Design and Implementation of a Customer-Interactive Cargo Delivery System: A Case Study from Türkiye

The rapid growth of Türkiye's e-commerce sector has created a pressing need for more flexible, customer-centric, and operationally efficient last-mile delivery solutions. In response, a national logistics provider implemented an Interactive Cargo Delivery System, enabling recipients to manage their deliveries through a web-based platform accessible via short messaging system (SMS). Core functionalities include address confirmation, delivery rescheduling, and alternate drop-off options, all integrated with real-time courier tracking and geo-fenced delivery verification. Following its deployment, the system achieved a measurable 1.8% increase in same-day delivery success and contributed to a reduction in branch return rates from 14.2% to 11.6%, representing an 18% relative improvement. In 2024, over 2 million satisfaction surveys were collected, with 89.7% of respondents reporting a positive experience. Furthermore, the system has been utilized in over 42 million shipments, with data indicating a strong preference for unattended delivery and flexible redirection options. These findings underscore the system's potential to enhance delivery performance, elevate customer satisfaction, and provide a foundation for future AI-driven personalization and optimization in logistics operations.