Last-mile structure is the distribution structure enabling the last stretch of a business-to-consumer (B2C) parcel delivery. It takes place from the order penetration point (i.e., fulfilment centre) to the final consignee’s preferred destination point (e.g., home or a pre-designated cluster-collection point) for reception of goods.

Omni-channel entails the ability of the consumers to move freely between the various channels (e.g., online, mobile devices, and physical store), all within a single transaction process providing consumers with a seamless and consistent shopping experience across the different channels and devices