Last Mile Services are More Than a Trend
LTL carriers travel all over the USA. Some of them host fleets of hundreds of trucks, while others are owner-operators with just a single piece of equipment.
Regardless of the size of the fleet or the scope of the freight movement, there are many trials and tribulations that most LTL carriers face. One of the most prominent tribulations stems from a rather heated debate in the industry. This debate revolves around whether LTL carriers should be involved in last mile services.
However, white-glove and last-mile services are really something that every carrier should focus on at some point. After all, one of the most important milestones of delivery is the last mile. It is this final stretch of the delivery that leaves the biggest impression on customers.
So, today we are going to discuss the ways that LTL carriers can improve customer service efforts through the implementation of last mile services.
What are Last Mile Services?
For those who are unfamiliar with last mile delivery, it is essentially the final step of getting the product to the customer. It is comprised of the literal last mile traveled to the destination and the treatment they give the customer when dropping off the goods. It is this final step that solidifies the image of the company, good or bad, in the mind of the customer.
Today, both shippers and receivers are searching for top of the line customer service at the point of delivery. In recent years, it has become easier for customers to find one that will meet and exceed their needs.
Customers expect carriers to prioritize communication with them. More importantly, they expect timely delivery and stellar attention to detail.
Last mile services are what makes those things possible!
While all of that is just fine and dandy, it really doesn’t tell you exactly what is involved in last mile services. And to be completely honest, last mile services aren’t just one thing or another… it is a combination of many things.
Let’s take a look at a few of the things that make up this service…
Delivery Status Updates
Regardless of the company size, any LTL carrier can set up a simple cloud-based communication platform that relays updated info in real-time to the broker or the customer.
Whether a driver sends a delivery update, or one is autonomously sent, doing so is highly impactful in the event of an issue or delay. If a truck is broken down or stuck in bumper to bumper traffic, the shipping partners can quickly start adjusting the schedule and plan a new pickup or delivery.
Customers today are forgiving for occurrences beyond our control as long as they are communicated in a timely manner.
Route Planning & Optimization
Delivery routes are typically planned and communicated to drivers in advance.
Many LTL carriers use route planning and optimization software that resides in the cloud.
By properly planning routes and optimizing those efforts, you implement one large piece of the last mile puzzle.
Last Mile Services Foster Better Communication with Your Customers
Most LTL carriers utilize cloud-based software to communicate with their clients to keep them informed of where their delivery is. And due to the real0time nature of most cloud-based platforms, shippers can give customers down to the minute updates.
By investing in last-mile efforts, LTL carriers can improve route efficiency and produce fewer missed deliveries.
The entire purpose of last mile services is to improve the customer experience. With more LTL carriers popping up every day it’s important to position yourself at the top of the ladder. This is really only achievable if your customer service is absolutely amazing.
Trust us, there is a lot of competition out there!
If you’re an LTL carrier that is looking to improve your last mile services, contact Redwood Logistics!