Last-mile delivery is all about the customer. Everything we do – from route planning to Proof of Delivery – is there to maximize your rate of successful deliveries. This, in turn, brings you more revenue and powers consistent business growth.

Over the past week, I talked a lot about customer centricity and how it helps you scale. Today, we take a close look at the key feature that makes your business customer-centric. We’re talking about track and trace and the most recent update Track-POD has implemented with a customer-first mindset.

Let’s see what track and trace is all about and how you can use Track-POD’s redesigned vehicle tracking to provide exceptional customer experience.

What is track and trace?

As the name suggests, track and trace refers to determining the current and past location of an item, e.g. vehicle, parcel, or order. Track and trace relies on GPS tracking – either via the driver’s mobile phone or a physical GPS tracking device installed in the vehicle.

Knowing the exact location of the delivery vehicle used to be available for the back office only. Customers would call and email dispatchers to find out when their delivery is arriving and why the driver is late. These days, track and trace makes live vehicle tracking accessible to customers first-hand.

The reality of online shopping is that buyers expect to have 1) delivery options and 2) full intel on the location of their order. Delivery companies, in their turn, strive to provide the kind of experience that matches customer expectations. This is done either through track and trace or tracking IDs. Let’s see what the difference is and how it influences customer satisfaction.

Track and trace vs tracking ID

You don’t need a lot of comprehensive data to benchmark track and trace against tracking an order via a tracking ID. Anyone who’s been in the shoes of an online buyer will tell you that having the option to track the order in a single click is much simpler than using a tracking ID.

On the other hand, anyone who’s designed a buyer’s journey or thought about customer experience will confirm that having an additional step that can be skipped is never optimal. Requiring the customer to copy and paste their order tracking ID onto a separate page adds extra steps that not all customers are willing to take.

More often than delivery companies would like to, customers simply forget about the tracking ID that was sent to them upon placement of the order. If you don’t specify a time window for the delivery to happen, customers are even more likely to miss the delivery and lower your delivery success rate.

How do you make sure your delivery success rate is steadily increasing? Simple – you keep your customer in control of the delivery process by letting them track and trace their orders.

Package tracking with Track-POD

Track and trace is one of the features that make Track-POD the perfect solution for delivery businesses that strive to provide the best user experience they can. The entire delivery process is accompanied by instant notifications that can be sent via email or SMS. This way, you keep customers informed about their orders and give them a sense of control over the delivery process.

Let’s see what package tracking looks like in Track-POD’s new track and trace interface.

1. Real-time package tracking

All of the notifications sent by Track-POD contain some information about the arrival of the package. It can be a delivery date and a time window or an estimated time of arrival and a live tracking link. The latter is triggered either manually by the driver or automatically by the system once the driver has departed from their previous location in the route.

By clicking on the vehicle tracking link, customers see a new window in their browser that displays a map with the exact location of their driver. The same way they would trace an Uber, customers are able to see their package delivery in progress, which saves you hours of phone calls and ups the rate of successful deliveries.

track and trace

In the same window, customers can contact the driver and give updates on their current location or specify any preferences they failed to indicate when placing their order. Track-POD’s track and tracing window can be localized to different languages in case your customers need that at any point.

2. Just-in-time delivery

To ensure full transparency for just-in-time delivery, Track-POD offers a number of details your customers have access to. Alongside the driver’s number, the system also displays vehicle plate number, the details of the shop or supplier your customers ordered from, as well as a full list of the items they’re expecting.

trackpod mobile tracking goods iphone

Having all of these details every step of the way – including on the live tracking page – is how your customers get full transparency and accountability that plays a big part in customer satisfaction.

3. Proof of Delivery

Proof of Delivery (POD) is an essential part of your last-mile delivery workflow. Using the driver’s app, your couriers can collect electronic signatures and take photo proof of successful deliveries. But even if your drivers carry out contactless delivery and don’t interact with customers at all, you still need to make sure your customers get their Proof of Delivery documents.

track and trace epodThis POD document is sent to the customer in a post-delivery email as soon as the order status has been charged to Delivered or Partially Delivered. Now, your customers can access their signature, photo proof of the delivery, if any, the coordinates of the delivery address, and their POD from their mobile devices. Customers can also save their Proof of Delivery locally in a single click.

track and trace signatureHaving Proof of Delivery available via multiple channels is how you keep the rate of disputes low and grow customer loyalty by improving customer experience as such.

With our most recent update, track and trace became completely intuitive. All of the order details available to customers give them dispatcher-level access to the delivery process. The only way to give your buyers an ever greater sense of involvement and control is to make them regular shippers that use Track-POD’s Customer Portal.

Recap

Order tracking is not created equal. Whether you give your customers a package tracking ID or send them a link that opens a live vehicle tracking window packed with useful information shapes the buyer's journey. Track-POD’s track and trace feature, now redesigned, makes delighting your customers easier than ever.

If you have questions about Track-POD or need help choosing the plan that best fits your business needs, book a demo and let’s talk.