Is the last mile in logistics one of the key points to ensure customer satisfaction? Do you have questions about this subject? Read more on the Bertolini Storage Systems blog!
The last mile is the fundamental point of the entire logistics process, and also the one most viewed by the customer.
In the last decade, much has been said about last mile in logistics, especially since it is no surprise to anyone that the online world has a direct impact on all sectors of the economy. In the first quarter of 2021 alone, 78.5 million purchases were made online in Brazil, a number that reaches 57% more than the same period of the previous year.
Within this entire process, from the moment the consumer presses the finalize purchase button on a website or app, through to separation, departure and arrival at their home, all of this has a huge impact on the process. However, the last mile is what will determine the success or failure of the demand.
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And you, do you know what last mile is and the reasons why it is so important for the logistics sector? Do you know why it will carry the reputation, whether positive or negative?
If your answer was no, this is the place where you will clarify all your doubts on the subject.
Today, on the Bertolini Sistemas de Armazenagem blog, we will explain what the last mile is, how it works and its importance in logistics.
Welcome and have a great reading!
All processes need to work for the last mile to be positive
To begin with, and just to ensure a better understanding, last mile comes from English and means the last mile, that is, the last phase of the process.
Within the logistics of delivering goods, there are several steps that must be completed so that the result is satisfactory in the eyes of the end customer.
From the moment a person makes a purchase and that order arrives in the logistics sector, everything is at stake, and, above all, the reputation that the company will carry.
With this in mind, we can define three major stages of delivery:
1st: the first mile, which is when the merchandise is sent to a distribution center;
2nd: the middle mile, which is the delivery of the product to a point before final delivery;
3rd: the last mile, which is the last stage, that is, the moment when the customer will receive their merchandise.
However, one cannot think that because it is the last stage, the last mile in logistics is the easiest. Quite the opposite! This is the moment when mistakes must be avoided, after all, the company's reputation will be at stake.
Last Mile in logistics: Much more than just delivering a product, it's the experience that's at stake
As we mentioned in the introduction to this article, in the first three months of 2021 alone, more than 70 million sales were made in online stores. More than simply receiving an order and delivering it to the end customer, it is about making it a satisfactory experience.
And this is the moment when you must showcase the company's highlights, such as: agility, security and, above all, competence.
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Let's think again about the number of purchases in the first quarter of 2021 and the impact it can have on companies. If the delivery, that is, the last mile, is not made within the promised time and with the merchandise free from any unforeseen problems, what response will this consumer give? Most likely, they will not make any more purchases at the respective store.
Therefore, the importance of the last mile goes beyond the mere field of completing the delivery, and moves into the sphere of referral.
Using a situation again, your company provides a complete experience, in which the customer makes the purchase and can track the entire order instantly and online, this will certainly be your differentiator from the competition.
How can you avoid problems in the last mile and ensure customer satisfaction?
It is true that today there are still some problems that can directly impact the delivery of products by a company, and often these are not internal issues.
How about a new reflection to contextualize better?
Today, all online stores have integrated systems to issue orders and, consequently, invoice them and send them to logistics to separate, right? Imagine if this system doesn't work properly, or rather, is faulty and issues orders incorrectly. The last mile will certainly not be positive.
Or, the company hired a company to make the delivery, after all, it ends up becoming a matter of cost x benefit, but this carrier delayed all orders, what should I do?
Therefore, it is very important to know your partners and understand how they can or cannot help in the logistics process. For the last mile to work, it is not only the issues of sales, separation and delivery that need to be taken care of, but the entire logistics process as a whole.
Changing the game: ensuring satisfaction and transparency in the last mile of logistics
Okay, we've gone over what it is, its importance and also the problems that a company can face in the last mile. Now it's time to talk about solutions.
For your company to be remembered fondly by customers, you need to have empathy with them.
When a purchase is made online, it is normal for people to expect the product to arrive immediately. Therefore, providing a system that tracks the entire step-by-step process, from receiving the order to delivery, can set you apart from the competition.
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With this in mind, nothing is better than a delivery guarantee. It is common for some companies to set a deadline for the goods to arrive at the customer and not meet their deadline. Therefore, it is better to warn that it may take a little longer than to mislead the customer, after all, it is the company's name that is at stake.
Transparency between company and customer is essential to ensure a successful last mile in logistics.
And, there's nothing better than ensuring a pleasant and complete delivery, to get new customers through referrals, right?!
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