Last Mile Customer Experience: It is no longer about reaching destinations, it is about reaching people

Last Mile Customer Experience

73% of all people in the US point to last mile customer experience as an essential factor in their purchase decisions. – PwC, Future of Customer Experience report. 

Last mile delivery is the only chance where a brand has to actually meet the customer. This impression creates an image of your business and messing up in this stage could hurt your reputation. Hence, building a positive customer experience matters a lot in last-mile delivery. 

Last-mile delivery businesses that can ensure an amazing delivery experience win the customers. On top of it, the COVID-19 pandemic has also reiterated the need for a fast, reliable, safe, and convenient last-mile delivery experience. 

Why should you make deliveries to ‘people’ and not to an address?

Customer experience is everything

Last mile Customer experience is everything. There are no two ways about it. Customer experience creates both frustrated and satisfied customers. Here are some problems that brands usually encounter during last-mile delivery that could possibly lead to a bad customer experience. 

Challenges in building a lasting last mile customer experience 

Missed and Failed Deliveries

Delays in the last-mile delivery can turn into a serious issue in this age of same-day delivery. Uncontrollable factors like road closure, traffic, or last-minute maintenance issues can delay your delivery. 

Poor communication with customers

Consumers expect timely updates on their packages. Many companies fail to offer real-time updates. This lack of transparency spoils the delivery experience, thereby leading to frustrated customers. 

Managing delivery volumes

Peak delivery periods pose the biggest challenge for logistics firms. The difficult part is managing the burden with your existing workforce and still ensuring on-time deliveries. 

Rising Delivery costs 

Last-mile delivery is costly but the truth is customers want either free deliveries or are willing to pay minimal delivery charges. Customers make their online buying decisions based on the shipping cost. Therefore, delivery companies, beyond meeting SLAs, should also make their shipping costs affordable to customers. 

How do last-mile technologies enable deliveries to people? 

Customer experience in the last-mile delivery

Customer experience in the last-mile delivery depends on aspects like:

  • Speed
  • Convenience
  • Efficiency
  • Conduct, and
  • Communication.

Last-mile technologies are enabling logistics companies to meet their consumers’ expectations, even during this lockdown. 

Route Planning software for last mile customer experience

Route planning software provides real-time route alerts and accurate addresses that can reduce delays significantly. It enables delivery agents to counter dynamic route-related issues like traffic or diversions. 

Check Out: The Definitive Guide to Logistics Route Planning

Route optimization software helps fleet managers to integrate new orders into the delivery schedule. It enables them to shift deliveries to other drivers automatically, in case of a vehicle breakdown. Thus, it enhances flexibility in allocating routes while taking delivery parameters into account.

Real-time tracking solution

Monitoring the efficiency of drivers is crucial in making last-mile deliveries efficient. Real-time fleet tracking solutions help logistics businesses to compare their planned and actual delivery performance. 

Real-time tracking software provides granular insights in terms of interactive reports. Its instant alerts on exceptions and delays based on the dynamic on-ground conditions enhance drivers’ productivity. It enables fleet managers to quickly analyze if deliveries have reached the right customer at the right time. 

Real-time tracking software helps logistics companies provide delivery alerts frequently. It even enables customers to choose their preferred delivery time windows

Electronic Proof of Delivery to enhance last mile customer experience

The COVID-19 pandemic has temporarily stopped face-to-face deliveries. 

Electronic Proof of Delivery becomes crucial in such circumstances. An e-POD with real-time communication channel enables deliveries to people while ensuring the safety.

Parcel sorting software 

Manual parcel sorting consumes a lot of time at the warehouse. A parcel sorting software runs an automated process that eliminates human dependency. Its geocoding ability maps the right address irrespective of the quality of address and generates an optimal delivery route that suits a driver. It ensures that the most profitable routes are allocated to the right delivery agent, thereby increasing on-time delivery fulfillment. 


Last-mile technologies improve the delivery experience and reduce delivery failures, thereby avoiding reputational damage. They make your deliveries safe, efficient, quick, and affordable. 

Locus’ last-mile delivery software facilitates deliveries directly to the recipient. It is a viable and cost-effective solution for a myriad of problems the delivery industry faces. Apart from saving costs and enhancing efficiency, it helps in managing the delivery expectations of customers. 

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