Resources › Blogs • Oct 21st 2021

Making the Last Mile More Sustainable, But Customer Service is Still King

Wise Systems

Wise Systems

We recently conducted a survey of Wise Systems’ clients and prospects to gauge sentiments on the issue of sustainability and how it pertains to their companies. We understand that sustainability is a key issue in the last-mile delivery space, and wanted to know what we could do to best support our clients’ initiatives in this area. As promised in our last blog, Making the Last Mile More Sustainable, we’ll explore the survey results and share findings and conclusions.

Customer Service takes Precedence, Supporting Immediate Goals

One of the big takeaways of the survey was that although sustainability is an important long-term goal, day-to-day operations in last-mile delivery operations prioritize customer service as job #1. Customer service was reported as the top priority with an average score of 7.43 out of 10. A customer-first focus takes precedence and is necessary to win customers and keep them happy.

Last-Mile Sustainability and Supply Chain Logistics Survey

In the question on business priorities, two issues related to customer service were tied for second — on-time deliveries and driver recruitment and retention. Cost savings was a close third, followed by scaling operations to accommodate growth. Sustainability was ranked fifth as an overall priority. We believe this is because teams in the last-mile delivery space must focus on more pressing issues as their top priorities. Companies believe that their sustainability efforts will reap benefits – including reduced carbon footprint, improved brand perception, and increased ROI – but see it as a longer-term goal.

Who is Responsible for Sustainability?

While most of the respondents to our survey agree that sustainability is important to their business, only 28% of respondents said they were directly involved with sustainability initiatives. This contrast illustrates the opportunity to incorporate more team members into sustainability initiatives in order to make consistent progress towards their goals.

Interestingly, 53% said they were involved in implementing next-generation technologies, such as AI, ML, and cloud-based software. Since these technologies can help support sustainability initiatives across the company, it makes sense to take an integrated approach with a greater company-wide focus on sustainability. When last-mile transport companies use multiple measures that are tied to their business priorities, they are more likely to make progress toward their goals.

A Practical Approach to Sustainability For Fleet Managers

Last-mile delivery companies need to embrace a path to sustainability that is practical and aligned with their business priorities. In addition, in a recent article on Supply Chain Sustainability, Oracle NetSuite recommends that sustainability be built in as an integral foundation of companies’ supply chains. They’ve found that with that approach, environmental stewardship is more likely to happen.

The win-win is that leveraging data and analytics in next-generation dispatch and routing platforms helps businesses gain deeper visibility into their supply chains and provides transparency. At Wise Systems, our AI and machine learning technologies can help customers on their paths to carbon neutrality. With the efficiencies driven by our dynamic routing platform, we help our customers to decrease fleet miles driven and can reduce the number of vehicles on the road, as well, supporting sustainability efforts in an integrated way.

Read our press release on the Sustainability survey.

Watch this video to learn how Wise Systems is helping to mitigate the environmental impact of last-mile delivery fleets.

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