Last-mile delivery is the final step of the delivery process – and arguably, the most important. It’s where customer impressions are formed and loyalty is either strengthened or broken.
Here's how live last-mile delivery tracking keeps consignments and customer experience on track.
What is last-mile delivery?
Last-mile delivery, also called final-mile delivery, transports goods from a distribution centre, such as a factory or warehouse, to their ultimate destination – usually a customer’s home or business premises.
Why last-mile tracking should be your first priority
No matter the industry, consumers and businesses have high expectations for last-mile delivery – including the assumption that they’ll be able to track items in real time.
For 60% of consumers knowing when a package will arrive is considered more important than speed.
Visibility isn't just important for big deliveries. 89% of people regard tracking as essential for high-value items, but a comparatively high 72% consider it important for lower-value items.
Delivery can also have an emotional impact. We’ve all heard of buyer’s remorse, but today many people experience ‘pre-parcel anxiety’. This describes the unease and anxiety people experience between order placement and delivery. For B2B transactions, where shipments often represent critical components or inventory replenishment, this anxiety translates to tangible business costs.
The benefits of real-time visibility
Last-mile delivery tracking offers a truckload of benefits, including:
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Operational certainty
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Improved customer experience
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Proactive risk management and mitigation
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Increased trust
Operational certainty
Real-time tracking eliminates guesswork from the delivery process – enabling your customers to plan their schedules around accurate ETAs. In turn, they can cut down on the expensive extra time added to account for delivery unknowns – also known as buffer time. This is particularly important when dealing with international deliveries, where packages move through multiple countries and customs checkpoints.
Improved customer experience
When customers have access to tracking information it reduces order queries and frees up teams to focus on other tasks. Less time spent ‘on hold’ equates to a better customer experience.
We've seen this firsthand with a client who needed delivery for confidential legal documents. Legal Support Team Leader, Paul Vincent confirms: "The real-time tracking shown on the map overlay is very useful to see the exact status and location of the delivery." This visibility eliminated unnecessary status calls, allowing legal staff to focus on casework rather than package-chasing.
Proactive risk management and mitigation
Last-mile delivery tracking systems identify potential delays before they become critical problems. This makes it easy to adapt to changing circumstances and implement contingency plans.
Increased trust
When customers can track their shipment's journey in real-time, they feel informed and in control. Even if delays occur, this visibility maintains their confidence in your services.
How Firstpoint's tracking technology works
Our last-mile tracking solution uses geo-location tech to keep you and your customers in the loop – every step of the way.
Follow your item’s journey in real time
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See exactly where your package is on a live map
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Check the estimated delivery time
Access driver information
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View the driver's full name and identification details
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Check vehicle information
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Update delivery options
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Redirect your package to a different address
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Reschedule the delivery for a more convenient time
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Nominate an alternative person to receive your items
Verify successful deliveries
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Access timestamped delivery confirmations
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See the exact weight and number of items delivered
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View photographic proof of delivery
Receive live notifications
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Get instant email alerts at key delivery milestones
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Receive SMS updates without having to check the app
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Share tracking information with your customers
Last-mile delivery that leaves a lasting impression
Last-mile delivery tracking proves that the journey is just as important as the destination. From dispatch to doorstep, each notification and map update creates the visibility customers value, resulting in enhanced satisfaction and improved retention rates.
