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Last Mile Order Tracking and Customer Notifications for Deliveries
Today consumers expect real-time updates to track deliveries right to their door.
Businesses can also enhance the last mile experience for their customers and improve fleet efficiency with real time customer notifications and order tracking.
Customer Notifications
Help customers with automated order delivery notifications that link to a branded web-based tracking portal.
Customer Feedback
Increase feedback response rates and enable rapid service recovery with timely surveys and negative feedback alerts.
Benefits of Order Tracking Software
Increase Customer Satisfaction
- Meet customer expectations for transparency
- Provide a frictionless customer experience
- Continually improve with timely feedback
Reduce Operational Costs
- Minimise inbound and outbound calls regarding ETAs
- Avoid failed deliveries
- Increase fleet efficiency
Collect Actionable Feedback
- Increase satisfaction survey response rate
- Gather timely, accurate feedback
- Reduce costs with automated feedback requests
How Does Order Tracking Software Work?
Order tracking software uses order status and driver location data to provide a better customer experience.
Customers receive either SMS or email notifications throughout the order lifecycle. These messages link to a branded, web-based customer portal where customers can view their order progress and track their driver’s arrival in real-time on a map.
Notifications can include details such as order information, the scheduled delivery time, an estimated arrival window, or a precise ETA.
Notify customers when:
- The order is created
- The route is scheduled
- The driver starts the route
- The driver is on their way to the customer’s stop
- The ETA significantly changes
- The driver is arriving
- The stop is complete
As soon as the delivery is complete, the customer receives a link to give feedback on their experience.
Order Tracking Software Features
Order Notifications
Automate customer notifications and include a link to a web-based tracking portal.
Configurable Triggers
Build the ideal customer journey with communications based on a range of triggers.
Communication Channels
Send order notifications at the right time via SMS, email, or the most convenient channel.
Two-way Communication
Direct messaging between the customer and the driver.
Group Communication
Dashboard users can view, join in, and initiate chats with the driver and customer.
Chat Transcripts
View current and historical chats.
Timely Customer Feedback
Prompt customers immediately on their personal device following a delivery for feedback about their experience.
Configurable Forms
Choose from emojis, star and number ratings, and ask customers relevant questions for your business.
Negative Feedback Alerts
Notify customer support teams of negative feedback to be actioned.
Customer Success with Order Tracking Software
“Since the introduction of technician tracking, “Where’s my technician?” query calls for wastewater appointments have decreased by 50 percent. ”
Decrease in "Where's my technician" calls 50%
Outbound calls to collect feedback Reduced
Customer response to digital updates Positive
“By using the Descartes solution to create opportunities for real-time customer engagement in our field service operations, we’ve significantly reduced access issues and gleaned insightful responses regarding the customer experience.”
Neil Martin, Sales Director at Spacepro
Costs Reduced
First-Time Access Increased
Customer Engagement Improved
“Autoglass customers appreciate the real-time estimation of their technician arrival time.”
Customer ETAs Accurate
Efficiency & satisfaction Increased
Mobile Technicians 1,100
“Our objective was two fold, to improve our customer service and to continue to drive our operational leverage...both of which we have seen significant improvements in. But one thing we have realised is technology isn't the answer to everything, that people and process play a big part of that.”
Joe Zanette - Solution Manager
Transport costs saved $3 million
Number of deliveries utilising POD 600,000
“In order to win a major new contract, we had to prove our team could scale operations to schedule and deliver on-time around 60,000 boxes monthly across the U.K. Investing in Descartes’ solution was vital to achieving this goal. ”
Matt Shields, Director, PBO Logistics
Delivery Capacity Increased 500%
Operations headcount No Increase
Fleet size 50
Understanding Order Tracking Software
Defining order tracking software
Order tracking software is essential to modern business operations since it offers a streamlined method of tracking orders from dispatch to delivery.
In essence, it provides companies with a complete system for managing, tracking, and streamlining their order fulfilment processes. With order tracking software, businesses can utilise a centralised platform that allows for real-time order tracking, giving them more visibility and control over the end-to-end delivery supply chain.
Importance of order tracking software
With the continued growth in home delivery, the value of order tracking software cannot be overstated.
Businesses must have strong operations in place to fulfil the expectations of consumers, who want efficient and transparent purchasing experiences. Order tracking software gives organisations useful insights into their logistics operations and improves customer happiness by giving precise real-time delivery updates. Businesses may increase order accuracy, expedite inventory management, and eventually boost overall operational efficiency by utilising this technology.
