Last-mile carrier tracking: how important is it for customers & carriers
By FarEye | October 17, 2022
The world is advancing at a very fast pace in all business sectors. This is particularly true in logistics and transportation because of the growing needs and expectations of consumers. Any customer who is shopping online expect accurate and speedy delivery with the shipment tracking data.
Gone are the days where customers would wait for two to three days when free delivery is offered. Today, customers are ready to opt for paid delivery if it can happen same day.
95% of customers who order online demands shipment visibility, an option to track order, real time shipping info of the package they want to receive.
On the other hand, the technological solutions are also on hype to satisfy these growing consumer delivery demands.
This has turned the deliveries in the last mile very challenging and critical. Carrier providers are required to move faster to tackle these growing demands. All of these constitutes to the need for efficient last-mile carrier tracking and how technology can help solve this complex last mile problem.
What is last-mile carrier tracking?
Last-mile carrier tracking is the process of providing real-time visibility to the end customers about their shipment such as package location, estimated arrival time, driver name and number, etc. Logistics companies have made this tracking information very detailed for their customers by embracing last-mile technology.
Types of Last-mile Carrier Tracking
Last-mile Tracking has two types. One is for end customers and the other for delivery companies.
1. For end customers:
It should give all the tracking details such as where the package is, estimated arrival time and who will deliver the package.
2. For logistics carriers:
This gives a broader picture of the delivery operations and provides insights to make it better.
What is a last-mile carrier?
Last Mile carriers are the shipping logistics companies who transport the packages from the nearest hub to an end customer at a relatively lower cost and less time.
Some last mile carrier companies are FedEx, DHL, UPS, USPS and other local courier companies operating in specific geographies.
These carrier companies always strive to provide delightful experiences to their customers by optimizing the deliveries in the last mile.
Last-mile Tracking for End Customers:
Customers today are very particular in making a purchase and choosing the carrier for their package shipment. They do a handful research and compare their shipping charges, past reviews, service ratings in their location, etc.
This makes the customer acquisition and retention harder for the carrier companies without providing exceptional delivery experience. It is also true that customers are now expecting real time data about their shipment transition such as:
- Delivery vehicle tracking in real time
- Communication with driver via phone
- Estimated drive time
- Option to provide the ratings
(Fig: Customer Notifications in Last-mile Delivery)
Businesses are now implementing Last-mile Tracking software to avail all the features as per the customer demands. In addition to offering visibility to end consumers, delivery managers/head would also wish to get a holistic view of overall parameters and vehicle location.
Below are some of the features that FarEye’s last-mile tracking software can help improving the delivery experience:
SMS Text Alerts:
This feature will send an automatic SMS alert while picking up for delivery and keeps the customer notified about the shipment transition.
This is a win-win situation for businesses and customers. A customer will be provided with driver name and number to call.
On the other hand, it also helps driver to inform them to be available for the shipment pickup.
Real-time Vehicle Tracking:
Customers today expect the real time data of the vehicle location, estimated ETA, route taken to reach. Our software offers it.
(Fig: Real-time Vehicle Tracking at the Consumer End)
Proof of Delivery:
Proof of Delivery is a feature on the FarEye mobile app where the customer digitally signs acknowledging the receipt of valuable documents. This makes the driver job easy and reduces fraud attempts.
Reviewing and Rating:
Our tracking software will send an email to the customers for rating the delivery experience. This depicts importance and value towards them.
(Fig: Rating & reviewing option for end consumer)
The chart below depicts customer expectations from the carrier company during the delivery:
Fig: (source) Last mile customer expectations
Improving on real-time visibility and same-day delivery would make your services customer focused.
Last-mile Delivery Tracking for Logistics Carriers:
Last-mile visibility and tracking is also important for logistic providers to get a holistic view of delivery processes in the last leg of the supply chain. This can be achieved by:
Tracking shipments once they are loaded onto delivery vehicles
A carrier company should track the shipments upon heading for the delivery by providing the SMS notifications, Expected ETAs and other real-time data to the end customer. This keeps the them updated about their shipment delivery status. The last-mile delivery tracking software should incorporate this feature so that you know the location of the driver, pending deliveries, successful deliveries, estimated time needed to accomplish.etc.
This ensures the safety of driver and end customer by getting their digital signature. During the delivery, package arrival notification and link for a digital signature is sent. This alerts them to acknowledge the package reception by providing their digital signature and helps businesses in maintaining records.
Building a Customer-centric Logistics Ecosystem:
It consists of analyzing all the last-mile process parameters such as no of successful and failed deliveries, ratings and reviews of the customers, on-time and delayed deliveries, distance covered, and routes followed. Driver-wise and time-wise measurement of the delivery performances is also crucial top optimize the final mile operations.
This shows that the visibility is important for both logistic providers and the end customers to build the customer-focused last-mile strategy.
Minimize Last-mile Costs:
For a logistics provider, the costs incurred in the last mile are very high without the proper optimization of the delivery processes. Last-mile tracking enables businesses to understand the pain points and make them better. This saves the cost and increases the profit margins.
To conclude, last mile carrier tracking helps both logistic businesses and end consumers by giving them the visibility they needed.
From the logistics provider standpoint:
- Delivery managers can have a full control on their vehicles and operations.
- Building a customer-focused logistics ecosystem providing delightful customer experiences.
From the end customer standpoint:
- It keeps customers updated throughout the delivery process.
- Gives explicit package visibility without any surprises.
FarEye is a leader in deploying the last-mile delivery tracking technology that has been helping logistics enterprises in United Kingdom (UK), Europe, United States (USA) and all over the world.
How long does a last mile carrier take to deliver?
How long do last mile carriers take to deliver depends on how quickly the customers want their orders. The e-commerce industry has given shape to flexible deliveries. Enterprises have enough logistics and tech power to make 15 minutes to same-day deliveries.
How does last-mile delivery work?
Last-mile delivery refers to the series of final steps before the end customers receive their order. It starts with orders arriving at a hub and then being allocated for delivery agents based on customer addresses. Once the delivery agents are assigned, the orders are loaded. The last leg ends with the delivery of the order to the customer along with obtaining proof of delivery.