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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 final mile experience for their customers and improve fleet efficiency with customer notifications and order tracking.
Customer Notifications
Help customers with automated 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 Last Mile Order Tracking
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 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 Stories
“Driver feedback is a game-changer for us and provides a wealth of information. Previously, negative feedback would be directed to a sales colleague and escalated over a matter of weeks. Now, customers get a call from a senior manager within thirty minutes, to see what we can learn from the experience. ”
Michael Alldridge, Operations Director, South-West and Wales
Driver Retention +45%
First-Time Access Increased
Customer Experience Improved
“The Descartes Reservations™ and Descartes Route Planner™ solutions were integral to our strategy of offering more extensive, but unified , delivery services. The advanced optimisation capabilities and architecture of the Descartes solutions were critical to bringing new delivery service options to our customers in an economically feasible way. ”
Andrew Gay - Systems Manager
Delivery mileage reduced per annum 1.5m
Savings from fuel costs & vehicle servicing £1m
Increased delivery capacity 35%
“Redefining the Customer Experience in the Tyre Replacement Market”
Improve Gross Profit 5%
Reduce Miles per Delivery -13%
Dynamically schedule appointments online at POS Solved
“With Descartes, we can reduce this to one hour with one employee, allowing us to significantly increase productivity and redeploy staff to wider strategic initiatives. The level of automation and digitisation we have already achieved using the solution has fundamentally transformed our logistics operations. This, combined with robust track-my-order functionality, means that customer experience has significantly improved.”
Chris Pullen, CEO
Planning Time -75%
Customer Experience Improved
Processes Automated
