Owning the Customer Experience: Last Mile Optimization Strategies

White papers

SCP

Owning the Customer Experience: Last Mile Optimization Strategies

Examines last mile delivery challenges and how order management systems improve visibility, control, and customer loyalty in retail supply chains.

Published

June 4, 2026

Read time

3 min read

Source

This white paper outlines the cost drivers and operational risks of last mile delivery, including failed deliveries, fuel consumption, driver shortages, and carrier trust issues. It details how order management systems, combined with route optimization and real-time tracking, enable brands to maintain control over fulfillment and customer experience. The document also addresses inventory visibility, data-driven decision making, and the link between consistent last mile performance and brand loyalty.

Key takeaways

Last mile accounts for 53 percent of total transportation costs and is the most expensive segment of the supply chain.

Failed deliveries, fuel inefficiency, and driver shortages drive last mile complexity and cost.

Order management systems provide real-time visibility, route optimization, and customer communication tools.

Brands lose control of customer experience when outsourcing fulfillment without digital oversight of carriers.

Consistent last mile performance directly impacts repeat purchases, referrals, and brand perception.

Market overview

SCR methodology note

Vendor landscape

Leaders

Implementation considerations

Important consideration

Original Source

Vendors mentioned in this report

No items found.