The world is fast, and the eComm sector and its heavy reliance on delivery is faster. This last step of delivering known as ‘the last mile’ isn’t just the final stretch between a warehouse and a customer’s doorstep, it’s the moment where brand promises either shine or shatter. You can have the most advanced supply chain, cutting-edge warehouses, and efficient air freight, but if that final delivery is delayed, you’re no longer considered by the customer for future business.
The last mile is where technology, human touch, and emotion come together as one, and where companies like Transcorp operate logistics based on loyalty. Imagine ordering something you truly need: a birthday gift, a spare part for your car, or medicine for your family and watching the tracking updates stall at “Out for Delivery.” Every extra hour feels like a decade.
According to Capgemini’s 2023 study, 84% of online shoppers won’t return to a retailer after a poor delivery experience, even if the product itself is perfect. Modern customers combine the product and the process of them getting the product as one experience and therefore, same feedback.
With this concept evolution, last-mile delivery had to evolve as well from simple dispatching to a 360-degree customer focused system powered by real-time tracking, predictive models, and flexible delivery options. A decade ago, last-mile delivery was about speed. Today, it’s about visibility. I want to know where my package is by the second, who’s handling it, and when will I hold it in my hands.
Transcorp is the leader in last mile delivery in the GCC as we adopted the customer-centric approach down to the T. Each of our delivery vehicles is equipped with live tracking. You can view where your order is in real-time and even communicate directly with drivers or support agents whenever you feel it is needed. The smart routing system sends the driver on the most efficient route based on live traffic and weather data. The reason why we focus on this aspect so much is that when customers feel engaged or included in the delivery process, they tend to be more patient and understanding when minor delays occur.
Even the most cutting-edge technology isn’t a silver bullet, it still needs capable people behind it to deliver a seamless experience, which is why we at Transcorp invests heavily in driver training , not just in where to go or how to follow the system and handle the package, but most importantly in customer interaction, empathy, and safety. We train them to greet with a smile, and ensure satisfaction before moving on to their next destination. This approach has taken Transcorp from a delivery service to hospitality on wheel, especially that, and according to a PwC survey in 2023, over 70% of customers say that a friendly delivery experience makes them more likely to reorder from the same company. Transcorp’s last-mile infrastructure uses AI-driven route optimization to minimize delivery times while reducing fuel consumption and carbon emissions. But innovation doesn’t stop there.
When the last mile is errorless, customers rarely notice it. But when it fails, it becomes the talk of the town. Social media, review platforms, and instant feedback forms can turn one late delivery into a viral complaint.
However, this issue can be managed, as every problem is an opportunity. For example, at Transcorp, we have a customer care department that proactively reaches out when a delay or issue arises and that’s the secret weapon of last-mile delivery: proaction over reaction.
The last mile is no longer a logistical afterthought, it’s the heartbeat of the supply chain. It is what could make or break your business credibility, becoming the reason why people consider whether or not to purchase your goods.. While technology is a strong asset, it is only an add on, nevertheless essential, to your human force, which is where your investment should be targeted. With Transcorp’s blend of precision, empathy, and innovation, that final stretch becomes more than just a route, it becomes a relationship.
References
Capgemini Research Institute. (2023). The Last-Mile Delivery Challenge: Balancing Speed, Sustainability, and Satisfaction. https://www.capgemini.com/insights/research-library/the-last-mile-delivery-challenge/
Massachusetts Institute of Technology. (2024, November 19). Cutting Last-Mile delivery Costs | MIT Sloan Management Review. MIT Sloan Management Review. https://sloanreview.mit.edu/article/cutting-last-mile-delivery-costs/
Dupuy, J. (2025b, August 27). 85% of online shoppers say that a poor delivery experience would prevent them from ordering from that online retailer again. Ipsos. https://www.ipsos.com/en/ecommerce-marketplaces-delivery-experience
McKinsey & Company. (2024, January 5). Digitizing mid- and last-mile logistics handovers to reduce waste. https://www.mckinsey.com/industries/logistics/our-insights/digitizing-mid-and-last-mile-logistics-handovers-to-reduce-waste
Bettermile. (2024, October 15). 2024 US last-mile delivery: Amazon vs. major carriers (Real-time tracking survey). https://blog.bettermile.com/bettermile-releases-its-2024-us-last-mile-tracking-report-5afbad48b6ea
World Economic Forum. (2024, December 11). Transforming urban logistics: Sustainable and efficient last-mile delivery in cities. https://reports.weforum.org/docs/WEF_Transforming_Urban_Logistics_2024.pdf
Inoue, Y., & Miura, K. (2023). Significance of face-to-face service quality in last-mile delivery. Journal of Transport & Health, 31, 100507. https://www.sciencedirect.com/science/article/pii/S259019822300132X
Zizakov, M., et al. (2024). The factors influencing user satisfaction in last-mile delivery: The structural equation modeling approach. https://www.researchgate.net/publication/381445479_The_Factors_Influencing_User_Satisfaction_in_Last-Mile_Delivery_The_Structural_Equation_Modeling_Approach
