Home delivery in eCommerce: how to reduce costs without sacrificing service

In the world of e-commerce, home delivery has become a decisive factor for customer satisfaction and company profitability. What used to be an added value is now a basic requirement. But meeting it can be an operational and financial challenge.

The dilemma is clear: How can logistics costs be contained without deteriorating the quality of service? In this article we give you concrete keys to understand the main challenges and see how Celeritas solves them with scalable, sustainable and results-oriented solutions.

Delivering well without ruining profitability

Home delivery is not just the last step of the order. It is the last impression the customer gets. Punctual, informed and flexible delivery can build customer loyalty. A failed delivery can mean the loss of that customer.

However, providing excellent service should not be a permanent cost overhead for eCommerce. The challenge is to find a model that allows high standards to be maintained without compromising margins. This is where logistics strategy, technology and, above all, the right partners come into play.

How does the delivery rate impact on profitability?

Variables influencing logistics costs

The cost of a delivery depends on factors such as:

• The distance to the point of delivery.
• The urgency or modality (delivery in 24 h, 48 h, etc.).
• The number of delivery attempts.
• The level of handling of the package.

The failed deliveries or reattempts are a direct cost overrun and also wear down the customer service team. If the customer is not at home or does not receive the order in time, it is very likely that they will end up requesting a refund or returning the product.

Operational consequences of poor planning

When deliveries fail, there is a direct impact on key KPIs:

• More tickets and incidents.
• Worse success rate in the first delivery.
• Increased rate of returns.
• Worse brand perception.

This reduces the unit profitability of each order and makes scalability difficult.

The customer wants control, not just speed

The new "perceived value" in delivery

Many eCommerce companies think that fast delivery is what is most valued. But the reality is more complex. Consumers want to be in control:

• Choose whether you prefer pick it up at a point or have it delivered to your home.
• Choosing a time slot or delay delivery.
• Know where your order is at all times.

Sometimes, 24-hour delivery without notice generates more frustration than value. The customer appreciates more a delivery foreseeable y tailored to your schedule.

Proactive communication as a differentiating factor

A system that reports order status in real time, allows changes or confirms delivery time, improves NPS and after-sales satisfaction. Logistics ceases to be a source of friction and becomes a valuable point of contact.

How to contain costs without sacrificing service quality

Tactical and strategic actions

To reduce costs without lowering the level of service, many brands apply the following strategies:

• Automate notifications and monitoringavoiding overloading the team.
• Offer collection point as a more economical (and sustainable) option.
• Use different operators according to areas or type of product.
• Better planning last mile to avoid empty kilometres.

A holistic view of the last mile

The last mile represents the most expensive and most difficult stretch to optimise. Reducing its impact is key:

• Centralise logistical information.
• Ensure full traceability of the order.
• Optimise routes and schedules to improve overall efficiency.

Celeritas: a model for scaling up without losing profitability

Multicarrier model with dynamic allocation

At Celeritas we use a multicarrier network which allows each delivery to be assigned to the most efficient operator based on criteria such as destination, volume or urgency. This reduces costs and improves the success rate.

Combined solutions and full traceability

The eCommerce can choose between:

• Home delivery.
• Pick up at Celeritas point.
• Lockers.

All managed from a single platform with full traceability and easy integration, allowing full control of the process.

Optimisation without redoing your processes

Integrating with Celeritas does not require redoing anything. We offer modular solutions that are adapted to the moment of each online shop. In addition, they provide consultancy and accompaniment to scale up in a controlled manner, without compromising margins or experience.

Conclusion: costs vs. service - how to scale up without losing control?

Home delivery in eCommerce faces a delicate balance: if you prioritise customer service, costs can skyrocket; if you focus only on cutting costs, you can compromise on customer experience and loyalty.

The solution does not lie in choosing between one extreme or the other, but in finding smart logistics models that allow maintaining a high level of service without losing control over profitability.

At Celeritas we work precisely on this point of equilibrium. We design logistics solutions that fit your operations and customer expectations, helping you scale without compromising margins or reputation.

Want to improve your delivery model without compromising margins? Contact us and find out how we can help you.

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