Technology, society, and the economy evolve in a tight relationship. One cannot exist without the other, as they are all interconnected.
eCommerce is a prime example of how this works. In the wake of a virus that locked the entire world inside, eCommerce (already a growing industry) boomed—and it has been on a steady pace ever since. With the new wave of growth, came new responsibilities (for businesses) and expectations (for customers).
Flawless delivery is precisely one of those expectations, and eCommerce delivery management platforms are how businesses address and meet this customer demand.
What is an eCommerce delivery management tool, what does it do, why should you choose one, and what are some inspiring stories from brands that nailed their delivery (and won their customers' hearts)?
We're answering all of these questions in the article below. Read on and find out more.
In short, an eCommerce delivery management platform is a software solution that helps eCommerce businesses manage their delivery operations. It streamlines the entire delivery process, from order fulfillment to tracking and delivery confirmation.
Although every eComm delivery management tool is different, they will generally help you:
The eCommerce market is projected to reach almost $708 billion in 2025. And while the UK is leading in the eCommerce industry, the more continental Germany and France follow in closely, with Germany’s online sales forecasted to grow from €97 billion in 2023 to €146 billion in 2029, and France from €73 billion to €106 billion in the same period. And in the meantime, across the Pond, the eCommerce market is projected to reach a staggering $8 trillion by 2029.
Global eCommerce is growing, and the signals are stronger than ever. There's a lot of opportunity on the table, for online shops from Europe, the US, and everywhere else in the world. But it also comes with a competitive landscape, with more and more retailers joining the digital market every day.
If you want to stay at the top of your game, you need to do your best. And delivery plays a massive role in making sure each and every single customer is happy with your products and/or services. So much so that 60% of consumers would abandon their carts if delivery options were inflexible, When 82% of customers share positive delivery experiences and 72% of satisfied customers increase their purchase frequency by 12%, it’s clear that great delivery service drives loyalty and repeat business.
Here are some specific benefits of using an eCommerce delivery management platform for your business:
An eCommerce delivery management platform streamlines the fulfillment process by automating key operations like order tracking, route optimization, and real-time updates. This level of efficiency not only reduces manual errors and operational costs but also ensures faster and more reliable deliveries.
When you strive to create a seamless experience for your team and your customers, such a platform directly contributes to customer satisfaction and fosters the repeat business outlined earlier.
A delivery management platform is essential for modern businesses looking to thrive in a competitive market. Integrating automation and real-time tracking enhances operational efficiency and directly impacts customer satisfaction.
Faster deliveries and transparent updates build trust and loyalty among customers, aligning perfectly with the need for a seamless experience highlighted earlier. This investment not only strengthens your reputation but also drives repeat business, making it a critical component for any store aiming to scale effectively.
Having a reliable delivery management system is key to achieving effective brand differentiation in a competitive market. By offering faster, more reliable deliveries and maintaining transparency throughout the process, your store can stand out from competitors who rely on slower, less efficient systems.
This capability not only aligns with customer expectations for convenience and trust but also reinforces the seamless experience highlighted earlier, positioning your brand as a leader in meeting modern consumer needs.
A streamlined returns management system is critical to ensuring customer satisfaction and loyalty, especially in today’s consumer-driven market. By simplifying the returns process with clear policies, fast refunds or exchanges, and transparent communication, your store can build trust and reduce friction for customers.
This capability complements your efforts in offering reliable deliveries and enhancing customer convenience, creating a cohesive and dependable shopping experience that truly sets your brand apart in a competitive landscape.
A seamless cross-border strategy is essential for expanding your store's reach and meeting the needs of a global audience. Localized payment options, multi-currency functionality, and region-specific shipping solutions all enable your store to remove common barriers to international shopping.
The consequence of this? Enhancing customer experience and building trust with shoppers worldwide, aligning with your commitment to dependable service and customer convenience, as outlined in the importance of simplifying returns and reliable deliveries.
Okay, let's say you're already in the market for an eCommerce delivery management tool. Congrats, you're making amazing steps to building a better customer experience (and ensuring your business is a well-oiled machine)!
Here are some of the main features to look for when choosing an eCommerce delivery management software:
Route and delivery optimization is another essential feature of fleet management software that works hand-in-hand with real-time GPS tracking to enhance operational efficiency. By analyzing factors such as traffic conditions, delivery time windows, and fuel consumption, route optimization ensures that drivers take the most efficient paths. This not only reduces delivery times and costs but also minimizes environmental impact, providing a solution that benefits businesses, customers, and the planet alike.
Branded communication ensures consistency and professionalism across all customer interactions. Fleet management software includes company logos, colors, and personalized templates in emails, invoices, and notifications. These features reinforce brand identity, create a cohesive and polished image, and build trust and recognition with customers. This approach aligns with operational efficiency and reliability.
Seamless carrier integrations are a key feature of fleet management software. They allow businesses to connect directly with multiple carriers and streamline logistics operations. These integrations simplify tasks like shipment tracking, rate management, and communication automation. This ensures real-time visibility and greater operational efficiency. With branded communication and strong carrier connectivity, businesses enhance the customer experience and improve supply chain processes.
Analytics and reporting empower businesses to make data-driven decisions by providing actionable insights into fleet operations. Access to detailed performance metrics, driver behavior analysis, and delivery efficiency helps identify areas for improvement. By integrating analytics into fleet management software, companies ensure precise tracking, cost optimization, and enhanced decision-making, aligning seamlessly with other core features like carrier connectivity and communication automation.
A scalable infrastructure enables businesses to adapt to changing operational demands without disruptions. It supports seamless integration of new technologies and ensures the system can handle growing volumes of data and fleet operations efficiently. This flexibility allows companies to expand their capabilities while maintaining consistent performance, aligning with key features like analytics and communication tools for robust, future-ready fleet management.
Compliance with regulations across multiple countries requires a centralized system capable of adapting to diverse legal requirements. An effective fleet management solution includes real-time updates, ensuring adherence to evolving standards while minimizing risks.
Tools for tracking, reporting, and documentation streamline the compliance process, allowing businesses to operate confidently in global markets. These features are critical for maintaining efficiency and reliability across borders.
“Our mission is to streamline last-mile delivery with innovative features that drive efficiency and enhance customer trust. From real-time GPS tracking and route optimization to branded communication and seamless carrier integrations, our platform ensures businesses can deliver faster, smarter, and more sustainably. With powerful analytics and a scalable infrastructure, we empower companies to adapt, grow, and provide exceptional delivery experiences every step of the way."
– Mircea Stan, CEO Postis
Aside from the main features to look for, there are other factors to consider when choosing the right fleet management platform. Here's a quick step-by-step process to help you determine which option works best for you.
Your eCommerce delivery model is an important factor to consider when choosing a fleet management platform. Do you handle your deliveries in-house or do you outsource them? In-house delivery requires more resources and personnel, so a comprehensive platform with features like real-time tracking and route optimization would be beneficial. On the other hand, if you outsource, look for platforms that offer integration with third-party logistics companies.
The specific way you deliver your packages will, of course, influence the eCommerce delivery management platform you choose. An in-house delivery system may benefit from a platform that offers features like inventory management and employee tracking. On the other hand, if you outsource your deliveries, look for platforms that offer integration with third-party logistics companies and have strong communication tools to ensure smooth coordination between all parties involved.
You want to make sure that your eCommerce delivery management platform integrates seamlessly with the rest of your eCommerce operations. If you use a specific shopping cart or customer relationship management system, make sure that your chosen platform can integrate with them.
In addition, it's always a good idea to consider future integrations as well. As your business grows and evolves, you may find yourself needing to add new systems and tools to support your operations. Choosing a flexible and adaptable delivery management platform will save you time and resources in the long run.
Customer experience is key when it comes to successful delivery management. Your platform should provide a smooth and intuitive experience for both you and your customers. This includes features such as real-time tracking, automated notifications, and customizable delivery options.
By investing in CX features, you can improve customer satisfaction, retention, and loyalty. Plus, with the rise of e-commerce and online shopping, providing a seamless delivery experience is no longer just a nice bonus – it's expected by consumers.
When evaluating the cost and ROI of your CX initiatives, it’s essential to consider both the short-term and long-term benefits. While some customer experience improvements may require significant upfront investment (like upgrading delivery systems or implementing advanced analytics), these costs often pay off over time through increased customer loyalty and higher lifetime value.
Additionally, delivering a consistently high-quality customer experience can reduce customer churn, lowering your need to spend on acquiring new customers, which helps balance the initial expenses.
To effectively measure ROI for any kind of tool you buy for your online store, identify key performance indicators (KPIs) such as customer satisfaction scores, repeat purchase rates, and net promoter scores.
These metrics provide valuable insights into how your CX strategies are performing and their financial impact. Utilize data from customer feedback and operational performance to assess whether your investments are driving the desired outcomes. Remember, a strong focus on CX may not only improve direct profitability but also strengthen your brand reputation, which is a critical competitive advantage in today’s market.
For example, companies that have implemented improved CX strategies often see tangible results, such as a -20% average reduction in refusals and returns on delivery. Remember, a strong focus on CX may not only improve direct profitability but also strengthen your brand reputation, which is a critical competitive advantage in today’s market.
Out there, in the wild, eCommerce businesses large and small are thriving as a result of implementing healthy, sustainable, and customer-centric CX strategies. Here are some examples of how different industries have utilized CX to improve their business:
Casper sells mattresses—not the most exciting product, but surely something everyone needs. Also, something everyone wants transportation for (if you've ever tried fitting a whole mattress into a sedan car, you know exactly why).
Because they understood the importance of customer experience, Casper made a name for itself by simplifying the mattress buying process and providing exceptional customer service. Their "mattress-in-a-box" model compresses mattresses in an air-sealed bag, making it easier to ship and handle. Plus, customers get a 100-night trial to test out the mattress before committing to keeping it.
HelloFresh didn't just make groceries and making dinner easier, they made sure their entire delivery system is perfected to the last detail. HelloFresh basically controls a vertically integrated supply chain-from sourcing ingredients to production and direct delivery. They optimize delivery routes to reduce fuel use and emissions, use electric vehicles in some markets, and have real-time tracking and batch shipping to ensure freshness and efficiency
BirchBox delivers curated beauty product samples monthly via subscription. They manage logistics by partnering with reliable carriers and automating fulfillment to ensure timely, consistent deliveries that maintain customer engagement and satisfaction.
In Romania, Easybox is a self-service parcel delivery network with over 200 locations managed by Sameday (one of the biggest local delivery companies). These EasyBox locations allow customers to pick up and drop off packages at their convenience. eCommerce businesses that partnered with Easybox enabled their customers to make returns easier than ever, through their network of locations. This type of partnership between local retailers and delivery companies is becoming more common, as it benefits both parties.
This is a prime example of how good delivery partners and systems help you get to more people, easier, and in a way that is more scalable, no matter how big or small your business may be. Read more about this in our article on how easy deliveries and returns make for better sales numbers.
Where there's a market boom, there are technological advancements. Considering how fast eCommerce has been growing, it's no surprise that there has been a significant focus on streamlining the delivery and return processes.
At Postis, we made it our mission to help businesses achieve their goals by providing them with a platform that simplifies their shipping and returns processes, and makes things transparent, end to end. From the control tower to cross-border solutions, we have built an entire system meant to make last-mile delivery a seamless process, across the board—for you and for your customers too.
