Delivery Experience, Optimized

Focus on the customer delivery experience to keep your delivery promises and meet consumer expectations for speed, cost, and sustainability. Reduce fulfillment costs, inspire ongoing brand loyalty and repeat business.


Offer More Delivery Choices

Consumers want more delivery choices. Gone are the days of relying on a single carrier. ‘Multi-carrier’ has evolved into ‘omni-carrier’. The ability to manage a diverse portfolio of global, national, and regional carriers, supplemented by local couriers and gig-economy delivery services, is critical to mitigate the risks of supply chain disruption and capacity constraints.

Keep Delivery Promises

Shoppers are conditioned to expect businesses to make good on their delivery promises with ever-increasing levels of certainty and specificity. Data-driven analytics of historical carrier performance, product type, weather, zip codes serviced, and prevailing supply chain conditions are replacing carrier marketing messages to determine order ETAs with confidence.

Reduce the Cost of Free Delivery

Consumers still expect free and fast delivery at the same time as shipping costs to residences are steadily increasing and the industry is shifting from B2B to D2C fulfillment models. Rating selections need to access actionable pricing intelligence across a broad range of carriers and consider multi-modal options to make the most cost-effective delivery decision every time.

Reduce Packaging Waste and Damage

Today’s shoppers are environmentally conscious and don’t like the experience of a large truck pulling up to their home delivering small orders packed in large containers with excessive fill. They are disappointed to receive damaged goods. AI applied during the pick/pack process reduces packaging waste and decreases DIM fees while ensuring orders aren’t under-packed, improperly packed, or poorly labeled.

Improve Visibility and Proactive Alerts

Studies show that the average consumer makes 8 tracking requests while awaiting their order. Proactive tracking and alerts can push order status to eager customers and alert them of impending deliveries or delays. Constant visibility of each order, regardless of carrier or service, is needed to monitor transit progress and identify concerns that can jeopardize the delivery promise.

Offer Returns Alternatives

Many shoppers will buy from a retailer if the returns process is easy and most will buy from them again if the returns experience is positive, despite some dissatisfaction with their purchase. With a self-serve returns process and convenient drop-off points, a positive returns policy can be maintained to inspire and keep brand loyalty.

Configuration Flexibility

Change is a constant in the new world of D2C fulfillment. You can’t afford to deploy solutions that will be cast in “process cement”. Sendflex administrative tools enable you to configure business rules, workflow processes and UIs, and carrier selection criteria, and then adapt to new requirements.


Top 10 Brand-Enhancing Moves Retailers Can Make to Optimize Customers’ Delivery Experience


Learn how to optimize the quality and cost of your B2C delivery experience