In this blog:
- What is delivery management?
- The building blocks of great delivery management
- Why is delivery management so important for e-commerce?
- What to consider when investing in delivery management software
- How nShift helps with delivery management
- Let’s build a better delivery experience
Delivery management is more than just getting a package from point A to point B. Today, delivery has evolved into a critical part of the customer experience – often the last impression your brand leaves. Whether you're shipping small parcels across town or coordinating large freight internationally, how you manage the delivery process can truly make or break a sale.
In fact, 74% of consumers say that the quality of delivery influences their decision to buy from a retailer again. And offering the right delivery options isn’t just about satisfaction – it can boost your bottom line. Research shows that giving customers more delivery choices (like faster shipping or convenient pickup locations) can improve cart conversion rates by up to 20%. That’s where delivery management comes in.
What is delivery management?
At its core, delivery management is the end-to-end process of planning, executing, tracking, and optimizing the movement of goods from warehouse to doorstep. Done right, it gives you full control over your shipping operations, helps reduce costs, and keeps customers happy – all while saving your team’s sanity during the peak season rush.
In this guide, we’ll break down what great delivery management involves, what to look for in a delivery management software solution, and how tools like multi-carrier shipping, real-time parcel tracking, and automation can give retailers a competitive edge in e-commerce.
The building blocks of great delivery management
Effective delivery management isn’t just about moving packages from point A to point B. It’s about building a seamless, end-to-end e-commerce delivery experience that’s efficient, reliable, and scalable. Top-performing delivery management software platforms typically include a few core components and features that serve as the backbone of your delivery operations:
Booking & label generation
Easily schedule shipments, print shipping labels, and handle all delivery documentation with a few clicks – no matter the parcel size or destination. Streamlining the label printing and order packing process saves time and minimizes errors.
Carrier integrations
Connect with multiple carriers (postal services, couriers, freight providers, etc.) in one system to always choose the best shipping option for each order. Whether the priority is speed, cost, or a customer’s preferred carrier, a good multi-carrier shipping solution keeps you in control.
Shipping rules & automation
Set up custom rules to automate how orders are shipped. For example, you can automatically select the cheapest carrier for certain regions or use faster services for high-value products. Let the software do the heavy lifting by automatically applying your shipping policies based on product type, delivery zones, or promised delivery times.
Freight cost optimization
Use smart routing tools and rate shopping to keep delivery spend low without sacrificing service quality. A robust system will compare carrier rates and transit times in real time, so you always get the best value.
Proof of delivery & claims handling
Accidents happen in transit. Built-in support for proof of delivery (POD) – like electronic signatures or photo confirmation – ensures you know exactly when and how a package was delivered. And if a parcel is lost or damaged, an integrated insurance and claims process makes it easy to resolve issues. (Notably, 57% of online shoppers expect a full refund if their parcel is damaged, so hassle-free claims handling is essential for meeting customer expectations.)
These features combine to form the foundation of any successful delivery management strategy, especially as customer expectations continue to rise. Modern consumers expect to see things like real-time tracking updates, flexible delivery options (such as PUDO pickup/drop-off points), and easy returns. If your current process is missing any of these building blocks, it may be time to consider an upgrade.
Why is delivery management so important for e-commerce?
From small online boutiques to enterprise marketplaces, effective delivery management helps businesses meet sky-high customer expectations and stay ahead of the competition. Shoppers today have more choices than ever, and they won’t hesitate to abandon a cart or switch brands if delivery isn’t up to par. Here are a few key ways that better delivery management can impact your business:
Delight customers and build loyalty
Fast, transparent, and reliable delivery leads to happier customers who come back for more. A fully branded, seamless delivery experience (with features like proactive notifications and easy tracking) reduces “Where Is My Order?” inquiries and boosts customer confidence.
For example, Swedish sportswear brand ICIW implemented a branded tracking solution and saw a 50% reduction in delivery-related customer questions, saving around €12,000 per year in customer service costs. With customers no longer wondering where their orders are, ICIW’s team can focus on growth instead of fielding calls – and shoppers feel more informed, improving their overall experience.
Increase conversions and sales
Delivery options can directly influence whether a customer completes a purchase. Offering choices like express shipping, weekend delivery, or convenient pickup locations can reduce cart abandonment.
For instance, Flying Tiger Copenhagen expanded its delivery offering with more PUDO locations (Pick-Up/Drop-Off points) and saw checkout conversions jump by 20% after deploying a new solution. By giving customers the flexibility to choose how they receive orders, you remove friction at checkout – which means more sales.
Streamline operations and cut costs
A great delivery management system introduces efficiencies across your supply chain. Automation and smart integration save time and money by eliminating manual steps.
A good example is JYSK, a global home furnishings retailer. By integrating their warehouse management system with nShift’s platform, JYSK created a one-step “pick, pack, and ship” process – making their warehouse picking process 40% more efficient.
Fewer manual touches and faster label printing translate into lower labor costs and fewer errors. Similarly, automating post-purchase communications can reduce strain on support teams (as in ICIW’s case above) and even drive marketing upside by drawing customers back to your site.
Enable scalability and growth
As your order volumes grow or you enter new markets, you need delivery infrastructure that can scale with you. This is where features like multi-carrier integrations and a robust transport management system (TMS) for freight become crucial.
For example, sustainable haircare company Hairlust needed to expand internationally while keeping its eco-friendly promises. By using a multi-carrier delivery management platform, Hairlust quickly added new local carriers and shipping countries as it grew. The result? They expanded into 10 markets in a year, and since partnering with nShift their shipped orders increased 615% and revenues grew 642%, all while maintaining a great customer experience.
A flexible delivery management solution gives you the freedom to grow your business without outgrowing your systems.
In short…
Investing in delivery management isn’t just solving a logistics problem – it’s building a competitive advantage. When you can promise fast, convenient, and reliable delivery (and actually fulfill that promise), you give customers a reason to choose you over others. You also create internal efficiencies that improve your margins. It’s a win-win.
What to consider when investing in delivery management software
Not all delivery management solutions are created equal. Choosing the right e-commerce shipping solution for your business means finding software that fits your current operations and future plans. Here are a few key qualities to look for when evaluating delivery management software (often part of a broader delivery & experience management platform):
Reliability
First and foremost, the system must perform under pressure. Can it handle your peak season order volume without slowing down? Does it provide accurate, real-time visibility into all your shipments?
A reliable platform ensures that deliveries happen on time, every time – which is crucial for maintaining customer trust. Look for proven uptime, robust support, and success stories or case studies that demonstrate the software’s stability (for example, retailers that survived Black Friday chaos thanks to the platform).
Agility and flexibility
Customer expectations and shipping conditions evolve fast – your delivery setup should be able to adapt just as quickly. Seek out software that lets you easily tweak shipping rules, add new carriers or delivery services, and expand into new regions or sales channels.
The goal is to have a solution that grows with you. If you suddenly need to offer same-day delivery or support a new last mile delivery service, you shouldn’t be stuck waiting months for development. Agile delivery management software will let you configure new options in days, not weeks.
Integration capability
Delivery doesn’t happen in a vacuum. Your shipping system should integrate seamlessly with your other business systems – your e-commerce platform, order management system (OMS), warehouse management system (WMS), and even your transport management system for freight if applicable. Integration is what unlocks end-to-end automation.
For example, when your storefront, warehouse, and delivery software all talk to each other, an incoming order can automatically trigger a pick in the warehouse, print a shipping label, and send tracking info to the customer – no manual data entry needed. Make sure any solution you consider has pre-built integrations (or an open API) for the tools you use.
Scalability
Whether you ship 100 packages a day or 100,000, your delivery management platform should scale smoothly with your business. Pay attention to how the solution handles increases in volume. Can it onboard new carriers quickly? Does it support international shipping complexities (like customs documentation) as you expand globally?
Flexibility is key – especially during peak periods or rapid growth phases. You want technology that won’t hold you back. Ask potential providers for examples of clients who grew significantly while using their system. If they helped another retailer go from startup to international powerhouse, that’s a good sign for your long-term partnership.
In addition to these points, also consider factors like carrier coverage (how many carriers and services are available on the platform), user experience (will your staff find the software intuitive?), and analytics (does it provide reporting on delivery performance, carrier costs, etc. to help you improve?). Ultimately, the best choice will be a platform that aligns with your business size, industry, and customer promises.
How nShift helps with delivery management
Choosing the right delivery management partner can feel daunting, but companies like nShift offer comprehensive solutions to cover every aspect of e-commerce shipping and delivery. nShift’s platform is used by over 22,000 retailers and logistics teams, and it’s designed to scale from small businesses up to enterprise operations. Here’s a quick look at how nShift’s suite of tools can support different needs:
nShift Ship
An enterprise-grade multi-carrier shipping software platform designed for complex shipping networks. nShift Ship allows large retailers and 3PLs to manage cross-border fulfillment, heavy freight, and last-mile delivery all in one place. (Think of it as the command center for high-volume shipping operations.)
Ideal for: Enterprise and high-growth companies that need advanced customization and carrier management.
nShift Delivery
A delivery management solution tailored for small-to-midsize businesses and e-commerce retailers. It’s easy to set up and helps streamline everything from warehouse dispatch to customer communications. With support for a wide range of carriers, nShift Delivery gives growing businesses enterprise-level capabilities without the complexity. It’s especially popular in the Nordic region and now expanding globally.
Ideal for: SMBs and mid-market e-commerce players who want to elevate their delivery game.
nShift Checkout
A tool that turns your online checkout into a competitive advantage. nShift Checkout lets you display multiple delivery options (home delivery, PUDO collection, express shipping, etc.) directly in your e-commerce checkout flow. By integrating real-time carrier data, it ensures customers only see options that are actually available and accurate (no more “standard shipping” surprises). This transparency and choice lead to happier customers and fewer abandoned carts.
Ideal for: Any online retailer looking to improve conversion by offering better delivery choices at checkout. multi-carrier shipping software platform designed for complex shipping networks.
nShift Track
A parcel tracking and notifications solution that keeps your customers informed (and excited) after they place an order. With nShift Track, you can send branded tracking pages and proactive updates via email or SMS, reducing the burden on your customer service team. (Retailers using branded post-purchase communications with nShift Track have seen email click-through rates five times higher than average, greatly increasing the chance of repeat purchases). By delivering a smooth post-purchase experience, you build trust and loyalty.
Ideal for: Businesses aiming to cut WISMO calls and engage customers between purchase and delivery.
Discover nShift TracknShift Returns
A seamless returns management solution that makes the returns process painless for both retailers and shoppers. nShift Returns allows you to offer self-service returns (with printable labels or QR codes), track returns in transit, and even incentivize exchanges instead of refunds. In fact, nShift users have managed to convert up to 30% of returns into exchanges – saving the sale and delighting the customer in the process.
Ideal for: Retailers looking to turn the returns process into a competitive advantage.
Learn about nShift ReturnsnShift TMS
A modern cloud-based Transport Management System that goes beyond traditional TMS capabilities. nShift TMS supports multi-carrier strategies and provides full supply chain visibility for shippers. It’s particularly useful for managing bulk freight shipments and coordinating logistics across multiple warehouses or partners. Unlike old-school TMS software, it’s built to integrate easily with other systems and encourage collaboration across your supply chain.
Ideal for: Organizations managing high volumes of freight or running complex distribution networks.
Learn more about nShift TMS
From out-of-the-box PUDO support to advanced freight automation, nShift provides a complete delivery & experience management platform that can grow with your business. By leveraging nShift’s library of 1000+ carrier integrations and its powerful shipping rules engine, retailers can offer a variety of delivery options and automate the entire journey from checkout to returns.
Let’s build a better delivery experience
Delivery management isn’t just about logistics anymore — it’s about growth, efficiency, and keeping customers happy. With the right software in place, every delivery can become a brand-building moment rather than a pain point.
If you’re ready to elevate your shipping game, explore nShift’s Delivery Management solutions to see how they can help you streamline operations and delight your customers.
Or, feel free to get in touch with the nShift team – we’re here to chat about building a smarter, more scalable shipping strategy for your business. Your deliveries can do more for you; let’s make it happen.
Author
Thomas Bailey
Product Innovation Lead, nShift
Thomas plays a key role in shaping how new features and platform improvements deliver real value to customers. With a background spanning product, tech, and go-to-market strategy, he brings a pragmatic view of what innovation looks like in practice and how to make delivery experiences work harder for your business.
