Last-Mile Delivery

As its name suggests, last-mile delivery is the final step in any delivery process – the handoff of a product directly to the consumer. This could mean a package at a local warehouse or a food delivery going straight from the restaurant to someone’s front door. While it’s the shortest leg of the journey, it is generally also the most expensive and complex.

Thanks to improved order tracking and rising expectations, last-mile delivery is closely tied to customer satisfaction. With some retailers even going so far as to offer the option to select a delivery window, consumers have more control of their deliveries than ever before. This puts added pressure on the delivery drivers to complete their routes in a timely and efficient manner. With real-time tracking becoming standard, on-time delivery isn’t just preferred – it’s expected.

“E-commerce has completely changed last-mile delivery, making it faster and more customer-driven,” said Matt Wilcox, Vice President & Managing Director, Scarbrough Transportation & Logistics. “The convenience and expectations of last-mile delivery also brings the increase in costs, tighter delivery windows, and a rise in package thefts.”