The New Competitive Advantage: Own the Final Mile

TL;DR: In 2025, the last leg of delivery—the final mile—is no longer just logistics. It’s a strategic asset. Belgian businesses that control the final mile gain a real edge: faster fulfilment, higher margins, better customer retention, and stronger brand trust. Whether through tech, smart partnerships, or in-house coordination, owning this touchpoint is now essential. Record Express helps clients take control with transparent, SLA-backed delivery designed for Belgian B2B speed and complexity.

What Does It Mean to “Own” the Final Mile?

It means taking control of how, when, and where your products are delivered—right up to the customer’s door.

Ownership doesn’t mean doing it all yourself—it means designing the outcome, not leaving it to chance.

• You control the timing, quality, and communication

• You choose partners that deliver to your standards

• Your clients associate delivery experience with your brand

• You get data: delivery performance, recipient feedback, ETA accuracy

• You’re accountable—and that builds trust

McKinsey Supply Chain Trends 2025 – Final mile as a revenue lever Source: mckinsey.com
EU Last-Mile Ownership Study – Impact of branded delivery on customer loyalty Source: ecommerce-europe.eu

Why Is Final Mile Delivery Now a Competitive Advantage?

Because speed, reliability, and visibility have become the deal-breakers in B2B and B2C.

In Belgium, customers no longer tolerate vague ETAs or missed deliveries.

• Fast, consistent final mile = higher retention and repeat business

• B2B buyers see it as part of your service offering, not logistics

• It directly impacts SLA compliance and client satisfaction scores

• You can respond faster to issues or reschedule in real time

• Enables differentiated service tiers (same-day, lockers, time slots)

🔗 Related: Is Fast Delivery the New Normal?

Statbel Buyer Retention Report – Delivery experience as loyalty driver Source: statbel.fgov.be
EU B2B Procurement Priorities – Delivery speed in supplier selection Source: vbo-feb.be

What Happens If You Don’t Control the Final Mile?

You lose visibility, credibility, and customer loyalty.

When you outsource delivery without oversight, mistakes and delays become your problem.

• Missed drops reflect poorly on your brand

• Clients blame you—not the courier—when things go wrong

• Lack of data means you can’t improve or negotiate SLAs

• More inbound support tickets and re-delivery costs

• Harder to scale same-day or high-priority fulfilment

EU SLA Breach Data (2025) – Costs of final-mile failure Source: ec.europa.eu
Customer Experience in Logistics Report – Brand trust tied to delivery Source: supplychainmovement.com

How Can Belgian Businesses Take Control of the Final Mile?

By designing a final-mile strategy—powered by tech, data, and smart courier relationships.

Whether you outsource or use in-house drivers, what matters is control over the outcome.

• Partner with couriers offering SLA visibility and tracking

• Integrate delivery data into CRM or fulfilment systems

• Use smart lockers or micro-hubs to reduce failed drops

• Set standard procedures for urgent, medical, or sensitive goods

• Define your own rules: cut-offs, time slots, fallback options

🔗 Learn more: Delivery KPIs That Matter in B2B

Gartner Logistics Playbook 2025 – How to gain strategic control of last mile Source: gartner.com
Belgian Courier Infrastructure Study – Regional delivery control options Source: bpost.be

How Does Record Express Help Clients Own the Final Mile?

We offer end-to-end visibility, SLA tracking, and delivery customisation to give clients real control.

Record Express is more than a courier—we’re an extension of your brand’s service experience.

• Real-time tracking, live ETAs, and custom notifications

• SLA-backed delivery in Brussels, Antwerp, Ghent, Leuven, and Liège

• Locker delivery and smart routing for reliability and speed

• Pharma-grade compliance, legal handoffs, and time-slot options

• Post-delivery reporting and performance dashboards

🔗 Explore: Smart Lockers, EV Fleets & Route Tech

FAQs About Final Mile Ownership

Does owning the final mile mean using in-house drivers?
No—it means owning the delivery outcome, whether via partners or internal teams.

Can I get branded tracking and delivery alerts?
Yes—Record Express supports white-label delivery notifications.

Is it worth the cost to control final-mile delivery?
Yes—especially if speed, SLAs, or customer retention affect your bottom line.

What tools support final mile visibility?
Use CRM integrations, tracking portals, SLA dashboards, and locker networks.

Sources

McKinsey Final Mile Strategy Report (2025) – Competitive impact of owning the last touchpoint
Source: mckinsey.com

Statbel Buyer Experience Trends – Delivery performance and brand trust
Source: statbel.fgov.be

EU SLA Compliance Guidelines – How delivery ownership affects contracts
Source: ec.europa.eu

Supply Chain Movement Logistics Study – Tactics for controlling the last mile
Source: supplychainmovement.com