. Ultimately, each leg of the supply chain is part of a single whole—this creates the foundation for optimizing not just the individual parts of your logistics workflow, but your logistics as a whole. 

If the transfer from the middle mile to last mile suffers from a lack of visibility, you won’t be able to move inventory as quickly or make the most efficient use of your resources. The result is that efficiency is hard to come by and logistics costs add up across the board. 

This can result in a couple of different scenarios that directly impact the customer:

• You’ve scheduled a delivery for a specific date, and because of delays in the first and middle mile process you won't be able to fulfill the order on time. Unfortunately, you aren’t able to spot the delay until the day of delivery when the order isn’t at the distribution center, so your customer gets an extremely last-minute notification that their order won’t be arriving that day at all. 
• Conversely, you may be waiting to schedule the delivery order until you’re sure it's at the distribution center and ready to schedule. For something with a long lead time, this might mean that your customers are in the dark about delivery lead times until only a few days before the delivery. 

In both of these cases, your customers wind up anxious, or annoyed, or both. When it comes time to make another purchase, they’ll likely remember that anxiety and annoyance and strongly consider placing an order with a competitor. 

By contrast, when you have logistics visibility across all stages, you can coordinate between the last mile, first mile, and middle mile more effectively, stave off delays more easily, and generally reduce logistics costs. But how do you achieve that level of visibility and the connectivity that comes with it?

Here are a few best practices:

• Centralize your data within a single solution: This doesn’t mean that you should try to manage the first, middle, and last miles of the supply chain with a single solution—it’s possible, but not necessarily the best way to go about it. But if your last mile depends on your first and middle miles (which, fundamentally, it does), you should make sure that up-to-the-minute data about transfers is available and easy to find within your last mile solution. 
• Equip drivers to document transfers: And how do you make that data centralization possible? By making sure drivers in the first and middle mile are able to quickly and easily capture their statuses and locations via mobile app so that that data is available across functions, you improve the quality of your tracking and visibility significantly. From your last mile solution, you can clearly see which transfers have already been made successfully and plan your deliveries accordingly. 
• Track first and middle mile shipments in real time: Leveraging a driver mobile app in this way also enables you to track first and middle mile deliveries with the same precision as last mile deliveries, including generating accurate ETAs—all of which makes coordination easier and more streamlined. This enables you to manage exceptions and even improve the customer delivery experience in the same way that you do for last mile deliveries. 

The more thoroughly you can build cross-functional visibility into your logistics, the more effectively you can streamline your first, middle, and last mile logistics into one connected, efficient process. But putting all of these pieces together requires the right processes, which have to be bolstered by the right technology. 

4 Ways to Improve Delivery Experience in Building Supplies Distribution

Gaining visibility is crucial, but it’s not the be-all-end-all. Rather, it’s the starting point for leveraging better data and information (and increased standardization) towards improved performance, better customer service, and lower delivery and logistics costs. 

In the following section, we’ll focus specifically on customer experience in building supplies—but these elements all fundamentally go hand in hand. Anything you can do to help boost your NPS or CSAT scores helps ensure that you’re providing the kind of reliable service that customers will keep coming back for. 

1. Optimize your routes 

The ability to show up at the right time—even when customers are demanding same day and next day deliveries—comes down to the strength of your route optimization. You need a route optimization solution that can generate routes in seconds and update existing routes just as quickly—all while accounting for capacity limitations, driver skill requirements, job site requirements and other factors that might impact vehicle type, and customer time window requests. 

Not every routing solution on the market can make that happen. And even the ones that can can’t always offer accurate delivery ETAs once orders have been routed. To make that happen, you often need to leverage AI and machine learning algorithms that can turn past delivery data on things like service time and traffic patterns into accurate predictions.  

With a fast, cloud-based solution you can generate routes quickly enough to push back your order cutoff time. This positions you to offer flexibility to your customers as to when they get their orders in—it also puts you in a position to easily adjust routes to accommodate changes as needed. The right routing solution will make it easy to match the right drivers and vehicles to the right orders, so you won’t be sacrificing route efficiency. 

AI-powered routing can also ensure that you have precise and accurate delivery ETAs. This puts you in a position to show up at exactly the time that you promised your customer.

2. Enhance your customer communications

Once you have a foundation of fast, efficient, and accurate routing, you can start to focus on the parts of the delivery process that touch the customer more directly—i.e. customer communications. 

Job site managers and other stakeholders want total visibility into their deliveries—which isn’t too surprising when you consider that they’re often balancing complex work schedules and juggling a lot of moving parts. By communicating in a timely way across multiple channels, you can provide that visibility, build trust, and encourage repeat business. 

Here are a few best practices for doing that:

• Leverage texts, emails, and phone calls as needed
• Communicate early and often via a defined cadence of preset messages
• Customize your messages for different service types of products
• Enable two-way communication for live communication with customers
• Enable AI-powered chat agents to handle your most common questions

We’ll talk more about that last one in the AI section. But by tackling the delivery journey from end to end with your communications, you can do more than just keep customers informed—you can inspire real confidence that the delivery will go right. 

This level of customer experience makes contractors and other buyers feel like they can rely on you when it matters. This is also an area where you can also increasingly leverage AI to save time and money. 

3. Offer live order tracking

For a truly B2C-worthy customer experience, there is a level beyond sending delivery notifications: offering live order tracking directly on the customer’s device. 

Phone calls are seen as a last resort by most these days even by many business buyers, and even if they weren’t they still wouldn’t scale from a back-office perspective. Conversely, if you can give customers the ability to instantaneously see their delivery ETAs, they can get the info they need and plan accordingly. 

Making this happen requires a connected system that feeds status updates from drivers back into your centralized system in order to adjust ETAs in real time. You need seamless movement of data between drivers, dispatchers, and customers and the kind of visibility that comes from not having to hunt for information. 

Offering this kind of visibility to customers can go a long way towards improving your delivery NPS.

4. Power up your exception management

Providing visibility externally to customers can be extremely valuable—but what you do with the visibility you’ve achieved internally can also have a big impact on the delivery experience. A lot of this comes down to how you approach exception management. 

When delivery schedules are chaotic and job sites have shifting requirements, disruptions are simply a fact of life. But without visibility into your deliveries, there’s often no way to tell that something has gone wrong until the customer or driver calls to tell you about it. By then, it’s usually too late to keep things on track, and your only option is damage control. 

This scenario looks totally different when you can spot exceptions in real time. When you don’t have to hunt for the information you need—when the status of every truck, route, and driver is at your fingertips—you can see whether a driver is going to miss their ETA for any given stop. Once you’ve seen the potential for a late delivery, you can proactively reach out to the customer to work the situation out, or even send new instructions to the driver. 

The faster you’re able to reach out to the customer, the faster they’ll feel confident that you’re going to put things right. Most of the strategies we’ve discussed so far have been aimed at getting higher highs when it comes to customer satisfaction, but cutting out the lowest of the lows can also be a big help.

Conclusion: Building Supplies Delivery Optimization with DispatchTrack

When you connect all of these pieces—cross‑functional visibility, AI‑powered routing, proactive communication, live order tracking, and smarter exception management—you’re not just tweaking your delivery operations. You’re fundamentally transforming how you serve customers and control costs.

That’s exactly what DispatchTrack’s delivery management platform is designed to do for building supplies distributors. By centralizing logistics data, standardizing and digitizing processes, and ensuring real‑time visibility across the first, middle, and last mile, DispatchTrack gives you the tools to optimize deliveries for cost and consistently deliver the kind of experience that keeps contractors, builders, and job site managers coming back.

To learn more about how to put building supplies delivery optimization into practice, download our free guide: