Behind the last mile: how Buntu approaches delivery in a fast-growing city

New roads, new neighbourhoods and addresses described by landmarks. A look at the practices that make deliveries in Kigali more reliable.

For any e-commerce company, the final stage of delivery is one of the most complex and costly parts of the operation. In Kigali, where new roads and neighbourhoods are developing quickly and many addresses are described by landmarks rather than numbers, it also has a direct effect on how customers experience the service.

Buntu manages its own deliveries in Kigali, and has developed a set of practices aimed at reducing failed deliveries and improving reliability over time.

Recording local knowledge

When a delivery encounters a problem, such as an unclear entrance or a location that is difficult to find, the details are recorded against the customer's address. These notes are available on every subsequent delivery to that address. As the number of deliveries grows, this accumulated local knowledge is becoming an increasingly valuable part of the operation.

"Maps are improving all the time, but they cannot tell you which gate is open in the afternoon or which building a customer means when they describe a landmark," says a Buntu spokesperson. "That information comes from the deliveries themselves, and the important thing is to capture it so that it is not lost."

Confirming every delivery

Before arrival, Buntu contacts each customer by phone to confirm availability and the exact location. This step has consistently been one of the most effective measures for reducing missed deliveries, and it gives customers a clearer idea of when to expect their order.

Transparent delivery fees

Buntu displays the delivery fee before payment, so customers know the full cost of their order in advance. This avoids disputes at the point of delivery and supports a more straightforward experience for both customers and Buntu.

Buntu will continue to refine its delivery practices as it expands its coverage across Kigali.

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