Decrease in Consumer Patience

As shoppers become increasingly accustomed to rapid service, e-commerce companies face greater pressure to match that speed across every interaction. According to SOTI’s latest retail report “The Rise of Social Commerce: Turning Tech Driven Browers into Influenced Buyers”,  consumers continue to demand faster and more efficient deliveries which is evident by 43% saying they would abandon a purchase if delivery took more than two days. A similar number (42%) expect to have the option to pick up an item ordered online on the same day.

Swift and seamless delivery is evolving from a convenience to a baseline expectation and businesses need to meet this demand to keep customer satisfaction high.

Focus on Data Protection

Cybersecurity remains a significant concern for both consumers and businesses. Particularly when it comes to payment processes, three in four shoppers are concerned about sharing personal details online or via in-store devices. Additionally, more than half (53%) of logistics workers worry about the security of customer data when on the move if mobile devices are lost or stolen. Ensuring all business-critical devices are securely managed upholds consumer and employee trust. 

Increased Demand for Order Visibility

Consumers increasingly expect end-to-end transparency for their online orders. SOTI’s research reveals that nearly three-quarters (73%) expect to see the journey of their order unfold in real-time, from checkout to doorstep. By leveraging the right tools, organisations can gain a comprehensive view of real-time inventory tracking, fleet locations, and delivery statuses to ensure they provide their customers with the best possible service and real-time information.

Mitigating Device Downtime 

Despite technological advancements, seamless integration remains a challenge. According to SOTI’s latest Transport & Logistics (T&L) report “The Road Ahead: Driving Digital Transformation in T&L”, T&L workers are losing an average of 11 productive hours each per month due to problems with mobile devices, such as scanners and printers. This downtime is costly for companies, especially during peak shopping seasons when demand is high.

Increased visibility across devices at any point in the supply chain allows real-time tracking for businesses to see the location and status of assets. Combined with the ability to fix and even prevent issues from occurring, operations can continue to run smoothly.

Remote Management for Driver Safety

Delivery drivers face significant pressures to meet demanding schedules. In some cases, this has resulted in dangerous driving, with nearly one in five (16%) needing to increase their speed to avoid delays and disappointing customers. 

The study highlights a concerning reality - drivers face pressure to ‘catch up’ on tech delays, which can put them in difficult situations on the road. Device analytics – tracking app functionality, network connectivity and battery status – can proactively resolve device issues remotely, boosting productivity, enhancing employee wellbeing and improving customer satisfaction.

SOTI and Renovotec are attending DTX Manchester, The North’s biggest digital and IT event, from 2-3 April 2025 at Manchester Central, UK. Renovotec and SOTI will be sharing expertise and insights with visitors at their shared booth C75. Come and visit the booth for a demo and order a coffee using the SOTI Snap app!