Exception Management in the Final Mile

For supply chain companies, the final mile is the most critical leg of the journey of getting goods from the retailer or manufacturer to the end customer. As delivery volumes and customer expectations increase around both quality and timing, the complexity of final mile logistics has become a key area of focus for companies looking to meet delivery timelines and ensure that shipments arrive undamaged. Unfortunately, the final mile is often when many issues with shipments occur or become identified, leading to the need for exception management to handle concerns when they arise.

Exceptions can occur for a number of reasons that may or may not be within the control of the shipper or logistics provider, including but not limited to:

• Customer not available at time of delivery forshipments requiring the customer to be present for delivery and/or signature confirmation
• Incorrect or incomplete address
• Damaged items
• Traffic or weather delays

Streamlining Exception Management

When unexpected disruptions occur that lead to exceptions, it’s important to have a proactive partner in place to assist in identifying the best possible solutions. After all, the final mile experience is a direct reflection of the retailer or manufacturer, and while all companies hope for a best-case scenario when final deliveries are made, the way that issues are managed and resolved can potentially have an even greater impact on the customer experience.

When identifying a 3PL partner for final mile services, ask the following questions to ensure your needs will be met:

• Do you require white-glove or high-touch services? Particularly for items like furniture and appliances, working with a team that is skilled in delivery and installation is critical. From making sure that the item arrives undamaged to protecting the space where it will be delivered or installed — whether to the door, inside the threshold of the home or in the customer’s room of choice — the right team will know the proper precautions to take to ensure that every delivery goes seamlessly. High-touch services like installation, setup, basic or complex assembly, and haul-away of old items can also elevate the customer experience and help your brand stand apart from competitors.
• Do they have visibility tools in place? Using real-time tracking helps to identify potential shipment concerns before they become problems, in addition to allowing all parties to know where a shipment is in the process and when to expect final delivery.
• Do they have dedicated customer support? When an issue arises with a shipment, nothing is more frustrating than being unable to get in contact with a person to resolve it. Experienced 3PLs should have around-the-clock support available to help mitigate any concerns and provide quick resolutions.
• Do they have a scalable network? Shipment volumes can ebb and flow, but having scalability to meet any volume spikes is paramount to ensure that shipments remain on schedule, even during peak periods.
• Do they offer exception management services? When issues occur in the final mile, the way they are handled speaks volumes and can make or break the customer’s impression of your company. Having a 3PL partner who operates as an extension of your team and understands the importance of positive customer experiences can provide assurance that when issues arise, they will be resolved effectively and efficiently.
• Do they offer reverse logistics? For instances where an item must be returned, it’s important to determine whether the potential partner is experienced in reverse logistics, especially when it comes to saving the shipper time and money. Are they able to store returned items until they can be repaired or re-shipped? Do they offer disposal of items that are beyond repair? Understanding the process for returns and any additional services that can be offered may help when planning ahead to reduce costs over time.

Raising the Bar

When it comes to final mile services, including exception management, NXTPoint Logistics offers a comprehensive array of service options that extend far beyond the industry standard. In fact, some of the most highly respected global brands trust NXTPoint for their final mile needs thanks to our commitment to exceptional care and ability to meet the highest standards of quality and service within the industry.

While our team of delivery professionals makes every effort to deliver items in perfect condition, we know that instances can arise that are outside of everyone’s control. That’s why we work hard to proactively identify and respond to issues before they impact a shipment. If damage does occur, we also offer repair and deluxing for many items without having to ship them back to the retailer or manufacturer, saving our customers time and money in the process. For issues that require additional support, we also have a dedicated customer service team that is committed to resolving them during the first point of contact.

Final mile services can leave a lasting impression on customers, so it’s important to know you have a partner in place who puts people at the heart of everything they do. At NXTPoint, we take a people-powered, customer-driven approach to all of our partnerships because we know that their success is our success. Regardless of any unforeseen circumstances that may arise during the lifecycle of a shipment, we work hard to create best-possible experiences that lead to long-lasting partnerships.

To learn more about how NXTPoint can help take your final mile delivery service to the next level, reach out to the NXTPoint team.