The omni-channel supply chain is a complex, ever-evolving business unit. Retailers of all sizes struggle to maintain their base of loyal customers. This is because 81% of retailers surveyed reported that their supply chain was not prepared for the implementation of omni-channel retail strategies. Despite being ill prepared, many retailers began offering omni-channel services because it is what customers expect. If executed properly this strategy can help to capture additional market share and further build customer loyalty. Retailers have started focusing on the last mile delivery portion of their omni-channel supply chain because this is the last direct contact with customers and often leaves the largest impression – hopefully a positive one. This makes last mile delivery the most critical stage of the supply chain. LMD poses a significant challenge for retailers due to the cost to own and operate a personal delivery fleet. This forces many retailers to work with a variety of the 4,000+ transportation providers nationwide. Many of these local and regional carriers utilize their own proprietary software solutions to manage their day-to-day operations, adding another layer of complexity to the retail supply chain. This typically leaves retailers with a very fragmented view of the audit trail, making it more difficult to share this information with curious customers. In an effort to better serve customers retailers have started sending post delivery surveys to collect much needed feedback on customer satisfaction. This data should be collected and managed in one centralized system such as a warehouse management system where the data can be easily viewed and used for critical decision making. If evaluating new WMS software for this purpose look for a solution that is accessible anywhere and on any device, integrated with carrier partner software and equipped with relationship management capabilities. Retail businesses focusing on the success of last mile delivery services have also started to consider alternative delivery services. Omni-channel retailing is complex due to the variety of demands from consumers. There is no one size fits all solution so retailers must be creative in their service offerings. Your last mile delivery services should provide a long-lasting positive perception of your business. Focus on the quality of your service by constantly collecting data, monitoring performance and making changes. To learn more about how last mile delivery can provide your retail operation with competitive advantage contact Datex experts today at marketing@datexcorp.com or 800.933.2839.

1. LAST
MILE DELIVERY :
USING EXCELLENCE IN
COURIER & DELIVERY
SERVICE TO SATISFY
DEMANDING CUSTOMERS

2. Last Mile Delivery & Omni-Channel Retail
• 81% of recently surveyed retailers reported that their supply chain
was not properly prepared to implement an omni-channel retail
strategy.
NotPrepared Prepared

3. Last Mile Delivery & Omni-Channel Retail
• Many retailers began offering omni-channel services regardless of
preparedness because it has become the industry standard and they
realize, if done well, it can help them capture new customers and
build customer loyalty.
• Of omni-channel services offered, providing a positive last mile
delivery experience can be a key differentiator for retailers because it
is typically the only direct touch to consumers throughout the supply
chain. The last mile is the last opportunity to leave the customer with
a positive impression.

4. Retail Transportation & Logistics: The Last
Mile Delivery Challenge
• The cost to own and operate a delivery fleet is a significant capital
investment. This is why many retailers choose to work with external
transportation and logistics providers.
• Nationwide there are over 4,000 local regional carriers for retailers to
utilize in any combination or frequency. Many of these 4,000
transportation providers use proprietary software solutions to
manage their day to day operation.
• Accessing carrier data is complex and time consuming so this often
leaves retailers with a very fragmented supply chain audit trail. This
makes it more difficult to manage and track the customer experience.

5. Post Delivery Surveys & WMS
• Survey responses should be collected and managed within one
centralized, easily accessible platform such as your warehouse
management system. Here results can be translated into measurable
analytics used to make business critical decisions regarding the
customer service experience.
• If using a WMS for this purpose look for a solution that is:
1. Accessible from anywhere and using any device – allows staff to answercustomer
questions at any time
2. Integrated with carrier partner software – access real-time delivery data for fullaudit
trail visibility
3. Equipped with relationship management capabilities including service & performance
metrics – track carrier performance for evaluationpurposes

6. Offer Alternative Last Mile Delivery Services
• If your transportation partners continue to struggle with the layersof
supply chain complexity or in managing direct interaction with your
customers, consider alternative last mile delivery services.
• Because there is no “one size fits all” last mile delivery solution, not
every customer will be satisfied with direct-to-door delivery. In these
instances alternatives such as Click-to-Collect or Smart Lockers may
be potential substitutes.
• These solutions eliminate a layer of complexity in your supply chain
operation and can also provide valuable alternatives for consumers
with differing requirements and needs.

7. Conclusion
• In addition to meeting the needs of consumers with high
expectations for quick delivery, it is critical that your last mile delivery
service provides a long-lasting positive perception of your business.
Many times your transportation partners represent you in this last
mile.
• Focus on the service you provide to your customers by constantly
collecting data, monitoring performance and making changes with
the help of your technology as well as with post delivery feedback.
• By providing excellent service and information transparency, your
customer-centric last mile logistics can provide your business with a
competitive advantage and source of positive validation.

8. Contact Us
Sources:
http://www.logisticsminded.com/challenges-of-the-last-mile-delivery-in-serving-e-commerce-business/
http://talkinglogistics.com/2014/02/26/critical-factor-last-mile-delivery-managing-end-customer-experience/
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