Sustainable Last Mile Fulfilment Using Drones - Seven Effective Tactics to Enhance the CX

Drone delivery is expected to grow massively in the next few years. It is also less polluting transportation option as use batteries. There are also potential problems associated with using drones delivery, such as time risks, performance risks and psychological risk. Therefore a positive customer experience is essential. Regardless of whether you are a B2C or B2B provider, pre / post experience are essential. Retail and logistics companies who provide a superior fulfilment experience will have a significant competitive edge in an increasingly automated environment. Consumers today buy experiences, not product. Paying attention to customer expectations, you can create winning experiences with the right combination of competitive analysis, innovation, implementation, engagement and repeat! Here are a few practical and sustainable methods for improving customer satisfaction during last-mile fulfilment.

Tactic 1 - Sustainable options Omni-channel fulfilment

Irrespective of what the customer is buying, groceries, drone parts or drone providing multiple options or Omni-channel fulfilment is necessary. There are numerous new alternatives available today, like ordering online and picking up in-store (also known as BOPIS). Endless aisle, which combines the real-world and digital worlds, or 3rd party fulfilment techniques like (Fulfilment by Amazon). Using green hosting and data management practices as well as renewable energy can decrease carbon footprint of digital techniques adopted

Tactic 2: Creation of new sustainable fulfilment options

Renewable energy powered central drone lockers, picks points and parcel lockers. These central points can be frequently placed in convenient places like malls and offices, and in the future, they could also be incorporated into newly constructed residential buildings. This will help the customers choose the location where they want to pick up their packages. Because of proximity to residential areas walking and biking can be encouraged to cut down on pollution,

Tactic 3: Avoid Over-Packaging

Over-packaging is when more packaging is used than necessary to protect a product. Perhaps, this is a widespread problem within e-commerce. Before you make any design changes, it’s important to consider whether you need the amount of packaging you have been using. Eliminating unnecessary packaging reduces packaging waste, saves money, and saves time by simplifying your order fulfilment. By cutting down the amount of time it takes to put together each package, you are creating a far more sustainable order fulfilment.

Tactic 4: Green Digital Tools For Status Updates & Scheduling

While consumers seek immediate fulfilment for goods like groceries and daily necessities, certain categories like B2B, furniture, and home décor call for advanced planning and timetables. Using eco friendly software and digital tools can give customers the freedom to select their delivery dates and times online from same-day delivery for groceries to weeks or months in the future—can assist both them and the company in effectively arranging their capacity with their third-party logistics partners. Weekly status reports can assist businesses in properly managing their stocks, planning for transportation capacity, and helping customers better plan their schedules.

Tactic 5: Transparency and Dynamic and real-time Notifications

Customers should be able to inspect the exact location of the vehicle and not just a static tracking number. Therefore, last-mile delivery tracking could lead to happier customers. Having visibility on shipments, drivers, and delivery vehicles helps you to identify the problems immediately and to resolve them proactively. Scanning items once they enter a truck can help fleet managers to keep track of the products till their end-point. Also monitoring your driver’s activities in real-time can have a significant positive impact on their productivity.

Tactic 6: E-documentation

Drone deliveries will need a new form Electronic Proof of Delivery [ePOD] or an e-signature). Retailers also need to digitise the return process as much as possible. A postive last mile experience can be enabled by on ground training delivery team and equipping them with scannable mobile apps & other digital documentation procedures.

Tactic 7: Effective Crisis Management

Even when you manage almost everything precisely, a crisis can still sneak up on you. Planning for unexpected events like drone mishaps, air traffic clearance delays, malfunctions etc. must be part of the crisis management plan. The goal is to be prepared for it. Understanding the needs, habits, and preferences of the buyer is one of the cornerstones of every customer experience strategy. A team that is knowledgeable about the client can handle them in a crisis much better than a team that merely knows them by their sales and accounting numbers.

It is inevitable that delivery drones and drone technologies will be used. Soon, drone technology will be used by a variety of sectors to innovate their operations. However, there are still many obstacles to overcome, including statutory and regulatory problems, battery recycling programs, infrastructure and weather management just to name a few. Businesses will need to continue investing in developing clean drone delivery programmes and technological advancements before seeing operational growth and cost savings.