06 September 2018
What do customers expect from
deliveries in 2018?
expectations today is perhaps more challenging than it has ever been. Across
every sector and area of service, customers anticipate more from the businesses
they use, and ever-increasing competition means they have more options than
ever to find it.
So, when it comes to
deliveries, what do customers really want? And how can your business be sure to
The Amazon effect
There can’t be many of
us who have never received a parcel from the world’s biggest online sales
platform. As we explored in a previous blog about the impact Amazon has
had on the world of retail, Amazon has almost single-handedly revolutionised
the way consumers shop and receive goods, largely thanks to its quick and
flexible delivery processes.
As a result, customers
have come to expect fast and convenient dispatch of their orders, for their
goods to be delivered to a location that suits them at any given time, and to
be kept in the loop throughout. When speed, reliability and transparency are
top of your customers’ wish lists, here’s how your business can ensure it
Getting the goods there fast
Speed is perhaps the
number one priority for most consumers these days; today’s hectic pace of life
often means orders are placed just days before they’re needed. Whatever the
range of delivery options your business offers, most customers are unlikely to
give you a second chance if your business fails to get their order to them
within their chosen timeframe.
Providing a timely
delivery service is all in the planning. With orders coming in from all over
your geographic market area every day, your business needs a system that
enables you to schedule the most fuel and time-efficient delivery routes for
your fleet, and to ensure agility when unexpected hitches occur.
proof-of-delivery (EPOD) solution can tackle this continual process with ease,
allowing you to place every order on the vehicle and route that will get it to
the customer exactly when it needs to, automatically or manually, and with a
digital footprint that keeps your drivers up to speed. New orders can be
seamlessly integrated into your route plans as they come in, and fleet tracking
technology means you can anticipate potential delays and update your drivers in
the field in real-time, long-before a hold-up has the chance to delay them.
Minimising the risk of failed
A quick delivery time
is meaningless if the goods don’t make it safely and securely into the hands of
their new owners. Failed deliveries can cost your business more than just the
time and expense of reselling or redelivery; research has found that a late
or missed delivery would make almost half of consumers think twice about buying
from the company in question again.
Of course, no business
can expect to deliver every order first time every time. But, without a system
that gives you visibility of your dispatch and distribution service from order
to fulfilment, and of your fleet as it moves from job to job, it’s almost
impossible to stop delivery failures cropping up more than they should. An EPOD
solution can help you readdress the balance by recording the whereabouts and
progress of your goods out for delivery, and enabling you to communicate with
drivers in the field and update them of changes to routes and/or delivery
destinations. You can even ensure the vehicles in your fleet are maintained to
peak condition and fully compliant with road safety legislation, thanks to
automated tax, MOT and service date reminders, and a built-in vehicle
inspection app for your drivers.
Keeping your customers informed
delivery fulfilment also hinges on your ability to let your customers know when
to expect their goods, particularly when it comes to large items that must be
received in person. A narrow and accurate delivery timeslot is key to customer
satisfaction; we all know how frustrating it can be to free up a set period of
time to receive a delivery that fails to materialise.
Delivery slots can be
generated as part of EPOD job planning and scheduling, allowing you to pass
these on to your customers in plenty of time, and to keep them in the know as
soon as possible should anything look likely to delay the arrival of their goods.
like Amazon may have set the trend when it comes to establishing consumer
delivery expectations, but with a responsive EPOD system in place, any business
can provide a delivery service that keeps customers happy and likely to return.
Get in touch with us today to find out how our EPOD
solutions can help you deliver your best service yet.