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In today’s fast-paced e-commerce world, last mile delivery can make or break the customer experience. It’s the crucial final step of shipping, where parcels reach the customer’s doorstep.
Learn what it is, why it matters, and how businesses in Malaysia can optimize last mile delivery for faster, smoother, and more reliable service.
Contents
What Is Last Mile Delivery?
Last mile delivery is the final stage of the shipping process, where a parcel moves from the courier’s distribution hub to the customer’s doorstep. It’s one of the most important parts of logistics because it directly affects delivery speed, customer satisfaction, and overall shipping cost.
In Malaysia, last mile delivery is handled by couriers like J&T, Pos Laju, DHL, Flash Express, Skynet, KEX Express, and on-demand services like Lalamove.
Why Last Mile Delivery Matters
Last mile delivery plays a huge role in shaping the customer experience. When parcels arrive late, damaged, or at the wrong address, customers instantly lose trust in the seller — even if the issue wasn’t the seller’s fault. A smooth last mile process ensures faster delivery, fewer complaints, and higher customer satisfaction.
On top of that, last mile delivery costs make up over 50% of total shipping expenses, especially for residential areas, remote locations, and high-volume festive seasons. That’s why businesses are focusing more on optimising this stage to reduce cost and improve efficiency.
How Last Mile Delivery Works
1. Parcel Sorting at the Final Hub
Once the parcel reaches the courier’s nearest distribution center, it gets scanned and sorted according to delivery zones. Efficient sorting helps couriers schedule their driver routes smartly, ensuring fewer delays.
2. Driver Route Planning
Courier drivers receive a list of parcels along with the most optimised route. Many couriers now use GPS and automated route systems to reduce time, fuel cost, and missed deliveries.
3. Out for Delivery
This is the moment customers watch closely. The parcel is loaded into the van or motorcycle and marked as Out for Delivery. Customers typically receive tracking updates so they can be ready to receive the parcel.
4. Successful Delivery or Failed Attempt
If the recipient is available, the parcel is delivered and scanned as Delivered. If no one is home, couriers may attempt redelivery, leave a notice, or drop the parcel at a pickup point — depending on the courier’s policy.
Common Challenges in Last Mile Delivery
While last mile delivery is essential for customer satisfaction, it comes with its own set of hurdles. From traffic jams to failed delivery attempts, understanding these challenges helps businesses plan better and ensure parcels reach their customers safely and on time.
Traffic & Route Issues
Malaysia’s congested city routes can slow down drivers significantly, especially during peak hours or festive seasons.
Wrong or Incomplete Addresses
Incorrect addresses cause delays, failed deliveries, and additional costs for rerouting or redelivery.
Weather Conditions
Heavy rain, floods, or storms can delay deliveries and increase the risk of parcel damage.
Failed Delivery Attempts
If the receiver isn’t home, it leads to extra trips, wasted fuel, and longer delivery times.
High Operational Costs
Fuel, manpower, vehicles, and technologies all contribute to higher last mile expenses.
How Businesses Can Improve Last Mile Delivery
Optimizing last mile delivery is key to reducing costs and keeping customers happy. By implementing smart strategies and using reliable couriers, businesses can ensure faster, smoother, and more efficient deliveries
Provide Accurate Address Details
Make sure customers fill in full addresses, including unit number, postcode, and landmarks.
Use Trusted Couriers
Services like DHL, J&T, Flash Express, and others via EasyParcel offer better reliability, tracking accuracy, and customer support.
Offer Pickup Point Options
Parcel lockers, pickup hubs, or drop-off points reduce failed deliveries and save time.
Use Real-Time Tracking
Let customers track parcels in real time to reduce uncertainty and support inquiries.
Use EasyParcel for Better Rates
EasyParcel helps businesses compare courier prices, automate labels, manage orders, and reduce last mile cost — especially for high-volume sellers.
How to Ship Items with EasyParcel
- Place the items in the small box.
- Wrap with bubble wrap so it doesn’t get scratched.
- If it’s a branded item, keep the original box inside.
- Seal the package with strong tape and fragile adhesive.
Check the weight with a scale- Measure the length, width and height
- Log in to your EasyParcel account.
- Enter the pickup and delivery address.
- Enter the weight and size of the package.
- Choose your courier service (J&T, DHL, Pos Laju).
- Add insurance if the item is expensive.
Last mile delivery is one of the most crucial steps in the shipping journey, directly affecting customer satisfaction, cost, and operational efficiency. By choosing reliable couriers, improving order accuracy, and using platforms like EasyParcel, businesses can offer faster, smoother, and more affordable deliveries to their customers.
With EasyParcel, you can make delivery simple, affordable, and efficient — helping your business grow smoothly. EasyParcel welcomes you with a FREE RM10 credit for your first shipment. Sign up today and start shipping smarter with EasyParcel!
FAQ: Last Mile Delivery & EasyParcel
1. What is last mile delivery?
Last mile delivery is the final step in the shipping process, where parcels are delivered from a courier’s hub directly to the customer’s doorstep.
2. Can EasyParcel help with last mile delivery?
Yes! EasyParcel connects you with trusted couriers like DHL, J&T, Flash Express, and Lalamove to ensure smooth and reliable last mile delivery.
3. How can I track my parcel during last mile delivery?
All shipments booked via EasyParcel come with real-time tracking, so you and your customers can monitor delivery progress until it reaches the doorstep.
4. How can I reduce last mile delivery delays?
Provide accurate addresses, use reliable couriers, offer pickup points, and schedule deliveries during optimal times. EasyParcel’s platform also helps optimize routes and manage shipments efficiently.
