Delivery Experience Management
Proactively ensuring customers get orders how and when they expect
Intelligent action and transparent communication ensure you uphold brand promises - driving lifetime value and reducing cost to serve.
When 84% of shoppers won’t return after a poor delivery experience and the last mile can eat up more than 8% of an retailer’s online revenue, the delivery experience can no longer be left to chance.
Enter Delivery Experience Management (DEM). DEM combines critical components from both the back-of-house supply chain and customer-facing operations to effectively manage expectations with transparency, proactivity and decisive action. Successful DEM results in happier customers, more efficient transportation, and top line growth.
Effective DEM Requires
- Complete Visibility: Real-time access to data about last-mile deliveries for all teams — logistics, customer service, ecommerce operations and digital experience.
- Actionable Insights: Visibility in and of itself is insufficient. Brands must be able to quickly identify, prioritize and craft strategies to address delivery issues – both at the individual customer and network level.
- Proactive Action: Data and Insights are useless without the means to quickly and easily act to improve outcomes. Improved communication, collaboration, or execution are all forms of the intentional, proactive response consumers demand today.
Align Teams to Accelerate BusinessLearn more »
Remove Post-Purchase RiskLearn more »
Perfect Order Execution, Every TimeLearn more »
Eliminate WISMO and Drive EfficiencyLearn more »
Optimize Delivery NetworksLearn more »
11.5% of Shipments Experience an Issue in Transit
Learn how Brands are using Delivery Experience Management to transform these exceptions into opportunities.