The Complete Guide to Last-mile Delivery

In today’s fast-paced economy, your customers demand rapid, reliable, and flexible delivery. From your door to theirs, last-mile delivery is the home stretch of that journey.

What is Last-mile Delivery?

Last-mile delivery, also called final-mile delivery, is the final step in the delivery process. It’s where your item is picked up from a distribution centre, warehouse, or factory, and delivered to its ultimate destination.

As the most crucial stage of the journey, last-mile delivery directly impacts customer experience and satisfaction – making it one of the most challenging parts of the fulfilment process.

How Does Last-mile Delivery Work?

Generally, last-mile delivery involves the following steps:

Order processing

Once an order is placed, details are sent to the nearest warehouse, distribution centre, or factory for processing.

Picking and packing

The order is picked from the shelves, sorted, and packed – ready to be collected for delivery.

Route optimisation

Your logistics partner will plan the most efficient route to avoid traffic and ensure timely delivery.

Delivery loading

Items are loaded onto a delivery vehicle – this could be anything from a small van to an articulated lorry.

Journey tracking

Your delivery or logistics partner provides real-time tracking of your item – allowing you to monitor the entire journey.

Delivery attempt

If your customer isn’t available on the first delivery attempt, redelivery is organised, or the item is left in a safe location.

Proof of delivery

Upon successful delivery, the driver confirms receipt of the item with a signature and picture evidence for complete peace of mind.

Feedback

Driver feedback is collected to help improve the overall customer experience and optimise future deliveries.

Common Challenges of Last-mile Delivery

Last-mile delivery presents various logistical challenges, including:

Congestion

Delivering to urban areas often comes with traffic delays, making it challenging to meet time-critical delivery windows.

Cost

Multiple stops, increased fuel consumption, higher labour costs, and redeliveries can make last-mile delivery expensive.

Complexity

Handling precious cargo and coordinating multiple deliveries to different locations requires precise planning, and deft execution.

Coordination

Couriers need smart tracking, routing, and communication technology to keep deliveries on schedule, and customers informed.

Availability

Deliveries may be delayed or missed if customers aren’t available to take them, resulting in costly redelivery attempts.

Accessibility

Delivering to rural or awkward locations can be time-consuming, expensive, and difficult to access.

Find out how Firstpoint takes care of the last-mile – get your free platform demo today

Talk to sales

Benefits of Last-mile Delivery

Despite the challenges, a trusted last-mile delivery partner offers a truckload of benefits, such as:

Improved customer satisfaction

Last-mile delivery gives your customers what they need, when they need it – improving satisfaction and building loyalty.

Competitive edge

Reliable and timely last-mile delivery could be the deciding factor when it comes to choosing between you and your competitors.

Operational efficiency

A last-mile logistics partner can streamline your operations, reduce errors, optimise routes, and ensure efficient deliveries.

Cost efficiency

An expert in last-mile delivery minimises fuel consumption and labour costs, while reducing the likelihood of redelivery attempts.

Flexibility

A last-mile logistics partner can help you adapt to seasonal demand, fulfil last-minute orders, and deal with different types of cargo.

Real-time tracking

Real-time geo-tracking gives you and your customers complete visibility of the journey – adding transparency, and removing uncertainty.

Reallocate resources

Outsourcing last-mile deliveries to a trusted logistics partner frees up resources, so you can focus on what you’re good at.

Vehicle fleet

With a fleet of on-demand vehicles ranging from small vans to articulated lorries, firstpoint has your requirements covered.

Last-mile Delivery Use Cases

Last-mile delivery is a key part of the supply chain for a variety of industries. So choosing a flexible, experienced, and reliable logistics partner is vital.

The world of e-commerce is fiercely competitive, with consumers expecting next-day and even same-day delivery as standard. Last-mile delivery satisfies that demand, and ensures your customers receive their orders on time, every time.

With perishable items such as groceries, time is of the essence. Last-mile white glove delivery services use temperature-controlled vehicles and optimised delivery routes to keep fresh produce, fresh. For beverages, just-in-time dray delivery keeps pubs, micro breweries, pop up venues, and festivals stocked – and customers refreshed.

In healthcare, time-critical deliveries can be a matter of life or death. Last-mile white glove delivery ensures medical supplies, specialist equipment, and life-saving machines are handled with care, and delivered at speed.

High-value items like smart devices, TVs, and computers require delicate handling and secure transport. Last-mile white glove delivery keeps these items secure in transit, and ensures they reach their final destination without damage.

Bulky items like furniture, carpets, and other large appliances can be awkward to deliver. Specialist last-mile delivery services ensure these items are carefully transported, offloaded, and placed where they’re needed.

Last-mile white glove delivery is crucial for the secure, timely, and compliant handling and delivery of court filings, sensitive documents, trial materials, contracts, and other highly valuable documentation.

Last-mile delivery transports building materials, equipment, and machinery to construction sites. Supporting just-in-time inventory management, site coordination, and minimising storage costs.

Specialist last-mile delivery provides transport for vital energy infrastructure such as solar panels, wind turbine parts, and bioenergy equipment. This helps coordinate multiple shipments to remote locations, and keep project timelines on track.

Last-mile delivery supports the transportation and coordination of raw materials, mechanical parts, and specialised equipment. This could be to project sites, warehouses, and manufacturing plants with just-in-time assembly lines.

Your First Point for Last-mile Delivery

Looking to master the last-mile? Look no further. Trusted by the likes of Apple, NHS, and Sainsbury’s – you’ll have access to fast, flexible, and reliable last-mile delivery – so you can send anything, anywhere, anytime.

Smart technology for smarter deliveries

Thanks to our live geo-tracking, you can follow your consignment from pick-up to drop-off, and get notifications at each stage of the journey. This gives you complete visibility, allows you to react to issues in real time, and keeps your customers at ease.

Seamless integration, effortless deliveries

With a single dynamic API, our system works seamlessly with yours. Thanks to a simple yet powerful dashboard, you’ll get all the insights you need to optimise processes, deliver value, and delight customers.

You name it, we deliver it

From everyday items to precious cargo, our vast network of couriers deliver almost anything. Whether it’s a life-saving organ, a crucial engine part, or everyday fresh produce – we’ll get it there swiftly and securely.

Cool, calm, collected in one hour

Time-critical delivery? No sweat. Sixty minutes is all it takes for us to collect your consignment. Just tell us where and when, and we’ll have it on the road in no time.

Global coverage, local expertise

With a network of over 100,000 partners, we cover 99% of the globe. From far-flung villages to bustling cities, there’s (almost) nowhere we won’t go.

Dedicated multi-drop

Need to get multiple items to different places? We’ll bring all the moving parts together with a dedicated multi-drop service – and deliver everything in one journey.

There when you need us

Our dedicated support agents are available 24/7. Night or day, you’re never in the dark.

Find out how Firstpoint takes care of the last-mile – get your free platform demo today

Talk to sales

FAQs

Customer support

E-commerce

We use advanced route optimisation software, invest in real-time tracking technology, and offer flexible delivery options like scheduled deliveries or local pickup points to enhance efficiency and customer satisfaction.
Emerging technologies, like autonomous vehicles and drones, promise even greater efficiency in the future. Companies are also using AI to predict consumer behaviour and optimise delivery routes.
Sustainability is a priority at Firstpoint Logistics. We use electric vehicles where possible and optimise routes to minimise our environmental impact, helping you make greener choices with every delivery.
We know speed is essential. That's why we offer expedited options, such as same-day and next-day delivery.
Tracking your delivery is simple with our real-time tracking system. You can monitor your package's journey online or via our mobile app, keeping you updated every step of the way.
Returns are just as important as deliveries. Our efficient return management system enables us to handle your returns smoothly and promptly for a hassle-free experience.
Yes. We offer scheduled deliveries, allowing you to choose a delivery time that fits your schedule, giving you the convenience and flexibility you need.
Your parcels are safe with us. We use sealed and tamper-evident packaging, secure transit methods, and geolocation tracking. We only hand over deliveries to verified recipients and require photo confirmation to ensure your items arrive securely.
Handling large or special items is what we do best. We use special arrangements and equipment to deliver bulky or fragile items safely and efficiently, ensuring they reach your customers in perfect condition.
Our pricing models vary based on distance, delivery speed, and type of goods. We offer competitive rates, whether it’s a flat rate or charges based on mileage or item size.
During peak times, we ramp up our workforce, optimise delivery routes, and use advanced predictive analytics to manage increased volumes. This ensures timely deliveries, even during busy periods.

Customer support

Our dedicated customer support team is here for you. Available through phone, email, and live chat, we resolve any delivery issues promptly.
We offer insurance options to protect your items against loss or damage during the delivery process, giving you complete peace of mind.
Timely deliveries are our forte. We use advanced routing algorithms, real-time traffic updates, and efficient logistics planning to ensure your packages arrive on time.
We use collaborative logistics platforms to share resources and information, enhancing efficiency and ensuring a smooth delivery process from start to finish.
Your feedback is invaluable. We use it to improve our service quality, address recurring issues, and enhance the overall delivery process.

E-commerce

E-commerce has revolutionised last-mile delivery, increasing volume and expectations. We continually innovate to adapt and meet these new demands.
Using smaller vehicles, like e-bikes or scooters and optimising delivery times to avoid peak traffic, we ensure timely deliveries even in busy urban areas.
We manage last-mile delivery costs through efficient route planning, shared delivery networks, and sometimes passing a portion of the costs to consumers. Our focus on technology helps minimise costs while maintaining high service quality.
We handle a wide range of goods – from consumer electronics and clothing to perishable food items and furniture. Each type requires different handling and delivery strategies, which we manage expertly.
We measure success through key performance indicators, like delivery time accuracy, customer satisfaction scores, first-time delivery rates, and cost per delivery. Regular analysis helps us refine our strategies and improve service.
If you’re not home, we can leave the package in a pre-agreed safe place, attempt redelivery at another time, or drop the package at a nearby pick-up point.
Our training programs cover customer service, handling procedures for various goods, route navigation, and the use of technology tools, like handheld scanners and GPS tracking devices.

The Complete Guide to Last-mile Delivery

Contents

Contents

What is Last-mile Delivery?

How Does Last-mile Delivery Work?

Order processing

Picking and packing

Route optimisation

Delivery loading

Journey tracking

Delivery attempt

Proof of delivery

Feedback

Common Challenges of Last-mile Delivery

Congestion

Cost

Complexity

Coordination

Availability

Accessibility

Find out how Firstpoint takes care of the last-mile – get your free platform demo today

Benefits of Last-mile Delivery

Improved customer satisfaction

Competitive edge

Operational efficiency

Cost efficiency

Flexibility

Real-time tracking

Reallocate resources

Vehicle fleet

Last-mile Delivery Use Cases

E-commerce

Food and beverages

Healthcare

Consumer electronics

Furniture and furnishings

Legal

Construction

Renewable energy

Engineering

E-commerce

Your First Point for Last-mile Delivery

Smart technology for smarter deliveries

Seamless integration, effortless deliveries

You name it, we deliver it

Cool, calm, collected in one hour

Global coverage, local expertise

Dedicated multi-drop

There when you need us

Find out how Firstpoint takes care of the last-mile – get your free platform demo today

FAQs

How do you optimise last-mile delivery?

How can technology help in last-mile delivery?

Do you offer sustainable delivery options?

Do you offer expedited delivery options? Like same-day or next-day?

How can I track my delivery?

How do you handle the logistics of last-mile returns?

Can I schedule a delivery at a specific time or window?

What measures do you take to secure my parcels?

How do last-mile delivery services handle large or special items?

What pricing models do you offer for last-mile delivery?

How do businesses handle peak delivery times?

Customer support

Do you offer customer support for delivery issues?

Do you offer insurance options for shipped items?

How do companies ensure timely deliveries?

What collaboration tools do you use in last-mile delivery?

How do you use customer feedback?

E-commerce

What impact has e-commerce had on last-mile delivery?

How do last-mile delivery services handle urban congestion?

How do you handle the costs associated with last-mile delivery?

What types of goods are most commonly handled in last-mile delivery?

How do companies measure the success of their last-mile delivery operations?

What happens if I’m not home to receive a delivery?

How do you train your last-mile delivery personnel?

Contact us today to see how we can help you and your company.