Chain Reaction Ep. 31: First-Time Delivery: Logistics' Biggest Challenge

Ross Jermy, Managing Director and Co-Founder of Move Parcel, identifies what most parcel operators misdiagnose. First-time delivery failures are treated as a transport or execution problem. Ross's data suggests otherwise: most failures are information problems. Wrong address. Incorrect contact details. Missing access instructions. Packages routed to the wrong location before they ever reach a driver. The logistics conversation fixates on transport optimisation - faster sorting, better routing algorithms, smarter vehicle schedules. But if the package data is wrong from the start, transport optimisation just moves the problem at speed. Move Parcel's approach is to fix the information layer. Better address validation. Clearer customer communication about delivery. Real-time visibility that lets customers intervene before a failed delivery happens. For e-commerce operators, this is significant. A first-time failure doesn't just cost a re-delivery. It costs customer experience damage that's measurable in returns, complaints, and churn. Ross's conversation unpacks what first-time delivery actually requires and why most operators get the emphasis wrong. The operators who own their parcel success fix the data and information problems before optimising the transport. That's where the real improvement lies.