How Retailers Are Innovating on Delivery and Fulfilment

Research reveals that 84% of shoppers won’t return to a retailer after just one poor delivery experience, highlighting the importance of flawless fulfilment. Today’s consumers demand multiple speed options, flexible delivery locations, precise time slots, real-time tracking and seamless returns.

For retailers, meeting these expectations while managing costs presents both a challenge and an opportunity for customer-centric innovation that drives conversion and loyalty.

Multi-Carrier Shipping Strategies

Progressive retailers are moving from restrictive single-carrier relationships to dynamic multi-carrier shipping strategies. This approach provides access to diverse carriers through a single integration, enabling optimal carrier selection based on destination, service level and cost. Benefits include sustained capacity during peak periods, wider delivery options and improved performance through carrier diversification. Retailers working with delivery experts like GFS can access these capabilities without managing multiple carrier relationships independently.

Sophisticated Delivery Options at Checkout

Innovative retailers are enhancing the checkout experience with dynamic delivery options that respond to customer preferences and order characteristics. By presenting relevant choices based on location, order value and timeframe, retailers can improve conversion rates while setting realistic expectations.

The most effective implementations allow for real-time carrier selection and transparent communication, building trust from the outset. Solutions like GFS Checkout help retailers implement these capabilities efficiently.

Enhanced Final Mile Delivery Tracking

The final mile remains the most visible part of the delivery journey. Forward-thinking retailers are investing in improved tracking capabilities for transparency and peace of mind. Advanced solutions offer real-time visibility across carriers, proactive delay notifications, self-service tracking and branded experiences.

These capabilities boost satisfaction and reduce customer service inquiries. Solutions like GFS Seeker help retailers maintain control of the customer experience even when using multiple carriers.

Flexible Delivery Services

Leading retailers are expanding beyond traditional home delivery to provide greater convenience. Alternative delivery options gaining traction include Click & Collect, secure locker networks and out-of-home delivery points.

Recent data shows 45% of consumers have used alternative delivery methods in the past year, highlighting their growing importance. These options cater to diverse lifestyles while potentially reducing costs and environmental impact.

Technology-Driven Delivery

Retailers at the forefront of delivery innovation are implementing systems that orchestrate multi-carrier operations effectively. These automatically select the optimal carrier based on predefined rules, centralise customer service inquiries and streamline invoice reconciliation.

This integrated approach provides complete operational visibility and control, allowing retailers to focus on strategic improvements rather than day-to-day logistics. Tools in GFS’ Enterprise Carrier Management (ECM) technology suite such as GFS Selector and GFS Manager are simplifying these complex operations.

Data-Driven Optimisation

Leading retailers are using data analytics to continuously refine their delivery operations. By analysing insights on carrier performance, success rates, costs and customer satisfaction, retailers can make informed decisions about carrier selection and service offerings.

Analytics platforms like GFS Reportor as part of ECM help transform delivery data into strategic insights, ensuring operations remain efficient and aligned with customer expectations.

A structured approach yields the best results: assess current performance, develop a clear strategy aligned with brand positioning, implement the right technology and carrier relationships, and commit to continuous optimisation.

Industry data suggests retailers with optimised delivery strategies see up to 30% higher customer retention rates. This strategic approach transforms fulfilment from a necessary cost into a competitive advantage.