As eCommerce continues to grow, the need for high quality last mile delivery services both for B2B and B2C goods is becoming more urgent. The key is to find ways to be more efficient and cost effective as sales volumes increase.
What are B2B and B2C Delivery?
We’ll start with what is meant by B2B and B2C delivery. B2B services usually means sending large, bulk shipments from one company to another. B2C delivery is when a retailer sends deliveries directly to consumers. There are a lot more B2C shipments, but the deliveries are less complex.
In either case, customer expectations are high. Customers now expect to receive their purchase within a few days of placing an order. In some cases, consumers are willing to pay extra to receive goods on the say day they are ordered. If your logistics partners are unable to track orders and complete them quickly and predictably, you risk losing your customers.
Application of Last Mile Logistics Technologies
To navigate the last mile, logistics companies need access to several critical technologies, including flexible order management, AI/ML-driven scheduling and route optimization, workforce management for W2 and contract resources, real-time communications, powerful mobile applications for technicians, and instant insights through advanced analytics.
Advanced scheduling gets the right technicians assigned to each job. Route optimization and planning features can help create the fastest and cheapest delivery routes. Real-time tracking and communication can keep your customers informed about the status of their delivery. Mobile applications enable technicians to perform their work flawlessly on the way to and at delivery sites. Workforce management capabilities enable you to manage all your available resources effectively, and advanced analytics allow to track critical KPIs and make rapid adjustments to improve performance. Key KPIs include:
- The cost per mile driven.
- The number and value of damage claims.
- Capacity utilization.
- Customer ratings of technicians.
- Percent of on-time deliveries.
- Percent of missed deliveries.
- The cost of labor per delivery and overall.
- Profitability per delivery overall and by type of product.
The results for both B2B and B2C companies and their logistics providers can be transformative:
- Increased revenues in three ways:
- Win new business.
- Gain share from current customers.
- Maximize the capacity, availability, and capabilities of your workforce.
- Lower costs and a bigger bottom line due to:
- Improved workforce management, including both employees and contractors.
- Reduced fuel costs.
- Improved job efficiency.
- Higher customer satisfaction thanks to
- Great communication with customers
- Predictable on-time arrivals.
- Seamless delivery, installation, and service resulting in positive reviews.
It doesn’t get much better than that.