When it comes to deliveries and moving packages from point A to point B, customer experience goes way beyond just a “nice to have.” While it is nice to have, it’s also your brand reputation on the line. That’s why delivery management software plays such a major role in the process.
From live tracking to accurate ETAs, it helps reduce uncertainty and increase satisfaction. Not just at the final delivery stage, but during every step of the journey.
In this article, we’ll explore the key ways delivery management software (DMS) enhances customer experience and why it should be a core part of your operations.
Why customer experience matters in delivery
The days of customers judging a company based on the product are long over. These days, customers also judge based on the delivery experience they receive.
According to Salesforce’s State of the Connected Customer, 88% of customers say the experience a company provides is as important as its products or services.
It’s even more important if you operate in the e-commerce sphere or on-demand services, since the delivery experience is often the only direct interaction customers will have with your business.
The key to getting good customer reviews relies on delivery speed and reliability. And for that work, you need a well-rounded delivery management system to smooth over all those common customer pain points.
Customer pain points in the delivery process
Customer pain points are any problems your customers experience while interacting with your brand, your product, or your service.
These include (but are not limited to) missed deliveries, delivery delays, poor communication, etc.
Let’s take a look at some of the most common customer pain points.
1. Missed or late deliveries
The highest issue on the list of annoyances for a customer is late (or totally missed…) deliveries.
These often lead to frustration, especially when no prior warning is given (this also ties in with no updates or lack of communication!)
On your side, it creates an extra cost for re-delivery and might even mess with your existing schedules, the availability of your drivers, and similar logistical nightmares.
2. Lack of visibility or updates
Lack of visibility can be so frustrating for your customers. Those “where is my order” calls only increase when customers can track their own deliveries.
For them, it creates anxiety, scheduling issues, and lowers trust. For your business, it means staff have to constantly deal with these types of calls instead of actually getting to the job of delivering.
3. Inaccurate or missed ETAs
Inaccurate estimated times of arrival (ETA) or missed ETAs are another source of irritation for customers.
Remember: They might be planning their entire day, family, or work schedule around an expected delivery window.
So, providing unreliable information won’t only increase the risk of a failed delivery, it could also destroy the customer trust you might have established in the past.
4. Poor communication or no support
Poor communication (or no customer support at all) is another big issue for customers who expect a flawless delivery experience.
This could include anything from missed instructions, such as gate codes, how to enter a residential complex, or whom to meet.
And worse than poor communication is a constant no-feedback loop for when a customer needs to resolve an issue.
How delivery management software improves customer experience
The right delivery management software can make all of these issues go away.
Here are some of the features you need to be thinking about.
1. Real-time tracking
If you can give your customers real-time or live tracking, preferably on a live map that also includes updates about the status of their delivery, you’ll be golden.
This reduces those “where is my order” calls, since they can see for themselves by clicking just one link.
More than that? It builds trust and loyalty.
2. Accurate ETAs and notifications
You also want a delivery management software that sends those updates automatically. This means customers can plan ahead without having to worry about logistics.
And having it automated from your side means less admin for your office staff. Everybody – from the customer to your personnel, to you – has more control.
3. Proof of delivery (POD)
You’d also want a system that includes digital proof of delivery, just so there’s no confusion later on.
This includes digital signatures, photos, or timestamps to reassure customers that the delivery was completed. And it keeps your records updated.
Having proof of delivery just helps you better resolve any disputes that might occur, without needing full-scale customer support intervention.
4. Communication features
A good delivery management system should have features that allow for two-way communication or instructions for delivery.
Think of this as those “leave at gate” updates.
These types of communication features ensure less friction between your customers and your delivery staff.
5. Consistent, predictable experiences
And perhaps the most important part? A delivery management system that enables you to deliver consistent top-notch delivery services.
Something that won’t let you down during peak times or periods when you need to ship high volumes. You want software that ensures smoother operations.
Why?
Because consistency = trust = loyalty.
How Locate2u improves customer experience
My Foodie Box, a Perth-based meal kit service, started using Locate2u’s comprehensive delivery management software when they moved on from spreadsheets to something a bit more sophisticated and streamlined.
This shift helped them to consolidate route optimization, live tracking, and proof of delivery into one single platform.
Now, customers receive precise ETAs and live tracking notifications with links. Having this kind of transparency means their customers can be sure they are home to receive their fresh ingredients promptly.
This is the difference a good delivery management solution makes: the potential to significantly enhance customer satisfaction.
Better customer experience starts with smart delivery management software
Let’s be real, the delivery game can be hard. It’s all about speed and convenience, and it’s a fine balancing act between providing top-notch customer experience and remaining competitive.
By using smart delivery management software, you can truly go beyond just delivering a package.
You deliver peace of mind, transparency, and reliability.
Remember: Happy customers don’t just leave good reviews and forget about you. They spread the word, sure. But they also come back.
And with the right delivery management software, you’re not just solving logistics problems anymore.
You’re building loyalty at scale.
About the author
Cheryl has contributed to various international publications, with a fervor for data and technology. She explores the intersection of emerging tech trends with logistics, focusing on how digital innovations are reshaping industries on a global scale. When she's not dissecting the latest developments in AI-driven innovation and digital solutions, Cheryl can be found gaming, kickboxing, or navigating the novel niches of consumer gadgetry.
