For a marketplace or an e-commerce business, the last mile is where customers judge the whole service. The catalogue can be flawless and checkout quick. If the parcel arrives late, or nobody knows where it is, that is what the customer remembers.
Choosing the right partner means asking the right questions before you sign. These are the ones we recommend.
Capacity on peak days
Volumes are never flat. Sales, holidays and promotions push orders into a handful of days. Ask how the partner plans vans and people when demand rises, and how far ahead. The right answer talks about calendars, resources and scheduled deliveries, not fixes found on the morning itself.
Real-time tracking
Your customer service team should know where an order is without phoning anyone. Ask whether tracking is live, whether there is an estimated time of arrival, and whether someone checks that planned routes are actually kept. It is the difference between answering a customer and keeping them waiting.
Proof of delivery
A disputed delivery costs time and trust. A photo taken at the door settles it. Ask for proof of loading too: knowing what went onto the van makes every parcel traceable from start to finish.
Data integration
Swapping files by hand slows everyone down and multiplies errors. Ask whether the partner integrates with your systems through an API, and whether documentation is available. Ask for reports and business intelligence as well. You need them to understand how the service is performing, not just to count deliveries.
People on direct contracts
Whoever delivers represents your brand on the doorstep. Ask whether the drivers are employed by the partner or are self-employed subcontractors. A team that is employed and trained directly by the company works to shared rules and standards.
A single point of contact
When something goes wrong, there is no time to be passed from one department to another. Ask who your contact will be and whether they have direct access to operations and data. A single contact shortens every decision.
How we answer
LastMile2You runs B2B and B2C last-mile delivery with light company vans. We handle fleet management, route planning and process optimisation.
Sabrina, the group’s delivery software, gives the client real-time tracking, estimated time of arrival, proof of loading, photo proof of delivery, reports and a dedicated customer panel. API integration is available, with documentation on request.
Our drivers are employed directly, never self-employed, and receive initial training. Our registered office is in Milan; our operations are in Rome, the Milan area and Bologna.
Want to see how these points apply to your business? Get in touch through our contact page.