How to improve communication with carriers in the last mile

The last mile is one of the most critical and complex sections of the entire logistics chain. And although we often talk about route optimization or cost reduction, there is an equally crucial aspect that is often overlooked: communication between the key actors in the cast. We refer to logistics managers, delivery people and, of course, end customers.

In this article we are going to break down the main communication problems that currently exist, why they continue to occur and, most importantly, how we can solve them using modern tools and more efficient flows.

📞 The phone: the king who no longer reigns

In many delivery companies, the main communication tool is still the telephone. It's a fast, straightforward, and widely adopted solution. But it is also the source of numerous problems that directly affect operational efficiency.

Problems with (synchronous) telephone communication between manager and delivery person

1. Time lock
2. A call requires simultaneous attention from both people. If you are busy, the entire operation is delayed.
3. Constant interruptions
4. The manager interrupts the delivery person to answer questions or make adjustments, affecting their concentration and productivity.
5. Mutual dependence
6. If the delivery person doesn't answer, the manager is left without information. If the manager is not available, the delivery person gets frustrated.
7. Lack of traceability
8. The calls leave no clear or organized record of what has been said or agreed.
9. Coverage or noise issues
10. In rural areas or noisy environments, voice communication is inefficient or even impossible.

🧍 ‍ ♂️📱 Deliver-customer communication: the big bottleneck

The other major battle front in the last mile is the interaction with the end customer. Here, too, the telephone reigns, with equally questionable results.

Main customer communication issues

1. Last-minute alerts
2. Many delivery people call just a couple of minutes before arriving, leaving little room for the customer to react.
3. Unanswered calls
4. The customer may be busy, at work, or without coverage. This requires repeated attempts, causing delays.
5. Unnecessary waste of time
6. Coordinating deliveries over the phone multiplies downtime, especially when you have to retry or wait for answers.
7. Ambiguity and errors
8. Poorly indicated addresses, unclear instructions, or last-minute changes without documentation.
9. Unnecessary tension
10. Calls can lead to misunderstandings or even conflicts if there are unpunctualities or unmet expectations.

💡 How to improve communication in the last mile?

1. Using Asynchronous Messaging Platforms

Tools such as Routal they make it possible to establish asynchronous communication channels where information flows without the need for both parties to be available at the same time. This allows:

• Leave clear, written instructions.
• Record incidents and inquiries.
• Send automatic notifications about the status of the cast.
• Notify in advance, generating options for the end customer and for the manager.

2. Smart notifications for the customer

Customers can receive automatic notifications by SMS, email or WhatsApp stating:

• Estimated time of arrival.
• Number of stops remaining before yours.
• Possibility to change the time or place of delivery from the mobile phone.
• Ability to send messages to the delivery person to find solutions or alternatives

3. Real-time tracking portals

A solution such as Routal allows us to offer the customer a tracking link where you can see the location of the delivery person and their progress. This reduces unnecessary calls and increases customer satisfaction.

4. Quick feedback and issue forms

Both the delivery person and the customer can report problems in a structured way (damaged package, wrong address, missing customer...), which avoids long calls and centralizes management.

5. Integration with planning and CRM tools

By having all the information centralized, the logistics manager can make faster and more data-based decisions: redistribute routes, assign tasks, anticipate delays or manage incidents.

🧭 Result

The last mile is not only about kilometers traveled, but about people who understand each other (or not). If we continue to rely on the telephone as the only communication tool, we are doomed to a system that is fragile, inefficient and difficult to scale.

Moving to smarter solutions such as Routal improves coordination, reduces errors and, above all, Save time for the whole team. Because in the end, good communication doesn't just deliver packages... Give peace of mind.

If you feel that you have this type of problem, I encourage you to try Routal Planner or Schedule a call.

‍

‍