How Delivery Tracking Software Elevates Customer Experience

Today's consumers demand quick and accurate shipping every time they shop online. In fact, when asked to choose, the majority of consumers prefer fast deliveries over free shipping. More than half of shoppers also say that they are willing to pay for their same-day shipping.

Almost all consumers now say that they expect complete visibility on their packages from the time they place an order. That's where delivery tracking software plays a crucial role.

Meeting customers' demands in these areas can be extremely difficult. After all, last mile logistics remains one of the most challenging aspects of supply chain management. It's imperative for last mile delivery companies to move fast and adapt to meet consumers' expectations.

Luckily, companies can meet all these new consumer expectations if they invest in the right technologies. In this post, we’ll tackle the logistics of the delivery tracking and why it should matter to consumers and businesses.

Understanding Last Mile Delivery Tracking Software

Last mile carriers are responsible for fulfilling the last leg of delivery. They transport of goods from the distribution centers or hubs to the end customers. These carriers are constantly finding ways to eliminate inefficiencies and shorten the last mile distance. And one of the most important tactics is the introduction of tracking technology to provide visibility into deliveries.

There are two aspects to delivery tracking software: order tracking for customers and fleet tracking for carriers. As you might have guessed, order tracking for customers provides customers with real-time updates on the status of their delivery. Fleet tracking for carriers pertains to the business' holistic view of the delivery process, enabling them to provide a customer-centric experience.

Delivery Tracking for Customers: What’s the Value?

Consumers these days have more access to information than ever. They can read online reviews, research businesses, and find the lowest priced products and cheapest shipping costs before making their purchase. This forces businesses to work harder to provide an excellent delivery service experience to retain old customers and attract new ones.

Plus, consumers' expectations have evolved as well as they want information regarding their order in real-time. This includes:

• Driver expected time of arrival (ETA)
• Real-time driver tracking
• Direct driver communication
• Feedback options for delivery service

This does more than give consumers a feeling of control—it also helps them help carriers to reduce failed delivery attempts. 

Direct driver communication and delivery notifications

Delivery management software allows customers to directly send and receive messages to and from the driver. This helps ensure that the customer can be at the right place at the time of delivery to receive the consignment. Smart delivery notifications help improve customer experience more generally and can help build trust.

Real-time GPS tracking and ETAs

Last mile software should also offer customers the driver's actual location on a map and an accurate ETA. This doesn’t just help consumers adjust their schedules. It helps them feel confident that their order really is coming at the appointed time, instead of languishing in a warehouse. This, in turn, reduces the number of incoming calls from anxious consignees. 

Of course, real-time ETAs only add value when you're able to deliver on time consistently. To make this happen, you need smart delivery route optimization software that can predict when the truck will arrive at its destination.

Feedback options for delivery service

This helps delivery businesses make their consumers feel valued. Providing consumers the power to assess the delivery experience also provides companies with valuable insights.

What About Delivery Tracking for Carriers?

Basically everything that makes consumers nervous about their deliveries also has the power to worry the carriers themselves. After all, shippers want to be sure that the right goods get to the right place at the right time. And they’re aware of everything that can go wrong between the distribution center and the consignee’s door. In short, carriers need to make sure that there is visibility on their internal delivery operations, especially during the final mile.

Last mile visibility requires the following delivery management platform capabilities:

Monitoring goods loaded into delivery vehicles

Allowing dispatchers to track deliveries in real-time and providing them with automatic alerts reassures them that drivers are sticking to the plan and working towards on-time deliveries. Having this information at their fingertips can save time for dispatchers.

Capturing proof of delivery

The best route planning software can also capture proof of delivery via signatures, photos, and notes using a driver mobile app. Capturing and recording proof of delivery protects the drivers in cases of missing packages or fraudulent loss claims. It can also speed up billing and settlement for back-office operations.

Deep insights on customer satisfaction

Last mile carrier tracking software provides companies with KPIs that can help spot pain points in the final mile operations. These KPIs can include feedback scores, success rates, distance traveled, and so much more. The data generated by the last mile carrier solution can also be segmented per driver, teams, hours, or week and can be exported for sharing or record-keeping.

Real-Time Delivery Tracking Benefits Both Consumers and Businesses

Last mile delivery tracking provides customers full visibility and even a sense of control over their delivery experience. All businesses that deliver both products and services can benefit from offering final mile carrier tracking for this reason.

Full visibility on the last mile not only benefits consumers but businesses as well. Having visibility on drivers and vehicles lets businesses ensure that their operations reflect a customer-centric supply chain.

Plus, delivery tracking isn't purely about full visibility. It can also aid in speeding up operations and increasing revenues by highlighting operational inefficiencies. In this way, it’s increasingly key to providing customers with a great delivery experience every single delivery.