The Future of Pharmacies Lies in Last Mile Delivery!

Competition is heating up along the last mile as more industries modernize their operations to keep up with the changing retail landscape and meet customers’ growing demand for convenience. Several industries have been affected by the growth of eCommerce and the healthcare industry seems to be next on the list.

The convenience and reliability of prescription drug delivery can enhance local pharmacy competitiveness and enable growth in the evolving healthcare industry. Drugstores and pharmacies can leverage the personal connection they have with their customers to provide customized, convenient, and customer-centric last mile delivery solutions to accommodate their patients’ needs. Delivering prescriptions directly to patients improves customer satisfaction and medication quality as it ensures that the medications are not left in mailboxes or on porches, potentially affecting the effectiveness of the medication.

Flexible delivery scheduling can remove barriers for patients by delivering prescriptions wherever the patient may be that day, whenever they are available.

Last mile delivery is especially valuable for pharmacies because some medication needs are urgent. For example, if a patient requires pain medication, waiting several days or even hours for a delivery is not an option. Flexible delivery scheduling can remove barriers for patients by delivering prescriptions wherever the patient may be that day, whenever they are available. Customers no longer have to leave their homes or travel to a pharmacy to pick up their prescriptions. Real-time updates lets customers know exactly where their medications are and when they will arrive. Customer support provides patients with real-time assistance and answers to all of their questions to ensure they get their medications when they need them.

Tailoring last mile delivery solutions to meet their patients’ expectations will give pharmacies the human touch they need to succeed in an increasingly digital world.

After more than 25 years working with healthcare companies, UDS understands healthcare administrative requirements, heightened security, and compliance.

We’ll handle the security of your packages through highly designed processes that safeguard each step in the chain of custody. Take advantage of our full line of healthcare delivery service solutions:

Real-time Signature Capture to accurately gauge pick-up and delivery times

• Retail pharmacy

• Medical Supplies

• Surgical Supplies

• Ostomy

• Incontinence

• Compounding Pharmacy

• Optical

• Service available to Hospitals, Pharmacies and Residences

• 24/7/365 Customer Support Personnel

• Real-time tracking visibility and reporting

• Delivery personnel with a working knowledge of healthcare delivery services

• On-demand STAT deliveries

• Transportation service solutions throughout the Midwest

• Regular and Random audits and testing by trained security
  personnel to insure the highest level of compliance to security procedures.

• Report and Analysis tools to ensure results meet or exceed your expectations

• Same Day, Next Day, Scheduled / Static Route solutions

For  more information visit http://www.uniteddeliveryservice.com/United-Delivery-Service-Healthcare.html

 

UDS Provides Faster Transit Times!

The underlying logistics of parcel delivery has played an important role in everything from Amazon’s acquisition of Whole Foods to Target’s purchase of Shipt. Billions of dollars are being invested in building out a superior customer-focused service—from online to in-store to direct to consumers.

As retailers continue to seek ways to expedite the shipping process we can rest assured that this year will be another momentous one for expedited delivery.

Supply chains and carriers have made B2B delivery a science, but the growth of trends such as ecommerce, crowdsourcing and same-day delivery has turned last mile delivery on its head. If the last mile is ripe for disruption, supply chain companies have to start perfecting their fulfillment processes to find new and profitable ways to deliver products to customers.  

There is an emphasis on logistics and fulfillment due to an increase in on-demand next/same-day deliveries. Companies are experiencing a large increase in consumer demand for these types of shipments.

Deliveries for which you normally had an hour of preparation, now have to be ready in minutes, which poses challenges in terms of planning.

Examples include pharmaceuticals and food delivery. Customers want a delivery time of a few hours. By the time the order arrives, it has to be processed and ready to go, in order to meet that narrow window.

Our United Delivery Service programs  have been designed and developed over many years to cater to a wide range of shipping needs. Should the occasion arise, our software and services are flexible enough to respond and adapt quickly to meet any customer’s needs.  Call Customer Service: 630-930-5201 UDS offers options ranging from overnight delivery to customized routing solutions.

• Real-time package tracking and reporting

• 24/7/365 Customer Support Personnel

• Electronic signature capture, GPS, VPOD, VPOA

• Same Day, Next Day, Scheduled / Static Route solutions
• Transportation service solutions throughout the Midwest

Contact us at http://www.uniteddeliveryservice.com or 630-930-5201.

 

Developing a Customer Focused Logistics Strategy

E-Commerce has made it easier and faster to purchase goods. Online shopping has drastically changed consumers’ behavior and their expectations.  The expectation is not only on Point A to Point B transportation, but what happens at Point B!  Successful last mile delivery providers must instead put the focus on the customer.  This includes infinite emphasis on brand protection and innovation. Timely, convenient and cost efficient shipping is a priority for the e-commerce consumer and by focusing on the customer, it strengthens the retailers’ brand. With supply chains under even more pressure to fulfill orders, due to decreases in visits to brick and mortar retailers, home delivery providers must be expected to ensure an exceptional customer experience on your E-Commerce / Last Mile Home Deliveries.

In order to avoid inconveniencing your customer base, it’s important to find and select a dedicated last-mile specialist that will not only deliver your brand, but has a vested interest in protecting its equity.

1. Offer flexible delivery options and locations that suit the needs of your targeted customers. Flexible last mile service providers will engage consumers on when and where they can receive an order. You will encounter less “not-at-home” cancelations and frustrated customers.

4. Location, location, location. Futurists have forecasted that the demand for small urban warehouses will rise as proximity to the customer plays an increasingly important role in the last mile delivery process. Warehouses located closer to customers are rapidly growing as they provide a way to facilitate the demand for convenience and faster delivery times.

5. Multiple deliveries to one consignee can be done cost effectively in a single delivery at the time the customers need it. To do this requires a logistics platform and collaboration of stakeholders including consumers, logistics service providers, and retailers/ manufacturers all of whom are engaged to manage their deliveries.

6. Keep abreast of technology – utilize the latest technology to your advantage. Customers are attached to their mobile devices 24/7 and expect to be updated anywhere, any time on the status of their purchases. To remain competitive, last mile service providers need to stay abreast with the latest technology.  Real time tracking is essential to accurately trace exactly where a specific order is at any given time. Customers are not just used to these technologies but expect them as part of every delivery experience.

7. Finally providing customers with good communication, not just simply providing fast delivery, is key to success. Empathy goes a long way.

Although failures are painful, they can be very helpful for finding opportunities to offer unique solutions that will make you stand apart from your competition.  There are solutions available however.  The last-mile challenge can be messy, but by customizing how you handle delivery to your target market, you can provide a higher level of customer satisfaction, and grow your business.

Trends in Final Mile Delivery

The following trends are all about efficiency and lowering costs while trying to improve customer experience.

Faster Fulfillment and Delivery Speeds

With major on-line retailers guaranteeing 2-day delivery, and others following suit, faster fulfillment is required. Customers are now accustomed to 2-day delivery and expect it. This increase in demand has caused tremendous pressure in regards to last mile logistics.

City Warehouses

The location of warehousing has a direct impact on the speed of fulfillment. As demand for same day delivery has increased in major cities, warehouses have started to pop up among them.

Use of the Gig-economy

The explosion of the gig-economy has allowed retailers to outsource some of their last mile delivery services to independent contractors. These contractors complete local deliveries one package at a time on bikes or in their own cars.

Order Tracking

Being able to track a package is extremely important to a customer. It is important for them to be able to know when a package is supposed to arrive or even if it gets lost.

A tracking number is guaranteed with  large carriers like UPS but regional and local last-mile delivery services sometimes aren’t able to offer the same.

Thanks to smartphone apps and the use of GPS, customers can see more specifically where the driver is and the moment the package is delivered. Giving customers’ peace of mind helps to improve customer satisfaction.

Lockers and Pick Up Sites

Some carriers now offer locker pick up as an alternative to delivering packages to their customers. Customers can choose instead go to a secured, self-service locker to pick up their package.

If a customer chooses to have a package delivered to a locker, they are sent a unique passcode which is used to open the locker. Lockers help to mitigate lost and stolen packages. It is a more secure option as opposed to leaving a package at a customer’s front door. This also saves companies money and time as many packages can be “delivered” at once and all at one location.

Upsales at the Time of Delivery

Retailers are tracking our spending habits and, with the use of Big Data, can predict what other items we are likely to buy.

When shopping online, companies use this data to suggest other products that you may be interested in. This same concept will be used during deliveries.

Delivery people will bring additional inventory based on past purchases with the goal of making additional sales in person.

Smart Technology

Big Data is being used in other areas of last mile delivery services as well.

Data analytics are used to discover the best delivery routes and work in real time with traffic data and weather conditions. Routes are automatically adjusted to avoid traffic jams, road construction, etc.

Fulfillment centers also use weather data to determine how to pack certain items during different seasons.

This is especially important for temperature sensitive items like food or pharmaceuticals. Carriers can now monitor temperature with high tech devices which notifies the delivery person if the package is at an unsafe temperature.

Delivery by Self-Driving Cars, Drones, and Robots

Autonomous delivery is not far off in the future. It is estimated that self-driving trucks will be around in five to 10 years.

There are companies working on self-driving technology, like GM and Ford.

Once implemented, cars, vans, and trucks will be making plenty of stops. Its estimated that by 2025, 80% of items will be delivered by an autonomous vehicle. Pilot programs are in effect to work out the kinks of using drones and robots for deliveries.

Of all the trends, autonomous delivery is set to save companies the most money in the last mile of delivery.

The final mile of delivery gets a lot of attention and rightfully so.With all the changes in the shipping industry, it is important to have a courier you can rely to make sure your packages get to their destination on time. United Delivery Service Chicago’s leading regional small parcel carrier. Contact us at http://www.uniteddeliveryservice.com or 630-930-5201.

 

How to Increase Sales by Focusing on Customer Service

In a world where the customer is in control, happy customers are the secret to growth.

That’s why your customer service team has a direct impact on the effectiveness of your sales team. Forward-thinking sales organizations align their sales and customer service teams to improve customer experience, and to increase cross-selling and upselling opportunities.

Here are 8 customer service skills that lead to a customer-centric culture and increased sales.

1. Respond Quickly

Customers are busy and need a solution quickly.

A fast response from customer service is critical, whether on social media, email, live chat, phone, or other service platform.

Your customer service reps should have a definitive process for responding to each channel, as well as guidelines to handle common situations. This helps ensure a smooth customer experience and swift resolution.

2. Choose Enthusiasm

Customers are human, and humans appreciate a smile, empathy, and enthusiasm.

Teach your customer support representatives to start all customer interactions with a positive attitude. This is especially important for reps responding to complaints, who may receive the brunt of customer anger.

It’s critical that these reps have the right mindset and the service skills training to stay empathetic and positive in the face of frustration.

3. Listen

Sometimes, all a customer needs is to know that they’ve been heard. Other times, their issue may require action.

In either case, customer service representatives who listen carefully to the issue will be in a better position to assist. Teach reps not to jump straight to problem-solving mode, but to take the time to fully understand the customer’s concern and to let them know they’re listening.

4. Ask Good Questions

Good listening includes good questioning. Teach customer service reps to ask probing questions to get to the core of the issue, and to uncover unmet needs that may represent sales opportunities.

This consultative approach strengthens customer relationships and the answers to these questions can be used to identify and package an appropriate solution.

5. Adapt the Communication Style

Everyone has a preferred communication style.

Customer service reps can learn to quickly identify the style preferred by each customer–and adapt their approach to match.

When customers receive information in the format and style they prefer, it’s easier for them to understand and respond to it, and they feel happier and more trusting.

6. Develop a Problem-Solving Attitude

Both sales professionals and customer service reps perform best when they maintain a problem-solving attitude.

Sometimes, customer service teams can get caught up in trying to placate the customer or avoid taking blame, when what the customer really needs is to have their problem solved.

A positive, proactive problem-solving attitude can also help the customer service rep to identify opportunities to offer the customer additional products and services.

7. Clarify and Confirm

Once the customer has been understood and a solution has been agreed to, make sure reps know to clarify the solution and confirm it with the customer. This creates clarity in the mind of the customer and reduces the risk of miscommunication.

If the solution includes a conversation with other employees in the company, such as referral to a sales team member, make sure the customer understands how that referral will take place. And then ensure that it is followed up on.

8. Say Thank You

It’s hard to overestimate the psychological value of a simple “thank you.” Customers like to know that their business is appreciated.

Teach reps to say “thank you” at the end of every customer interaction, and to follow up with expressions of gratitude via email and in other formats when appropriate. It can also be useful to build customer gratitude programs that include perks such as coupons, referral bonuses, and other benefits.

Conclusion

Happy customers will stay with you longer, turn into repeat business, and refer their friends and colleagues.

That’s why it’s critical that you build a customer-centric culture in your organization. The question to ask yourself is, “Are our customer service reps simply meeting expectations, or are they aligning with our sales team to uncover and tap into new revenue opportunities?”

Delivering High Expectations in the Last Mile

Final mile delivery developed when people began to ship more than gold and money. As retail companies grew their catalog businesses, couriers expanded their delivery networks.

Last mile delivery is defined as ‘the movement of goods from a transportation hub to the final delivery destination’ – typically a personal residence – and is becoming more important than ever due to the surge of online ordering. The focus of last mile logistics is to deliver items to the end user when they expect it – which is as fast as possible. Last mile logistics has become an important area of interest for retailers, and manufacturers breaking into the e-commerce world.

So what do companies need to think about when creating a successful last mile delivery model?

1. Think beyond geography. Hyperlocal doesn’t only mean coverage of one specific region. The most successful hyperlocal strategies have the capability to scale. A strategy that focuses on a single “locality” will be difficult to scale in other areas. Being able to identify a widespread but local need and having a model that adapts to each new market will be crucial.

2. Think about using a variety of carriers, and don’t discount the smaller ones. Together, local, regional and national carriers create a perfect mix of delivery options and capabilities. In fact, smaller local carriers account for almost 60% of the U.S. trucking industry and can typically transport shipments from 80-100 miles within a specified zone. They are great for parcel last mile delivery as they are able to provide personalized, caring service for clients. Regional carriers are great for shippers with multiple distribution centers and a high concentration of customers within a geographical market. They also typically have wider time schedules for pick-up and delivery and often provide next-day deliveries.

3. Don’t just focus on what your competitors are doing, unless you can do it better. It may be easy to replicate a competitor’s strategy, but it’s not always a model that will work for you as well. Each company and each company’s customer base is different. Find a distinguishing angle of your own, because people love niche. Focus on doing what you’re able to do, and do it well.

4. Learn how to say ‘no’. It’s easy to think that you can do this, and this and this too, but you will never be able to please everyone all at once, even with a last mile delivery plan that you think is perfect. Stick to your strategy and tweak it only when necessary.

The opportunities lying ahead are huge. Logistics providers need to position themselves for the upcoming changes and readjust their existing networks accordingly. The differentiator in this field will be technology. It will be the leading driver as to what companies can do for their customers. Updated technology will manage workflows, direct the customer experience and provides visibility to all parties. The end consumer will see the difference in the form of a package on their front step, days, even hours, after ordering. You’ll see the difference in the form of increased speed, efficiency and revenue.

 

 

RILA 2019 Recap

Two weeks ago retail supply chain leaders from around the country congregated in sunny Orlando, Florida for the 2019 Retail Industry Leaders Association (RILA) conference on supply chain. United Delivery Service was in attendance(booth #307) and met with many new & current customers. RILA is always such a great and informational show for us and we are able to listen to what is happening within the industry. Retail has been in a state of change for a while now, with the more visible focus on in-store and online customer experience.

 In meeting with our current customers at the show and speaking with other companies we continue to hear how supply chain is not simply a cost of doing business, but an area where retailers can create competitive advantages that not only save them money but create value for their customers. When looking back at what we heard at RILA 2019, a few concepts stand out that tie into this overall theme. The overall ability for a retailer to deliver innovative experiences that will resonate with the customer, however, is not simply a flashy web page or fancy in-store technology. It requires alignment throughout the business, with supply chain playing a major role.

Customer expectations are constantly evolving, hence the disruptive nature of retail today. Of all the chaos this has caused, one area that still seems to be lingering as a problem for retailers is the conundrum that is last mile delivery. The simple reality is that retailers need to ensure it is a positive experience for the customer, but they need to find a way to do it both efficiently and in a cost-effective manner.   Overall RILA 2019 lived up to expectations as we got to hear from retailers on the top challenges and opportunities facing their supply chains in 2019. As the retail supply chain grows more complex, innovation and emerging technology are more important in the path to meeting shopper expectations.  We are available to answer your questions and concerns regarding last mile delivery please contact us today.

What if You Could Save More in the Last Mile?

The truth is retailers are looking for ways to deliver goods faster to consumers’ doorsteps to stave off competitor threats and meet customer expectations. To accomplish that, retailers and delivery providers are zeroing in on the “last mile” of fulfillment, the most expensive and time-consuming part of the delivery process, which is when a package reaches the customer’s address.

What are the costs of last mile delivery?

*As a share of the total cost of shipping, last mile delivery costs are substantial — comprising 53% overall. And with the growing ubiquitousness of “free shipping,” customers are less willing to foot a delivery fee, forcing retailers and logistics partners to shoulder the cost. As such, it’s become the first place they’re looking to implement new technologies and drive process improvements.

Perfecting the last mile

As the demand for final-mile deliveries grow, and fulfillment timelines continue to tighten for both consumer and business deliveries, perfecting the last mile has become even more important.

By adopting a balanced approach, incorporating innovative solutions that address the final stretch, combined with the proper attention to order fulfillment and streamlined dispatch processes further upstream, we may finally reduce the headache and costs that currently make the last mile the hardest mile of all. Let us answer any questions you may have regarding last mile delivery.

If shopping around other last mile providers is on your to-do list this year let us help you weigh your decision.

 

* Source The Business Insider

Is Your Business Prepared for the Holidays?

Oh yes, Christmas time is coming closer.

For most shoppers it means searching for gifts they eventually will buy in the last possible moment. For eCommerce and retailers, it means more inquiries, more sales, increased traffic and a hectic time of year.   Relax, there’s still plenty of time to prepare everything.

Holiday season is often the most profitable time of the year for online businesses: “Not only the last quarter of the year see increases to the number of orders but the average order sizes also tends to be much bigger as well. In fact, some retailers make up to 40% of their yearly revenue in the last quarter alone.”

Here are some tips to prepare your online store and your employees for this busy time.

1. Consider more liberal ordering and returning policies

For your ecommerce store, sales is the most important part of the holiday season, so you need to think some things through. First, consider the ways customers can order from your store. Some stores offer more liberal policies when it comes to ordering and returning items during holiday shopping season.

2. Think about the payment methods

Holiday shopping season is a great time to consider additional payment options for your ecommerce store.

Do you think your store would benefit from maybe adding PayPal as another option? There are many customers who prefer this kind of payment method. It’s nice and profitable to meet their expectation. This small change could lead to a nice boost in your conversion rate.

3. Prepare your website for heavy traffic

You should check if your website is up to speed and if it can handle heavier traffic. You can also look at your analytical data from last year to anticipate web traffic.

4. Make sure consumers can shop from a variety of devices

These days most transactions now take place on multiple devices, with smartphones and tablets leading the way.

Cross–device shopping is increasingly popular among consumers who might find an item on one device, research it on another and then buy it on a third. Now, people shop everywhere: while they’re at home, on a train, in a coffee shop or at work. And each time they use different devices.

5. Stock up on best sellers and make them visible

Your homepage is the prime location, so use it to present engaging graphics with promotions for your best products. Make them visible for all customers.

Remember, if you sell a lot of these during the regular season, you can bet they will disappear quickly from the stock before Christmas.

6. Step up your Customer Service

During Holiday season you will have increased traffic on your website and more inquiries from your customers, not only on chat. You should be able to help customers through all communication channels like social media, live chat and email.

United Delivery Service makes deliveries happen faster for businesses and consumers. We’ve developed a Midwest network positioned to enhance the speed and flexibility of last-mile delivery. We help consumers get products more quickly while lowering the cost of distribution for the businesses they buy from. Contact us today 630-930-5201. http://www.uniteddeliveryservice.com/index.html 

Delivering the Best Customer Service!

Do you remember the last time you had an unpleasant experience with a service or product?

Maybe the service or product failed to live up to the sales pitch; perhaps the company concerned failed to answer your emails or phone-calls.

Maybe they failed to do what they said they would; or they gave you the good old ‘run-around’ when you called to ask a question or report a problem?

Any or all of these issues revolve around one thing and one thing only – terrible customer service! And when there’s a lack of customer service it’s usually caused by a lack of customer focus.    Here are some customer service rules that we feel are important

1. Accessiblity To Customers

Customers must be able to contact someone in the company who represents you, should they require service or have a question to ask. It’s important to offer many different ways for your customers to contact you: like phone, email, and social media. Make sure all these communication channels are easy to manage; otherwise the level of customer service could take a dive. If you provide many contact points, but you don’t increase your resources and staff, you’ll be spreading yourself too thin. The result will be a decline in your customer service.

2. Always Responding in a Timely Manner

Make it business policy that all emails and phone calls must be returned with 24-hours. If this is not something you can commit to, then you must determine what timeframe would be manageable and be very clear with your customers that this is the timeframe you work within. Customers are usually very accepting providing you’ve been clear with them from the onset, and you follow through.

3. Listen to What Your Customers Have To Say

Customers are just ordinary people, and they want to be heard: sometimes all that’s required is that you listen to what they have to say. Don’t jump in and start defending yourself, your company, or your product – just listen. Who knows, they could have a valid point!

4. Treat Your Customers With Respect

If you are trying to deal with an irate, rude, complaining or demanding customer, never lower yourself to their level of behaviour. Continue treating your customers with respect, and in turn they will respect you. They might just be having a bad day and could well regret their bad behaviour. Obviously it’s not ‘right’ that people disrespect you, but at the end of the day you’ll be pleased that you didn’t lower your standards and that you remained respectful.

5. Never Argue With Your Customers

You’ll never win an argument with a customer: what this means is that, if you do win, you will have alienated the customer and lost their business forever. We all understand only too well that a customer is often wrong, but it’s not a good idea to start defending yourself: focus on what’s occurred and see how you can best resolve the situation.

6. Honor Your Commitments

Do what you say you will do. If you offer a guarantee, then you must honor it: it you say you’ll respond to emails, respond to them. It’s irritating to anyone to be promised something and then not get it: it’s a surefire way to ruin a relationship.

7. Do What You Say

If you’ve promised to call a customer on Monday, call them on Monday. It’s really very simple. If you want to earn the trust and respect of your customers you must follow through and do what you said you would. From a customer’s point of view we all know how annoying and time-wasting it is to be waiting for a phone-call, email, or visit from someone who (turns out) had no intention of following through.

8. Focus on Customer Relationships – Not Sales!

For your business to enjoy long-term success you must cultivate long-term relationships. Sacrificing long-term relationships to make short-term sales dooms your business to failure.

9. Admit When You’ve Made a Mistake

We’re all human, and we all make mistakes. One very valuable lesson on customer service is, when you do make a mistake, don’t deny it or try to cover it up. Admit your mistake, apologize, and do whatever it takes to make the situation right. Your customers will appreciate it, and no-one loses customers this way.

10. Provide Fast, Convenient Customer Support

When consumers encounter a problem with your products/services or have a question about your brand nowadays, they expect you to offer a quick, decent response. Think about it – people today don’t usually get to enjoy a lot of free time. Thus, having to spend even half an hour on dealing with customer support can seriously harm customer satisfaction levels.

Excellent customer service often comes down to consistently checking in with your customers and making sure they are happy with not only the products and services you’re selling, but also the process of purchasing, ordering, working with you, etc. UDS would like to partner with you and be your first choice in last mile delivery! Your customers deserve the best and so do you! Save 10% or more with a FREE shipping evaluation.