While winning the last mile has been a retail priority for some time, COVID-19 turned it from a competitive advantage to a survival strategy. Additionally, last-mile concerns have expanded beyond delivery logistics, cost and performance to now include buy online, pick up in-store (BOPIS), contactless curbside pickup and stores’ new roles as micro-fulfillment centers.
As consumers have ramped up their e-Commerce spending, some retailers are struggling to meet consumer expectations for delivery that have been set by Amazon and others that have long focused on perfecting the last mile. Another challenge is that consumers have become accustomed to free and reduced-rate shipping, making profitability an ongoing concern.
This Retail TouchPoints Tech Guide explores the range of solutions retailers can use to solve their biggest fulfillment challenges, including:
- Gaining real-time visibility into delivery performance, even when third parties provide it;
- Rapidly deploying and improving the curbside pickup customer experience;
- Safety and hygiene efforts required for contactless fulfillment; and
- Gathering, coordinating and analyzing data from existing and new fulfillment touch points, including automated lockers, curbside pickup locations and home deliveries.
Download the Tech Guide today!