In the world of ecommerce and logistics “last mile” has become one of the biggest operational challenges. It's not just a matter of getting a package from the warehouse to the customer's door. It's also a race against time, expectation and efficiency.

One of the main problems faced by companies today is the high percentage of failed deliveries on the first attempt. It is estimated that approximately 1 in 5 deliveries cannot be completed on the first attempt, mainly because the customer is not available to receive their order. This initial failure is not trivial: it has both economic and environmental consequences, and it directly affects the customer experience.

Why do so many deliveries fail?

The main reason behind failed deliveries is the Absence of the recipient at the time of delivery. Either because I wasn't at home, because I couldn't attend to the delivery person, or because there was a last-minute unforeseen event.

When a delivery fails, not only do costs increase for the company —having to organize a second or even third visit—, but also Customer dissatisfaction soars, complaints are generated, and the carbon footprint increases due to additional trips. Added to this is the risk that couriers, under pressure for efficiency, will resort to undesirable practices, such as leaving packages in unsafe places or without authorization.

Solutions to improve the success rate

The good news is that there are effective ways to attack this problem and significantly improve the first-time success rate. The two main strategies are:

1. Involve the customer in the delivery process

Notify with precision the estimated time of delivery, within a reduced time slot (ideally less than two hours), allows the customer to organize themselves in sufficient time. It's no longer enough to say “we'll deliver between 9:00 and 22:00”; today's consumers expect clear communication, in real time, and with dynamic updates.

The more certainty provided to the customer, it will most likely be available to receive your package.

2. Allow the choice of a time zone

Another, even more effective option is to allow the customer himself Select the time zone that best suits your availability. Although this option may involve a somewhat higher logistics cost, the benefits far outweigh the disadvantages: delivery success rates can exceed 99.5% on the first attempt.

A clear example can be seen in models such as that of Ametller Origen, where the system of concerted time windows has demonstrated almost total success in delivering orders.

The impact on companies: much more than costs

Failed deliveries don't just represent an additional operating cost. They also profoundly affect the business:

• Less satisfied customers and lower repeat purchase rate.
• Increase in reverse logistics, with the need to return undelivered products.
• Negative environmental impact due to the increase in kilometers traveled unnecessarily.
• Increased pressure on delivery personnel, which can result in errors or malpractices.

Every failed attempt is a missed opportunity to strengthen the relationship with the customer.

How can Routal help you?

At Routal, we understand that every delivery counts. That's why our platform offers tools that allow:

• Plan optimized routes and adjusted to dynamic time windows.
• Notify automatically to customers with accurate arrival times.
• Facilitate the choice of time slots, integrating customer availability into route planning.
• Reduce the rate of failed deliveries, improving operational efficiency and reducing environmental impact.

Thanks to intelligent planning and the integration of the customer experience into daily operations, it is possible Turning the last-mile challenge into a competitive advantage.

How to achieve success?

In last-mile logistics, successful delivery on the first attempt isn't optional: it's essential. Companies that adopt technologies and strategies to improve the delivery experience will not only optimize their costs, but will also build a more loyal and committed customer base.

Do you want to know how Routal can transform your last-mile operation? Find out today and start making a difference in every delivery.

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