Presentatie persconferentie SN
Transcript of Presentatie persconferentie SN
Case study « bpost by appointment »
Peter Somers Member of the Executive Committee
bpost at a glance
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Some figures
Mass Retail & Channels
• 669 post offices • 674 post points • Others: stamp shops, e-shop, contact center, …
Mail Service Operations
• ~13,200 red boxes • 5 sorting centres, 280 operational platforms • Collect and distribution 5x/week • 10,000 daily rounds • 5.3 million addresses • ~10 million mail items/day • ~100,000 parcel items/day
Normalized EBIT
bpost at a glance
Employees Average FTEs
Key financial indicators
EUR million
Reported EBIT
Total Operating income
2010 2011 2012
Total operating income (revenues) 2013
85%
Note: Only reported results have been audited; the presentation of normalized results is not in conformity with IFRS and is not audited 3
29,311 27,973
26,625 25,683
2010 2011 2012 2013
2318 2365
2416 2429
2013
319 359 404 436
322
69
323 451
Other sources
of revenues
26%
Parcels 10%
Domestic Mail 64%
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Our strategy is simple and focused
Continue to focus on core mail
business
Innovate / grow within core
competencies
Generate continued productivity
gains
Keep stakeholders
on board
Cash generation
and dividends
Case study ‘bpost by appointment’
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THE STARTING POINT
THE MODEL
WHY A POSTAL OPERATOR?
CONCLUSION
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2
3
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THE STARTING POINT 1
Our mission
We bring everything that really counts to
every door
We believe home delivery has the future
e-Commerce growth
Home delivery is preferred
2,2 m senior citizens (2020)
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4 interesting customer segments
Young busy families
who seek comfort and
time gain
Frequent online
shoppers
Less mobile and elderly
people
SOHO’s who are looking for service
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“Food” has an
enormous potential
as delivery market
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Half of all spendings of a household
(Part of) grocery shopping is “boring”
Other heavier items
Big tickets
Regular (daily, weekly) purchases
“Food” has an
enormous potential
as delivery market
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In this context, we test “bpost by appointment”
Starting from the consumer
To deliver & collect any good anywhere anytime
Responding in a sustainable way to trends in society
That builds on the strenghts of bpost
An innovative service
THE STARTING POINT
THE MODEL
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2
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The model: 4 key steps
for consolidated
delivery, paid by the receiver”
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The model: 4 key steps
for consolidated
delivery, paid by the receiver”
• The customer agrees on a delivery time with bpost and pays for it. He goes online via the merchant’s webshop or via bpostopafspraak.be
• All purchases and parcels are delivered together at that time
• The customer can also return goods (empties, ironing, etc.)
• The customer pays for the goods safely and securely online or by bankcard at the time of delivery
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STEP 1
On www.bpostsurrendezvous.be
• The consumer selects a time slot to have his goods delivered at home by the postman
• He can manage his personal delivery preferences
• He can track the status of his orders
• He can find all information on participating merchants and their latest offers
• He can see which stores are available to deliver on his appointment
Make an appointment (or go shopping)
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STEP 1
The bpost website is an open online shopping mall, offering supermarkets, non-food retailers and specific food webshops
• The consumer can start shopping from the bpost platform or from the merchant’s webshop
• Participating merchants meet certain predefined criteria: o Sufficiently broad or deep productassortment o Deliverable on all weekdays and online accessible 24/7 o State of the art webshop integrated with the bpost website oWillingness to participate in co-marketing o Excellent operational preparation and logistics
Shop via bpost or the webshop of the merchant
STEP 2
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STEP 1
Ordered goods are delivered at home in a consolidated way by the postman on the appointment of the consumer • The cold chain is rigorously respected (fresh (0-4°C),frozen (-18°C))
o Isothermic boxes, ambient transport o Follow up of temperature with data loggers (sampling) o Temperature control of every box at the consumer
• Sending back goods is possible as well
o Laundry, ironing, drycleaning,… (hanging transport) o Empties, return packages,…
Receive all your groceries and parcels together on appointment
STEP 2 STEP 3
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STEP 1
Goods which have not been paid online yet, are paid to the postman The postman accepts: • Debit cards • Credit cards • Electronic meal vouchers bpost deposits the money on a weekly basis to the merchant
Pay everything at the moment of delivery
STEP 2 STEP 3 STEP 4
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Digital platform serves as “shopping mall” & scheduler service
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Transparent business
model for all
Merchants
Consumers
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Merchants
• Pay per order • Based on number & type of
boxes • Based on first mile service (e.g.
pick-up or drop-off)
Consumer
• Pays per visit • Tariff can vary according to
service asked and supplements apply, e.g. delivery on a higher floor
Grow with a qualitative service
at variable cost, and without bothering
about the last mile
Get all your groceries
and parcels delivered
when & where you want, also after 17h
* Indicative tariff, depends among others on number of boxes per order, size of merchant and service requested
~4€* per
order
9,95€ per visit
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THE STARTING POINT
THE MODEL
WHY A POSTAL OPERATOR?
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2
3
We have
the right infrastructure
We have the right people
We have the right people
The postman as service provider
• People = our strength on which we can build our future. • 11.000 postmen on the payroll • 1 network for the delivery of mail and parcels Groceries will only be delivered by postmen. • Trainings (also on service providing) Our current ‘bpost sur-rendez-vous’ customers consider the postmen as a hero.
We have
the right infrastructure
Largest operational network in Belgium to deliver mail and parcels
• 2 full automatic sorting centra for parcels, 5 cross-dock platforms and 297 distribution platforms with loading docs • 10.000 daily distribution rounds @ 4,5 mio families • >100.000 parcels / day, delivered at D+1 • > 10 mio letters /day • Now also delivery of parcels on Saturday
AX
CX
LX
BX
GX
Collect
Masspost
Customers
DistributionOffice
AX
CX
LX
BX
GX
Collect
Masspost
Customers
DistributionOffice
We have
the right infrastructure
We respect the strict Belgian regulation on hygiene and cold chain
• We use cooling elements for fresh and carbonic ice for frozen products. • The postmen measure the temperature before delivery on the basis of samples. • All info is registrered and communicated to the merchants EPP Boxes for fresh and frozen (inside ): 503(L) X 304(B) X 404(H)
We have
the right infrastructure
Platform for consumers and merchants Payment system
• bpost built a consumer portal to: o Access e-shops of supermarkets, food and non-food e-
tailers, service providers to shop and book appointment for home delivery through API integration;
o book appointment (www.bpostsurrendezvous.be) • bpost built a merchant portal to receive orders, announce orders and print labels
• bpost developed a ‘pay at the door’ system.
THE STARTING POINT
THE MODEL
WHY A POSTAL OPERATOR?
CONCLUSION
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2
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This is one of the
projects in a transformation
from mail to goods
Parcels
Goods Mail
FUTURE
PRESENT
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A relevant service to
society
A response to ecologic challenges
Home delivery of groceries reduces CO2
• 20 – 75%: compared to using own
car • 80-90%: with optimised routing
A response to the challenge of the ageing population
Cfr. Study by University of Washington Cfr. Study in Turnhout
Meals
Local shop-ping
Para-medic
Laun-dry/
ironing Parcels
Pharma
…
Groce-ries
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2011
2012
2013
?
Concept
Tests
Evaluation
Roll out (tbd)
A project built step by step
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Evaluation: tests
encouraging
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Evaluation: tests
encouraging
After >10.000 deliveries
• Food safety and cold chain completely under control (only 0,2% major incidents)
• 99,5% of deliveries as agreed
Observed consumer behavior:
• 19,8: average usage frequency per year; 73% of consumers use service at least every 2 weeks
• 106 €: average basket value at a supermarket
• 1,95: average number of orders consolidated per visit
Waver Sint Niklaas
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Why now?
Online food growing rapidly worldwide
New ‘pure players’ in food successfull in several markets
Google en Amazon launched groceries (incl. fresh) in the U.S.
Recent examples of consumers subscribing/ paying for delivery services: Shutl.com, Amazon premium, UPS my choice
Recent examples of home delivery of food by other postal operators: Switzerland, Germany, France, Scandinavia, …
thank you
for your
attention