How to Improve Customer Experience with Order Tracking Software

Order Tracking Software Image

Within the logistics industry, customer satisfaction reigns supreme. A 2023 study by McKinsey & Company found that a staggering 83% of customers surveyed would abandon a purchase due to poor delivery experiences. This statistic highlights the critical link between efficient delivery operations and a company's success. Traditional delivery methods, often characterized by manual workflows and siloed communication channels, struggle to meet these ever-increasing customer demands. Missed deliveries, unexpected delays, and a lack of transparency can quickly erode customer trust and loyalty, ultimately impacting profitability.

Why Choose Delivery Management Software?

Delivery management software offers a transformative solution to these challenges. By transitioning from manual processes to automated workflows, optimized routes, and real-time communication capabilities, this technology empowers businesses to significantly enhance customer satisfaction across the entire delivery journey. It offers a world where customers receive automatic updates on their shipment status, possess the autonomy to reschedule deliveries based on their needs and experience a seamless transition between the online and offline environments. Delivery management software unlocks this potential, fostering trust and loyalty while driving business growth.

What is a Delivery Management Software?

Delivery management software is crucial for modern delivery operations due to several reasons. Firstly, it enhances customer satisfaction by providing real-time updates and accurate delivery timelines through order tracking software. Customers are kept informed about the status of their orders, leading to increased trust and satisfaction. Secondly, businesses benefit from improved efficiency and cost savings. By optimizing routes and schedules using shipment tracking software, companies can reduce fuel costs and delivery times. Additionally, the integration of freight tracking software ensures that even large and complex shipments are managed effectively. Furthermore, the use of a comprehensive logistics tracking system helps minimize errors and reduce lost or misplaced packages. This reliability is vital for maintaining a good reputation and customer loyalty.

Order Tracking Software Image

Solutions developed by a custom software development company can be tailored to specific business needs, ensuring that the software meets all unique operational requirements. This can include unique features and integrations that off-the-shelf solutions may not provide. Utilizing a custom software development service ensures that the software can scale and adapt to the changing needs of the business, further enhancing efficiency and customer satisfaction.

What Are The Key Features of a Delivery Management Software?

Real-Time Tracking

Real-time tracking is essential for modern logistics, allowing businesses to monitor the location and status of their deliveries accurately. This feature uses GPS and other tracking technologies to provide up-to-the-minute information on the whereabouts of products and vehicles.

Real-time tracking improves visibility across the supply chain, enabling logistics managers to identify and address issues promptly. For example, GoFleet highlights that this technology allows businesses to provide accurate ETAs, which enhances customer satisfaction and trust by keeping them informed about their delivery status​ (GoFleet Tracking)​.

According to Million Dispatch, real-time tracking helps optimize delivery routes, saving time and fuel costs by finding the most efficient paths based on current traffic conditions​ (MILLION DISPATCH -)​.

Route Optimization

Route optimization ensures that deliveries are made efficiently by calculating the best possible routes for drivers. This feature can significantly reduce delivery times and operational costs.

A study on the benefits of real-time tracking found that optimized routes could lead to fuel savings of up to 33%, contributing to both cost reduction and environmental sustainability​ (GoFleet Tracking)​.

During the COVID-19 lockdowns, a nonprofit using real-time tracking for delivering medication saved over 12 hours per week in route planning, illustrating the substantial time-saving benefits​ (MILLION DISPATCH -)​.

Automated Dispatch

Automated dispatch uses algorithms to assign delivery tasks to drivers based on various factors such as location, load capacity, and delivery urgency. This feature ensures that the right resources are used efficiently.

Automated dispatch systems can dynamically adjust to changes in delivery schedules or routes, ensuring timely deliveries even when unexpected issues arise. This flexibility is crucial for maintaining high service levels in fast-paced delivery environments.

Customer Notifications

Keeping customers informed about their delivery status is critical for customer satisfaction. Delivery management software can automatically send notifications via SMS, email, or app alerts to keep customers updated.

Million Dispatch notes that real-time updates and notifications help manage customer expectations and reduce support inquiries, as customers can track their shipments independently​ (MILLION DISPATCH -)​.

Providing accurate ETAs and regular status updates enhances customer trust and satisfaction, as highlighted by GoFleet, by ensuring customers are well-informed throughout the delivery process​ (GoFleet Tracking)​.

Analytics and Reporting

Analytics and reporting features provide valuable insights into delivery performance, driver behavior, and overall logistics efficiency. These tools help businesses identify areas for improvement and make data-driven decisions.

Real-time data on delivery operations can reveal patterns and trends that inform strategic decisions. For instance, detailed reports on delivery times and route efficiency can help optimize future delivery schedules​ (GoFleet Tracking)​.

Companies using advanced analytics can achieve better inventory management, as they have a clearer picture of their supply chain operations and can make more informed decisions about stock levels and order fulfillment​ (MILLION DISPATCH -)​.

Integration Capabilities

Integration with other business systems such as inventory management, CRM, and ERP systems ensures seamless data flow across different departments, enhancing overall operational efficiency.

Integrating delivery management software with inventory systems can provide real-time visibility into stock levels and help prevent overstocking or stockouts. This integration is crucial for maintaining a balanced inventory and meeting customer demands effectively​ (MILLION DISPATCH -)​.

Driver Performance Monitoring

Monitoring driver performance helps ensure safety and efficiency. This feature tracks metrics such as speed, braking, and acceleration to promote safe driving practices and improve overall delivery performance.

GoFleet points out that tracking driver behavior helps reduce incidents of harsh braking and speeding, which not only enhances safety but also contributes to better fuel efficiency​ (GoFleet Tracking)​.

Providing real-time feedback to drivers based on their performance data helps in coaching and improving their driving habits, leading to fewer accidents and better compliance with safety regulations​ (GoFleet Tracking)​.

What Are The Best Practices for Using Delivery Management Software?

Training Staff


Training staff on the use of order tracking software, shipment tracking software, freight tracking software, or any logistics tracking system is crucial for the successful implementation and utilization of the software within your organization. Proper training ensures that employees understand how to navigate the software, input data accurately, and leverage its full capabilities to streamline operations and enhance customer satisfaction.


To ensure effective training programs for your staff, consider the following tips:

  1. Customized Training Modules: Develop customized training modules tailored to different roles within your organization. For example, delivery drivers may require training on route optimization features, while customer service representatives may need training on how to address customer inquiries using the software.
  2. Hands-On Practice: Incorporate hands-on practice sessions into your training programs. Allow employees to interact with the software in a simulated environment where they can familiarize themselves with its features and functionalities.
  3. Regular Refresher Courses: Schedule regular refresher courses to keep staff updated on any software updates or new features. This ensures that employees remain proficient in using the software and can adapt to any changes quickly.
  4. Interactive Training Materials: Utilize interactive training materials such as video tutorials, user manuals, and online demos to supplement classroom training sessions. Interactive materials can help reinforce learning and provide additional support for employees as they navigate the software.

Feedback Mechanism: Establish a feedback mechanism where employees can provide input on their training experience and any areas where they may need additional support. Use this feedback to continuously improve and refine your training programs.

By investing in comprehensive training programs for your staff, you can ensure that they are equipped with the knowledge and skills needed to effectively utilize order tracking software, shipment tracking software, freight tracking software, or any logistics tracking system. This not only improves employee confidence and efficiency but also contributes to overall customer satisfaction and business success.


What Are the Challenges with DMS?

Delivery Management Software (DMS) offers numerous benefits but also presents several challenges. These challenges can impact efficiency, customer satisfaction, and overall business operations. Here, we explore these challenges in detail and provide solutions to address them.

Integration with Existing Systems

Challenge: One of the primary challenges with DMS is integrating it with existing systems such as ERP, CRM, and inventory management software. Without seamless integration, data silos can occur, leading to inefficiencies and errors.

Solution: Utilize APIs (Application Programming Interfaces) and middleware to ensure smooth data exchange between systems. Choosing a DMS that offers robust integration capabilities and working with vendors who provide support for customization can help. For instance, leveraging cloud-based integration platforms can facilitate smoother integration processes​ (MILLION DISPATCH -)​ .

User Adoption and Training

Challenge: Ensuring that all users, from dispatchers to drivers, are comfortable using the new software can be difficult. Resistance to change and lack of proper training can lead to underutilization of the software’s features.

Solution: Implement comprehensive training programs that include hands-on sessions, video tutorials, and continuous support. Encourage feedback from users to identify areas where additional training may be needed. Offering incentives for early adoption and proficient use can also motivate employees to embrace the new system.

Data Security and Privacy

Challenge: With the increasing reliance on digital solutions, data security and privacy have become major concerns. DMS systems handle sensitive information such as customer details and delivery routes, making them targets for cyberattacks.

Solution: Implement strong security measures such as encryption, multi-factor authentication, and regular security audits. Ensure compliance with data protection regulations like GDPR. Working with reputable DMS providers who prioritize security and regularly update their systems to address new threats is crucial.

Scalability Issues

Challenge: As businesses grow, their delivery management needs become more complex. Some DMS solutions may struggle to scale effectively, leading to performance issues and inefficiencies.

Solution: Choose a DMS that is designed to scale with your business. Cloud-based solutions often provide better scalability and flexibility. Regularly review and upgrade your software to ensure it can handle increased workloads and integrate new functionalities as needed.

Real-Time Data Accuracy

Challenge: For DMS to be effective, the real-time data it relies on must be accurate. Inaccurate data can lead to incorrect routing, delayed deliveries, and unhappy customers.

Solution: Ensure your DMS is integrated with reliable GPS and IoT devices that provide precise data. Regularly calibrate and maintain these devices to prevent errors. Additionally, implementing machine learning algorithms can help predict and correct potential data inaccuracies before they impact operations.

Customer Expectations and Communication

Challenge: Modern customers expect real-time updates and high levels of communication regarding their deliveries. Failure to meet these expectations can result in dissatisfaction and negative reviews.

Solution: Implement features that allow for automated, real-time communication with customers. This includes SMS and email notifications about delivery status, delays, and ETAs. Providing customers with tracking links and having a robust support system in place for handling queries can greatly enhance customer satisfaction.

Cost Management

Challenge: Implementing and maintaining a DMS can be expensive. Costs include software licenses, hardware, training, and ongoing maintenance.

Solution: Conduct a thorough cost-benefit analysis before selecting a DMS. Consider cloud-based solutions which typically offer more flexible pricing models compared to on-premises systems. Additionally, focus on the long-term ROI by evaluating how the DMS can reduce operational costs and improve efficiency over time.

Handling High Volume Periods

Challenge: During peak periods like holidays, the volume of deliveries can spike, putting additional strain on the DMS and leading to potential bottlenecks and delays.

Solution: Use predictive analytics to anticipate high-volume periods and plan accordingly. Ensure your DMS can dynamically allocate resources and reroute deliveries to handle increased demand. Implementing automated systems that can adjust to changes in real time will help maintain smooth operations during these peak times.

Technical Support and Troubleshooting

Challenge: Issues with the DMS can disrupt operations. Having insufficient technical support can exacerbate these problems, leading to prolonged downtimes.

Solution: Choose a DMS provider that offers comprehensive technical support, including 24/7 availability, quick response times, and knowledgeable staff. Establish a clear troubleshooting protocol and provide training for in-house IT staff to handle common issues efficiently.

Bottom Line

To elevate your delivery operations and significantly boost customer satisfaction, consider integrating a comprehensive logistics tracking system tailored to your business needs. By leveraging order tracking software, shipment tracking software, and freight tracking software, you can provide real-time updates, efficient route planning, and seamless proof of delivery, all of which enhance transparency and trust with your customers. Investing in custom software development ensures that your system is uniquely suited to your requirements, offering the flexibility and scalability needed to adapt to future demands. 

Reach out to our experts today to explore how custom software development services can transform your delivery process and foster lasting customer loyalty.

Citations: Digital logistics and the technology race | McKinsey


  1. Business Insider
  2. McKinsey
  3. Fleetmatics
  4. DispatchTrack
  5. Gartner
  6. UPS
  7. DHL
  8. MetaPack
  9. Statista
  10. Shopify
  11. Forbes
  12. FedEx
  13. Fleet Complete
  14. Cybersecurity Ventures

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