Last Mile Learnings: How Distributors Manage Deliveries

Delivery is one of the most visible touchpoints in the distributor-customer relationship, and one of the most operationally complex. From fleet decisions and route optimization to proof of delivery and customer communication, the last mile touches margin, satisfaction, and loyalty all at once. Yet most distributors have cobbled together their delivery operations over decades, and few have a clear view of how their approach compares to the field.

In this Distribution Leader Panel, distribution executives share how they are managing the last mile today: what is working, what still does not, and what decisions they wish they had made sooner. The conversation covers the full range of delivery models, from owned fleets to third-party carriers to hybrid approaches, and the technology, staffing, and process choices behind each. You’ll hear from Douglas Chapman, Director of Region Operations and Safety at Mayer Electric, and Molly Langdon, Senior Vice President of Customer Experience at Stellar Industrial Supply, as they discuss how their organizations run delivery day to day and connect last-mile performance to the customer experience.

Key Takeaways

• How distribution leaders are structuring their last-mile delivery operations across different models and market types
• The technology investments making the biggest difference in delivery efficiency and customer visibility
• How leading distributors are managing cost, speed, and reliability tradeoffs without sacrificing service
• What customers actually expect from delivery today, and where most distributors still fall short
• The organizational and staffing decisions that determine whether last-mile operations scale

What You’ll Learn

The operational and staffing decisions that determine whether last-mile capabilities scale as a business grows.

How distribution leaders are structuring their last-mile delivery operations, including the fleet, carrier, and hybrid models in use and the reasoning behind each.

The technology investments making the biggest difference in route optimization, real-time tracking, proof of delivery, and customer communication.

How leading distributors are managing the tradeoffs between delivery cost, speed, and reliability without degrading service quality.

What customers actually expect from delivery today, where the gaps are most common, and what separates distributors whose delivery experience earns loyalty from those where it does not.