Delivering a great customer experience is everything, and for delivery management and logistics providers, the last mile is often where the strongest, most lasting impression is made.
Forrester’s latest Customer Experience Index report details how customer experience (CX) quality is at an all-time low in the US, after declining for a third year in a row. Globally, only 6% of brands surveyed had improved their CX, and only 3% were categorized as ‘customer obsessed. The gap between what customers are promised and what they actually experience continues to widen. For 3PL providers, courier services, and last mile delivery companies, this presents both a challenge and an opportunity.
Last mile delivery and logistics providers can set themselves apart from the competition by providing a customer experience that delivers transparency and control. It doesn’t matter if your end customer is a building site waiting on construction supplies, or a consumer waiting on their online retail order, they want to know when their order will arrive and have confidence it will be handled with precision and care.
When you look at your entire customer journey, the last mile doesn’t need to be an afterthought and it doesn’t need to be hard. Small, consistent changes to how and when you communicate during the delivery experience can make a big difference. It has the power to set you apart from your competitors and ensure lasting, repeat business.
Last mile delivery best practices – building a customer-centric experience
Consistency is key.
Your delivery notifications and customer communications should look and sound like the rest of your customer touchpoints. If your website and marketing emails are casual and friendly, or direct and authoritative, so should your delivery tracking updates and SMS notifications.
Detrack’s customisable templates not only let you customize the look and feel of your communications, but exactly what you want to say and how you want to say it.
Right time, right message.
Bombarding customers with updates often does more harm than good, and too few updates can diminish customer confidence in your service.
Our platform lets you control which delivery stages trigger customer notifications, so that you can find the right balance for your customer base. Automate these triggers with Detrack so that you and your team never miss a beat.
Provide accurate, actionable information.
Every notification should be thoughtful and provide the right level of information. It can be as simple as taking a message that lets your customer know their order is out for delivery and adding an actionable detail – “your order is out for delivery and will arrive between 2pm and 4pm.”
Another example is taking a “delivery complete” notification and including “your order was delivered to the front door at 3:47pm, photo attached.” Beautifully crafted notifications mean nothing if the information isn’t accurate and real-time delivery tracking powered by GPS ensures your customers always have access to accurate, up-to-the-minute information.
Plan for the worst case scenario.
When things go wrong, how and when you communicate will make or break your entire customer experience, no matter how well things have gone up until this point. The aim is to always be in front of the situation and to be alerted to the issue by your team rather than your customer.
Detrack’s automated alerts can be set up to notify you and your team about failed deliveries or delays. You can either choose to give your customer confidence that the situation is under control with a personal touch by reaching out to your customer directly, or set up automated notifications.
Delivery management software features: automating the branded customer experience
Detrack’s delivery management platform helps organizations build customer trust and loyalty by transforming their deliveries into a positive, branded customer experience. Our cloud-based delivery software platform automates each critical touchpoint while giving you complete control over how your communications look and feel at every stage.
1. Automated delivery notifications: the anticipation builder
The moment your driver starts a job, Detrack can automatically trigger customized SMS or email notifications complete with accurate ETAs.
You control exactly how these messages appear—adding your logo, company name, and crafting the message in your brand’s unique voice. This reduces “Where Is My Order” (WISMO) inquiries from the moment drivers leave the depot.
2. Real-time delivery tracking links: the full visibility option
You can choose to include a unique, secure tracking link in every notification, powered by live GPS data that gives customers real-time visibility into their delivery. Your customers gain unparalleled transparency and control, allowing them to plan their day down to the minute while your team stays focused on operations rather than fielding routine inquiries.
With Detrack this can become a seamless extension of your brand by adding your logo and brand colours.
3. Electronic Proof of Delivery (ePOD) software: the final touchpoint
The instant a driver marks a delivery complete, you can send your customer an automated digital receipt that includes your company details, logo, and a personalized thank-you message.
For in-person deliveries, your logo also appears on the signature capture screen that customers see when they receive their order, reinforcing your brand even in that face-to-face moment. This provides instant, irrefutable proof for invoicing and avoids any delivery disputes.
Real results: How delivery management software drives business growth
Jaybel Office Choice knows that its last mile deliveries are integral to the exceptional end-to-end experience they provide their customers. When a delivery leaves their warehouse, they know it could make or break their relationship with their customer.
When redesigning their delivery experience, Jaybel wanted to ensure that their team could optimize the process and that both their team and their customers had full visibility every step of the way.
Their partnership with Detrack has transformed their last mile with real-time visibility for dispatchers and customers, removing the need for paper-based proof of delivery. The results speak for themselves with a significant reduction in customer queries and increased capacity for delivery teams.
Jabel’s General Manager, Mark Crotty, confirms, “It’s a game changer. We’ve achieved improved communication with customers, reduced overheads, streamlined dispatch, and increased the daily delivery capacity of our fleet. Detrack has been integral to managing our growth efficiently.”
Ready to transform your last mile delivery experience?
See how Detrack can help you reduce customer service calls, prevent failed deliveries, and build lasting customer loyalty. Our platform serves logistics providers, 3PLs, courier services, and delivery businesses of all sizes.
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Last mile delivery and customer experience – frequently asked questions
What’s the biggest mistake with delivery notifications?
Either sending too many updates (training customers to ignore them) or too few (leaving customers anxious). The optimal approach is 3-4 strategic touchpoints: order confirmation, out for delivery with ETA, driver approaching, and delivery complete.
Why should delivery notifications be branded?
Generic, unbranded notifications create confusion and can look like phishing attempts. Every delivery touchpoint should include your logo and match your brand’s tone to reinforce trust and recognition.
What makes a good delivery ETA?
Avoid wide windows like “8am-6pm.” Use real-time ETAs that update based on actual driver location. Customers need accurate information they can actually plan around, not vague timeframes.
What is proactive exception management?
Notifying customers about delays or issues before they have to ask. Your system should alert both your team and the customer the moment something goes off-plan—not after they call to complain.
Should I offer multiple notification channels?
Yes. Some customers prefer SMS, others email, and some want both. Providing choice ensures important updates actually reach your customers.
Why does electronic proof of delivery matter?
Paper receipts get lost and offer no dispute protection. Electronic ePOD with photos, timestamps, and digital receipts protects your business and gives customers immediate confirmation. When branded with your logo, it completes the customer experience.
How often should I review my delivery communications?
Regularly. Customer expectations evolve and your business grows. Review which notifications drive satisfaction, which generate support queries, and where customers experience friction to continuously improve your last mile experience.
How do I measure ROI on last mile customer experience improvements?
Track three key metrics: WISMO call volume (reduction in “Where Is My Order” inquiries to your support team), failed delivery rates (fewer missed deliveries means lower redelivery costs), and customer retention rates. Most businesses see WISMO calls drop by more than 50% after implementing automated notifications, and each prevented redelivery saves fuel, driver time, and customer goodwill.
What are the hard cost savings from delivery automation?
Delivery automation delivers savings in two key areas: reduced support costs and fewer redeliveries. Calculate your support team’s hourly rate multiplied by hours saved from fewer WISMO inquiries. Then add redelivery costs (fuel, driver time, vehicle wear) multiplied by how many failed deliveries you prevent through better communication.
How much can I actually save by reducing WISMO calls and failed deliveries?
For a typical delivery business, reducing 100 WISMO calls per month at 5 minutes each saves over 8 hours of support time monthly. Preventing just 10 redeliveries per week can save thousands in operational costs annually when you factor in fuel, driver time, and the cost of customer dissatisfaction.
Our delivery process is complex. Can Detrack handle it?
Yes. Whether you have recurring deliveries, specific zone-based requirements, or need custom data fields, Detrack’s platform and robust API integrations are designed for complexity. We ensure your unique workflow is automated and branded, without exception.
What features should I look for in delivery management software?
Look for automated customer notifications (SMS and email), real-time GPS tracking, customizable branding options, electronic proof of delivery (ePOD) with photo capture, exception alerts, API integrations, and robust reporting. The best delivery tracking software provides end-to-end visibility while maintaining your brand identity throughout the customer journey.
