Last-Mile Delivery and Order Fulfillment Transformation for a Furniture Manufacturer
The Challenge
Owned transport, historically seen as an advantage, had become a constraint, since deliveries were only dispatched once a full load had been assembled. Lead times reached two weeks, and cancelled orders averaged 10–15 percent. There was no consistent delivery-date promise and no clear order status tracking.
What We Do
Current-state audit of the entire process, plus a benchmark of transport costs and complaint rates.
Analysis and comparison of offers from five furniture-specialist carriers.
Operational pilots launched with selected carriers in selected regions.
Design of a hybrid model, plus restructured order statuses and a direct-delivery process.
Results
Potential to reduce transport costs by 22–27 percent.
Existing carriers found to be 60–70 percent more expensive than market rates.
Operational target set at 48-hour delivery with on-time performance above 95 percent.
Summary
A delivery logistics audit was carried out and a hybrid model was designed, combining owned transport with external carriers. The order fulfillment process was restructured, addressing the main causes of cancellations and extended lead times.
