XPO Pilot Testing Last-Mile Web Service
XPO Logistics is testing a web service that allows people who purchased appliances, furniture or other large items to track deliveries and receive e-mail or text message alerts about whether the driver is on time or delayed due to traffic or weather.
The service is due to launch in November and the platform also will work on smartphones and tablets. It also will provide customers with preparation tools and a way to rate the experience or reschedule the delivery online.
XPO facilitates 13 million last-mile deliveries annually, making it one of the top white-glove providers in the industry, according to the company.
The Greenwich, Conn.-based company also ranks No. 3 on the Transport Topics Top 100 list of the largest for-hire carriers in North America.
“When a consumer buys a product from a retailer managed in our systems and opts to get notifications, our technology provides visibility and control of the delivery with online tools,” Chief Information Officer Mario Harik said. "It's an advancement in technology that improves the customer experience. This is what e-commerce companies and brick-and-mortar retailers are asking for."
XPO expects to provide optional private-label branding of the consumer experience, which means the e-mail, phone or text message communication would have the look and feel of the retailer.
“We have repeatedly been ahead of the curve with last-mile technology that drives up consumer satisfaction in retail and e-commerce. The launch of our new, interactive delivery management tools will build brand loyalty for our customers and provide a next-generation platform for further omnichannel development,” Chief Operating Officer Troy Cooper said. “Once our North American roll-out is complete, we plan to adapt this technology to our growing last-mile business in Europe.”