E commerce a moving market
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Transcript of E commerce a moving market
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
