E-commerce a moving market

Steven TaelemanSales Managersteven.taeleman@postnl.be

Trend 1: Omni channel

Trend 1: Omni channel

Comeos 9 June 2016

45% search online Buy offline

Trend 1: Omni channelCustomer’s future expectations

40% look for easier shopping across on- and offline channels

41% expect improved customer service

45% want improved delivery service

46% ask for easier return and refund

E-commerce europe : European B2C Ecommerce report 2016

Trend 1: Omni channel

Trend 2: The sharing economy

Ovum : The future of E-commerce: The road to 2026

Trend 3: Food

Trend 3: FoodHigh Potential

Comeos 9 June 2016

Trend 3: FoodHigh Potential

Comeos 9 June 2016

Development for PostNLOn recipient and sender side

2020

1 Benelux

proposition

StrategyOne PostNL, various B2B and B2C services

Each customer is unique, including his distribution

requirements

ParcelsPostNL Parcels

One- and two-man distributionExtra@Home

Post, direct mail & returnsInternational

SecureMicroparcel

GDP-compliantPharma & Care

B2C fulfilmentE-commerce Services

NumbersPostNL, a company with growth ambitions

Transit time in 24 hours : 98,5%

94% delivered after a first delivery attempt

40 000 parcels/day, delivered in Belgium

1000 employees in Belgium

MissionDevelopment for sender and recipient

Sender

• .

PostNL

• .

Recipient

• .

Satisfied customer? New order

My PostNL Late delivery times

Increased liability up to €2000Extensive delivery

options: Rembours until €2000

Signature on delivery Only home

delivery

Extensive networkChange deliverySaturday delivery

Delivery within 24 hoursOrdered on Sunday, delivery on Monday

ResearchMeasuring is neccesary

PostNL develops services with only one purpose:Offering more convenience for sender and recipient.

Recent developments on both sidesNetwork expansion in Wallonia

Mediaplanet, 16.05.2016

L’Echo, 16.05.2016

Recent development on recipient side Change Delivery

from sender X

Recent development on sender siderBusiness Portal

Logistic networkDistribution from 5 distribution centers

4 Distribution Centers: Roeselare Wilrijk Vilvoorde Sint-Truiden Sint-Niklaas

Kariboo: retail partner PostNLPostNL Location

• Specialised in press and magazine distribution• Scanning of parcels on collection and delivery using its own Track&Trace• Currently approximately 720 locations in Belgium• Full integration of Kariboo Track & Trace!

93%of the Kariboo! points

is open until 6 p.m.

97%of the Kariboo! Points

is open on Saturdays.

95%of the Kariboo! points

is open from 8 a.m.

94%of the Kariboo! points

is situated within 5

km

Do you still have a question?Aftersales Service

SenderDedicated CS

Dedicated (C)IT

Account Manager

Inside Sales

Transport planner

RecipientTelephone customer serviceContact forms

24/7 Track & Trace

A package full of delivery optionsSender: Supplementary services in the Netherlands

Letterbox package (2kg, 38

x 26.5 x 3.2 cm)

24/7 Track & Trace

Cash on delivery to €2,000

Signature for receipt

Snapshots

Notification by email or text

Increased liability to €5000

2,600 PostNL Locations

Delivery 7/7

Delivery period of 2 hours

So many people, so many delivery wishes Recipient: Change Delivery

Where

Collection from PostNL

Location

9 parcel dispensers

Collection from 400 PostNL

Locations(before 8 30

a.m.)

When

Evening(after 6 p.m.)

PM

Express delivery

(before 10 a.m.)

Express delivery

(before 12 noon)

Sunday

Delivered the same

day

Evening delivery

from Mondays to Fridays (6 p.m. to 9 30 p.m.)

Sunday delivery

AM(before 10

a.m.)

AM(before 12

noon)

Recipient’s address

PostNL Location

Unmanned

Daytime AM(before 8 30

a.m.)

Express delivery

(before 5 p.m.)

PostNL appDifferent functionality for the recipient

Receive push messagesTracing parcelsFind PostNL

LocationRequest

estimated delivery time

Change delivery before 10 p.m.

EuropeLocal hero in each country

Insured up to €500Dimensions: 100 X 70 X 50

cmWeight: max. 30 kg

Signature on delivery inclusive

Detailled T&TExtensive retail network

Rest of the worldLocal hero in every country

Insured up to €200Dimensions : 100 X 50 X 50

cmWeight: max. 20kg

Signature on delivery inclusive

Detailled &T

Extensive retail network