How to Overcome Uncertainty for Seamless Customer Delivery

For all businesses, especially in the retail sector, the threat of uncertainty casts a dark cloud over the customer delivery experience, leading to doubts and anxieties at various touch points along the delivery journey. Whether it’s the unpredictability of delivery service, or the lack of communication during critical moments, uncertainty will impact how customers perceive and interact with a brand.

Andrew Tavener (pictured), Head of Marketing, Descartes, believes that it is crucial for retailers to understand why uncertainty over deliveries affects consumers and how to implement strategies that mitigate its negative effects. This is essential for businesses that are aiming to foster long-term customer loyalty and success.

Understanding uncertainty in the customer delivery experience

Uncertainty in the customer delivery process encompasses a range of factors such as vague delivery timelines, missed delivery windows, or unreliable communication regarding shipment status. All of these factors damage the customer’s experience and erode trust in the brand, losing potential future sales. In fact, Descartes’ recent home delivery research found that 67% of customers experienced a delivery problem over a three-month period.

The next factor contributing towards uncertainty in the delivery journey is communication relating to any arising issues. Inadequate communication channels, delayed responses to inquiries, or lack of updates during critical moments of the home delivery process will leave consumers feeling neglected and undervalued. This has led to 63% of customers in 2024 taking some form of negative action against the retailer or delivery company following a problem with a delivery.

How to fix uncertainty in customer delivery experience

One of the most frustrating experiences for a customer is feeling trapped while waiting for a delivery that could arrive at any time during the day. This uncertainty can disrupt their plans and cause frustration. A better approach for businesses would be to invest in processes and solutions that help to alleviate this uncertainty and ensure that a positive customer experience is created and maintained throughout the purchase and the delivery process. Here are just a few tactics retailers could focus on to help them minimise customer uncertainty and improve the delivery experience:

• Clear Communication

Setting expectations that can be met and clear communication are the first things to consider when looking to deliver a seamless customer experience. This is because it enables your business to provide customers with clear, accurate, and concise delivery information at every stage of the journey to set expectations, keep them appraised of progress and reduce customer anxiety.

• Appointment Booking

An effective delivery appointment booking tool will ensure that delivery cost, speed and incremental service options are transparent and easily accessible, allowing customers to make the most suitable choice and have a definite delivery time. Industries such as furniture and building materials rely on appointment-based scheduling. Uncertainty regarding appointment availability, confirmation, or cancellations will lead to frustration and dissatisfaction among customers.

• Engage Through Execution

An initial email to let a customer know what date you’ll be arriving is no longer good enough. Retailers must proactively communicate the status of customer orders throughout the delivery process (e.g. staged at warehouse, out for delivery, the next stop, etc.) including the original delivery plan and estimated time of arrival (ETA).

• Proactive Problem-Solving

Customers do not expect perfection and resetting expectations is essential in maintaining good customer experience. Using real-time GPS location data and dynamic delivery route progress/ETA calculation anticipate and address potential uncertainties. Proactively communicate ETA changes to customers and corrective actions to be taken if there are unforeseen delays.

• Feedback Loop

And finally, encourage feedback from customers to identify areas of uncertainty and opportunities for improvement. Actively listen to customer concerns and implement necessary changes to enhance the overall experience.

Retailers can take advantage of proven technology to enhance visibility and communication throughout the delivery journey by Implementing an integrated delivery appointment booking, route planning, dispatch and tracking system with customer notification apps to keep customers informed and engaged.
These technologies allow customers to know when to expect their delivery – from the time they place the order and proactively notify them of progress, as well as providing updated revisions to the delivery time. By empowering customers with visibility and control over their deliveries, appointment booking software transforms the customer experience, turning uncertainty into confidence and peace of mind.

There’s no denying that uncertainty can be a significant barrier to providing exceptional customer delivery experiences. So, by understanding the various forms of uncertainty that can arise throughout the customer journey, and by implementing effective strategies to address them, and leverage proven delivery solutions, retailers can instead look to foster trust, loyalty, and satisfaction among their customers with better customer communications. Reducing uncertainty leads to happier customers, stronger brand relationships, and ongoing future success that has a positive impact on the bottom line.

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Transforming Transport Operations with Mapping Intelligence

Route optimisation has become ever more important in recent years. The rise in ecommerce has created new routing pressures, especially in the last mile; while rising fuel costs, the push towards net zero, load theft have placed the spotlight on using preferred refuelling locations and the need for safe, comfortable parking, especially overnight.

Layering these demands over the traditional goals of controlling costs and meeting tight deadlines has highlighted the limitations of generic mapping and routing solutions. From large HGVs stuck in tiny rural lanes to the damage – and cost – incurred when a HGV hits a low bridge or the risk of compliance breach associated with taking a hazardous load through a tunnel without permission, many transportation companies have learnt the painful lesson of relying on a phone’s satnav.

Consumer mapping technologies may be ubiquitous but they lack the depth of insight required to manage the complexity associated with the commercial movement of goods. As Kate Legnola, Sr. Product Manager, Map Data at Trimble explains, dedicated commercial route mapping technology has been developed to address the very specific demands of transportation fleets, from height and weight restrictions and hazardous materials transport designations to improving driver well-being and safety.

Meeting Operational Goals

Reliance on online maps has become standard for most drivers but effective commercial route optimisation requires far more depth and breadth of insight than the basic, ubiquitous directions that cannot differentiate between a driver in a heavy goods vehicle or a two-seater sports car. Commercial mapping intelligence has evolved beyond simple visualisation on a map to offer a wide range of insights on business and driver behaviour that can significantly enhance fleet management. Complex routing algorithms are used to determine the most efficient routes for delivery or service vehicles by considering factors such as traffic patterns, road permissions, congestion and clean air zones, low bridges, narrow lanes and fuel consumption. Data, including not only construction of new infrastructure, but also any changes in existing restrictions is continually updated following routine bridge and tunnel inspections undertaken by highways authorities to give planners confidence in the safety and legality of the designated route.

Making Transportation Sustainable

Transportation companies can leverage this depth of information to plan based on different priorities, comparing routes based on sustainability, cost and time objectives. The ability to offer clients different routing models provides a competitive advantage by enabling a transport business to demonstrate how it is supporting a client’s sustainability reputation, for example. It is also assisting fleets in future-proofing their operations so they can better serve and meet their sustainability goals. Among them are a better ability to adhere to environmental rules and guidelines, a better understanding of vehicle carbon footprint, a reduction in operating costs with the efficient allocation of vehicles based on electric vehicles thus achieving long-term, sustainable cost reduction.

Boosting Fleet Efficiency

Complex algorithms are used to determine the most efficient routes for delivery or service vehicles by considering factors such as traffic patterns, road permissions, congestion and clean air zones and low bridges.. Route intelligence software can also track dwell time, a perennial problem for all transportation companies. Using precise polygonal geofencing to improve the accuracy of arrival and departure notifications, the overall journey time, including both travel and stop time, is more precise. It is also enabling companies to better understand the overall efficiency and performance of the fleet, information that can help to reduce empty miles, cutting costs and reducing emissions whilst adding revenue.

Keeping Drivers Safe

Indeed, by investing in smart mapping technology, elements such as planning processes will automatically consider drivers’ hours of service (HOS) and can include specific locations for resting and parking to avoid the risk of drivers being compelled to park up on the roadside which is both uncomfortable and unsafe. Further, using intelligent route mapping, transportation companies can optimise loyalty programs and discounts around specific brands of fuel to optimise routes, understand freight spend, and plan routes more efficiently. The routes can be designed around the use of rest stops preferred by drivers wherever possible to ensure they have access to good quality food and showers.

Driver safety can be further enhanced with vehicle specific information throughout the journey especially regarding the trickier problems that can arise during the last mile. Commercial mapping intelligence solutions pinpoint the actual final locations, such as the delivery entrance to the shopping centre rather than the consumer entrance used by the generic mapping solutions. In addition, transportation companies can opt to customise the mapping, overlaying a preferred approach path for specific locations to ensure every driver, however new to the business, has the optimal, safe route to each location, whether that is a store, warehouse or distribution centre.

For transportation companies wrestling daily with the need to mitigate disruption, reduce costs and meet escalating customer demands, intelligent route mapping and routing is becoming a strategic imperative. Companies can no longer afford to rely on traditional manual route planning processes or allow drivers to rely on their own generic mapping systems. The risks of delays, damage and missed opportunities are simply too high.

Intelligent route mapping provides businesses with a chance to improve day to day planning and ensure routes are optimised for each vehicle, taking into account the essential features of weight, size and hazardous materials. It gives the chance to focus on both driver performance and well-being, enabling companies to prioritise access to safe overnight parking and rest stops. Finally, it also delivers vital insight into the intricate interplay of suppliers, processes, and partners that allows transportation companies to optimise operations, intelligently consider innovations in areas such as EVs, and confidently navigate today’s complex marketplace.

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Integrated Solution for Efficient Transport Management

The aim of the partnership between EPG’S Greenplan and customer Anaxco is to combine efficiency, user-friendliness and innovative technologies. With Greenplan, EPG has a routing solution in its portfolio that is a perfect match for Anaxco’s state-of-the-art transport management system (TMS). The two companies have been collaborating since last year to offer their customers an innovative all-in-one solution for simple and efficient route planning. Another key component of their partnership is the expansion of EPG’s Greenplan Engine. This should help to ensure that customers are always able to benefit from the solution’s latest developments.

Rising toll costs and higher cost pressure in general are posing challenges to transport and logistics companies. On top of this, many transport firms are still working with outdated software. Anaxco is a partner that – like EPG and its Greenplan tool – focuses on ensuring it offers high-quality, flexible software solutions that remain cutting edge. With its CargoSuite, Anaxco offers flexible dispatch software as a cloud solution that can be accessed anywhere. The state-of-the-art TMS features comprehensive workflows and rules that simplify logistics work considerably. Alongside cyber security, the automation of handling processes is a focus of CargoSuite, for example.

“From generating a quote and reviewing an order to billing and business intelligence analysis, the process is checked, regulated and supported by the system on an end-to-end basis,” says Dietmar Haveloh from Anaxco. “These ‘no-touch’ orders ease the burden on employees and ensure high quality. And Greenplan Engine is a perfect match for this.”

Another advantage of CargoSuite is that customers can use a clearly structured and secure web portal to view all relevant information concerning orders. It also allows for the continuous tracking and tracing of all participating transport networks and partners. And Greenplan builds on these benefits.

Efficient Transport Management

“Our goal is to offer our customers sustainable added value. In this context, we have developed a solution with Anaxco that delivers simplified route optimisation and can be seamlessly integrated into Anaxco’s CargoSuite,” says Florian Merget, Managing Director for Greenplan at EPG. “With our Greenplan Engine, we currently offer one of the most cutting-edge routing algorithms on the market. Customers report of having increased route planning efficiency by up to 20% due to their vehicles being intelligently allocated to tours. This also helps to reduce CO2 emissions considerably. Greenplan also helps to increase the punctuality of tours by up to 98%. Paired with the CargoSuite TMS, our customers can therefore benefit from an innovative all-in-one package for their transport management.”

The companies plan to successively step up their collaborative processes this year. This will include jointly reaching more customers through sales activities.

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PTV Group and Conundra Continue Integration

PTV Group, Econolite and Conundra, along with backers Bridgepoint and Porsche have announced the further integration and strategic reorganization of the companies into two strong and distinct businesses serving their respective end markets: Mobility and Logistics.

In order to form a new pure-play software Logistics business, PTV Logistics and Conundra are integrating their respective resources to offer state-of-the-art software solutions for route planning and optimization with best-in-class algorithms and data, as well as additional use cases to enhance savings in logistics costs and emissions. Rebranding for Logistics is in progress and will be announced shortly.

Structure and leadership is as follows:

The PTV Logistics group joins forces with Conundra to form a global software provider for logistics solutions in route planning and optimization. This combined group will be led by newly appointed CEO, Steven De Schrijver, former CEO and Co-founder of Conundra. Abbas Mohaddes, former CEO of Econolite is appointed to Chairman of the Advisory Board for both businesses.

Mohaddes said, “Our focus remains to be market and demand driven, offering superior products and services to better plan and manage our transportation systems, sensitive to desire and needs of users, travellers and alike. We are committed to embrace Environmental, Social, and Governance (ESG) in support of global Mobility for Humanity.”

Carsten Kratz, Partner, and head of the DACH region at Bridgepoint, added “We made great progress during 2022 with the integration of PTV and Econolite, while acquiring Conundra and other enhancing assets. This rebranding and reorganization are the logical next steps in enhancing our growth and our quest for global market leadership. This is a big milestone for us, and we’ll continue to invest in both businesses.”

Lutz Meschke, member of the board of management responsible for investment management at Porsche SE, stated “The new strategic setup of the mobility and logistics businesses marks yet another important milestone in the development of PTV, Econolite, and Conundra. We look forward to further supporting the development of both businesses.”

Steven De Schrijver, Logistics group, Chief Executive Officer, added “Our goal is to provide exceptional optimization tools, that meet and exceed the expectations of the global Logistics marketplace.”

PTV Logistics is a leading global software company for planning, calculating, and optimizing transport logistics to save time and costs. With more than 40 years of experience and record-breaking algorithms in route planning and tour optimization, the software empowers logistics companies to realize the theoretical savings potential of route planning automation in practice.

 

Turn your Delivery Fleet into Profit Engine

The delivery fleet is the front line of customer service and satisfaction. Yet the way these fleets are managed – often with outdated manual route-planning processes – can significantly impact your bottom line.

Today, customers’ Amazon-fuelled appetites for faster, more frequent deliveries have driven last-mile delivery costs in the B2C sector to between 28% and a whopping 55% of the total cost of goods.
With delivery emerging as a competitive differentiator in the B2B sector, too, costs there will inevitably follow suit.

Consequently, product distribution and delivery operations are under unprecedented pressure to provide rapid, predictable services. Many businesses, frankly, are struggling to cope. Relying solely on old-fashioned, manual route-planning approaches, many fleet managers over-compensate, securing more drivers and vehicles than are actually needed—and draining company profits further in the process.

Tips to Turn Your Fleet into a Profit Engine & Reduce Costs By 30%

It’s ironic: the final mile is the most complex part of the supply chain, yet it’s the last to be optimised. But here’s the good news, according to Aptean: by automating route planning, companies can reduce private fleet costs by 10% to 30%. It’s hard to imagine another area of your business that could take such a quick and radical haircut— and actually work better as a result.

Investing in an advanced route optimisation platform will ultimately be your competitive advantage, not your weakest link. It can help you:
• Reduce fleet operating costs by up to 30% and see ROI payback in as little as 3 months
• Utilise technological innovations to transport goods in the fastest, most efficient way
• Strategically plan better routes in minutes, not hours
• Optimise the use of all resources including planners, drivers, and vehicles

Delivery fleet expectations

The world is changing fast, and the bar for service has been raised. Your delivery fleet must now meet ever-increasing expectations for faster, precisely timed deliveries—and do it without breaking the bank. The technology and know-how exist to help you get the most out of every fleet-mile you run. Automated routing is a proven, beneficial technology that can help mine the savings potential hidden in your private fleet—your company’s last, great, untapped profit centre.

An inefficient fleet presents both a problem and an opportunity. But let’s be clear: this is no easy, flip-the-switch answer. Changing well-entrenched logistics department practices is hard. Changing minds is even harder. We hope to convince you that it’s worth it. Download a free copy of Aptean’s latest eBook, ‘Is Your Private Fleet a Drain on Company Profits’, and discover how, now.

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