The most important trends for shaping the last mile in 2017

‍The End Customer as the Starting Point

‍There's no getting around it; the end customer will play an increasingly important role in shaping your last mile. Traditionally, meticulous upfront planning or creating an optimal route has been the basis for successful delivery. With the implementation of track & trace systems, among others, the order is always visible, and the customer can be kept informed at any time of day. As a logistics provider, it can be challenging to move away from a traditional view where the customer is passively waiting. You can see this as a trend with many limitations, but also as an opportunity to make yourself 'future-proof' and differentiate yourself from your competition. This has been visible in the consumer market for some time. 30% of all deliveries are not delivered on the first attempt. In recent years, new concepts and initiatives have emerged to combat waste in the last mile. There is an increasing focus on listening to the consumer. Even with B2B deliveries, there's a desire to execute everything faster, more transparently, more efficiently, and with greater control. Instead of achieving these objectives internally, you use the end customer as your starting point. Place their needs and wishes at the center of the process so you can offer optimal service. Realize that the last mile begins with the first click.

‍From the Outside In

‍Until recently, logistics innovations in the last mile were primarily internally focused. Now, software packages focused on the last mile are playing an increasingly important role. Traditionally, good planning software has been the way to optimally organize your last mile. Many WMS or ERP systems have been supplemented with functionalities that support your external process in addition to internal processes. However, using a single system to optimize your entire logistics process is no longer current. Allowing software packages that excel in a specific part of the process to work together yields more than one system that does everything 'moderately'. This approach also gives you the ability to respond more quickly to changes. There is much to be gained in the last mile. Therefore, look for software that supports you in this and also easily integrates with your existing internal systems. The biggest gains are made in the external process, both in cost savings and in improving the quality of your service.

‍Maintaining Control by Letting Go

‍Quickly adapting, communicating effectively with your on-road staff and customers, and not being afraid to deviate from your planned schedule. It sounds daunting, but we simply live in a fast-paced world where reacting to analyzed data after the fact is no longer sufficient. Real-time monitoring of what's happening and being able to respond to it will ultimately give you more control. Changes, problems, or opportunities arise in the moment. Ensure you have the tools to respond to changes.

‍Drivers Behind the Wheel

‍Thanks to improved information provision, drivers are better informed and can make the right decisions. The driver has physical contact with the end customer and is therefore the organization's calling card. In a dynamic process, this role will only grow. This is already happening, as experienced drivers make their own arrangements with customers because it works better than what current systems dictate. Utilize the knowledge and experience of drivers; learn from your people. Ensure your drivers are well-informed so they can respond to changes throughout the day. Let them decide which next delivery is best, view route planning as advice, and give them autonomy. Drivers contribute ideas, which increases your flexibility and, consequently, your delivery service. In short, as a logistics professional, you are primarily looking for an optimal process that allows you to realize maximum value for your customers. This, combined with the rapid pace at which technology and the market are developing, compels you to think about software that adapts accordingly.