It’s human nature to want to know the exact whereabouts of something that’s expected to reach them, whether it’s a person or goods. Nowadays, modern shoppers demand transparency throughout the entire purchase process in real time, from the moment they place their order online until it arrives at their doorstep. Studies have shown that 51% of online shoppers desire real-time updates on their order’s status, and 93% want to receive proactive updates, as it gives them a sense of transparency. It’s clear that retailers must leverage fleet tracking mechanisms in the last mile to achieve customer satisfaction.
But how are retailers currently faring on the transparency front? According to a survey, 73% of supply chain managers claim that they are not equipped technologically to provide real-time tracking of orders for their customers.
What do retailers stand to lose if they don’t provide transparency?
Poor customer experience: This shouldn’t come as a surprise. Customer experience is the foundation of any successful business, and in this day and age: retail and e-commerce organizations must implement a turn-by-turn tracking system that delivers automated notifications to customers on their order, through a separate tracking page with turn-by-turn navigation to ensure complete transparency.
Revenue loss from change in loyalty: Poor customer experience often leads to customer trust being broken. As a result,they start shopping elsewhere, resulting in decreased sales.
Zero visibility on proof of delivery: It’s crucial to deliver the order to customers and provide them with visibility while doing so. It’s also essential to obtain visibility on the order and provide the delivery team with the necessary information.
Retailers must integrate a real-time tracking system into their logistics system and a tracking page on their website for their customers.
Enhance the Customer Experience and improve Operational Visibility with real time tracking
Automated Tracking System for the last mile
Locus provides a white label tracking page module that offers real-time tracking capabilities and automated notifications to customers about the status of their orders. This module can be integrated with a company’s logistics system to provide transparency to customers during the last mile of delivery.
Locus’ comprehensive tracking solution offers several features, including:
Real-time ETAs
Locus’ tracking solution provides real-time order tracking for pickup and drop visits, giving dashboard users and end customers visibility into the progress of their orders. This feature updates the estimated time of arrival (ETA) dynamically as the rider or driver moves closer to the delivery location.
Multi-device support
The tracking solution can be accessed on mobile phones, tablets, and computers, providing flexibility to dashboard users and end customers to check relevant updates on the go.
Order details and status
The tracking page displays order ID and SKU-level details for pickup and drop visits. For drop visits, the link shows different order statuses, such as order created, order accepted, order dispatched, and order delivered. The drop visit track link also displays ETA and a progress bar for the order, giving customers an idea of the time left before final delivery.
Rider/driver details and location
The tracking page displays the rider or driver’s name and photo, and shows their live location on a map with pickup and drop location markers. This feature enables dashboard users and end customers to see the travel route taken by the rider or driver for pickup and drop.
Delivery instructions for drivers
Delivery instructions, or notes, from dashboard users and end customers are displayed to riders or drivers, helping them pick up and drop an order as required. Customers can also edit the delivery instructions for better flexibility, resulting in fewer canceled pickups and drops.
Flexible rescheduling of orders
Dashboard users and end customers can reschedule pickup and drop visits using the tracking link, enabling end customers to select a delivery slot on the current day or a future delivery date of their choice.
Connect with drivers
The tracking solution provides an option for dashboard users and end customers to call the rider or driver to provide oral instructions or inquire about the reason for excessive delays in pickup or drop.
Customer feedback
End customers can provide delivery-related feedback using the tracking link for drop visits, enabling clients to measure customer satisfaction and take measures to improve it.
Tracking and control of fleets
Your customers can track the location of their packages, but how do you keep tabs on your fleet for quicker deliveries? Locus’ control tower feature can assist you in obtaining exceptional fleet tracking capabilities across various fulfillment channels, enabling you to take active control of your fleets and make real-time adjustments in the event of any exceptions like unscheduled halts, deviations, changes in delivery window.
Feature modularization
Information on the tracking page displays as modules, including the header, driver, status, customer, and order modules, which are configurable based on the clients’ requirements. Additionally, reschedule, call, and feedback features are configurable based on the clients’ needs.
Supports promotional banners
The tracking solution supports promotional banners, enabling clients to promote repeat sales of the same product, cross-sell related products, or upsell high-end products. Clients can also use banners to inform end customers about marketing-related info such as discounts, coupons, vouchers, etc. Banners are visible to end customers, resulting in increased sales and revenue for clients.
Locus’ logistics solution can help streamline the delivery process and provide much-needed transparency to customers, leading to increased satisfaction. If customer complaints about the lack of tracking features on a website or logistics software are a problem, reach out to Locus to book a demo today.
Sources
https://www.qualtrics.com/blog/qualtrics-servicenow-customer-service-research/
https://www.oracle.com/webfolder/s/adv/doc1/RT153-SURV-LastMile-Mar-2018.pdf
https://talkbusiness.net/2019/11/report-most-supply-chain-managers-face-rising-pressure-to-increase-shipping-speed-reduce-costs/