ZALANDO CONVENIENCE ... 4 ZALANDO CONVENIENCE SUPPORTS THE ZALANDO PLATFORM WITH THREE KEY SERVICES

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Transcript of ZALANDO CONVENIENCE ... 4 ZALANDO CONVENIENCE SUPPORTS THE ZALANDO PLATFORM WITH THREE KEY SERVICES

  • Z A L A N D O

    C O N V E N I E N C E

    C A P I T A L M A R K E T S D A Y 2 0 1 7

    D A V I D S C H R Ö D E R

    M A S O O D C H O U D H R Y

    1 9 - 0 6 - 2 0 1 7

  • 2

    T A B L E O F

    C O N T E N T S

    1. WHERE WE WANT TO GO

    2. HOW WE WILL MAKE IT HAPPEN

    3. WHICH ROLE MÖNCHENGLADBACH PLAYS

    4. Q&A

  • 3

    O U R M I S S I O N AS Z AL A N D O O P E R AT I O N S I S T O B E C O M E

    T H E B E S T F U L F I L M E N T P AR T N E R F O R F AS H I O N I N E U R O P E

    OPERATIONAL

    EXCELLENCE

    CUSTOMER

    SATISFACTION

    SUSTAINABLE

    GROWTH

  • 4

    Z AL AN D O C O N V E N I E N C E S U P P O R T S T H E

    Z AL AN D O P L AT F O R M W I T H T H R E E K E Y S E R V I C E S

    • Payment processing

    • Payment customer care

    • Dunning & collection

    • Fraud prevention

    • Receivables accounting

    • Deferred payments offering

    P A Y M E N T S L O G I S T I C S C U S T O M E R C A R E

    • Warehouse logistics

    (inbound, storage, parcel

    outbound)

    • Returns handling

    • Transportation & shipping

    • Network planning

    • Warehouse engineering

    • Mail & phone support

    • Chat

    • Social Media

    • Self-help / Smart FAQ

  • 5

    Satisfaction in % Satisfaction in % Satisfaction in %

    Note: Customer satisfaction in percent of customers evaluating service as 1 or 2 on a scale of 1 to 5 with 1 = very satisfied , 5 = not satisfied. (1) YoY as per Dec-2016.

    C L E AR C U S T O M E R C E N T R I C I T Y F O C U S L E AD S T O

    S I G N I F I C AN T I N C R E AS E I N C U S T O M E R S AT I S F AC T I O N

    P A Y M E N T L O G I S T I C S C U S T O M E R C A R E

    2 0 1 4 2 0 1 6 2 0 1 4 2 0 1 6 2 0 1 4 2 0 1 6

    + 4 % + 4 % + 1 1 %

    NPS at all-

    time high

    +5 points1

    CAGR

  • 6

    Number of transactions in m Number of shipments in m Number of contacts in m

    C O N T I N U E D C AP AC I T Y E X P AN S I O N

    S U P P O R T S B U S I N E S S G R O W T H

    P A Y M E N T L O G I S T I C S C U S T O M E R C A R E

    2 0 1 4 2 0 1 6 2 0 1 4 2 0 1 6 2 0 1 4 2 0 1 6

    + 3 8 % + 2 8 % + 1 7 %

    CAGR

  • 7

    Total Payment costs in € / order Logistics costs in € / item Contact rate in % of orders

    C O N T I N U O U S I M P R O V E M E N T C U L T U R E

    D R I V E S O P E R AT I O N AL E X C E L L E N C E

    P A Y M E N T L O G I S T I C S C U S T O M E R C A R E

    2 0 1 4 2 0 1 6 2 0 1 4 2 0 1 6 2 0 1 4 2 0 1 6

    - 1 0 % - 3 % - 8 %

    CAGR

  • 8

    T A B L E O F

    C O N T E N T S

    1. WHERE WE WANT TO GO

    2. HOW WE WILL MAKE IT HAPPEN

    3. WHICH ROLE MÖNCHENGLADBACH PLAYS

    4. Q&A

  • 9

    LOGIST ICS NETWORK EXPANSION

  • 10

    ONLINE RETAILERS UNDER PRESSURE

    FROM GENERATION CONSUMERS FOR

    CHEAPER AND MORE CONVENIENT

    FULFILMENT OPTIONS

    Note: (1) Source: PWC, „Total Retail Survey“ 2016, n=22.618, Q: „Thinking of your favorite online retailer, why do you shop h ere?“

    T H E E U R O P E AN E N V I R O N M E N T I S C O N T I N U AL L Y C H AN G I N G

    THE CUSTOMER IS BECOMING

    MORE AND MORE DEMANDING

    THE MARKET IS BECOMING MORE AND

    MORE INNOVATIVE AND COMPETITIVE

    “ THESE SIX-WHEELED DELIVERY ROBOTS ARE STARTING TRIALS IN EUROPE ECOMMERCE EUROPE SHAPES THE

    FUTURE OF CROSS-BORDER PARCEL

    DELIVERY

    AMAZON IS LOOKING TO EXPAND ITS

    TWO-HOUR PRIME NOW DELIVERY

    SERVICE IN EUROPE BY ESTABLISHING

    1,300 NEW WAREHOUSES

    FAST DELIVERIES TO GROW BY 40

    PERCENT YEAR-ON-YEAR UNTIL 2025,

    SAYS NEW STUDIE

    THE ASOS SUPPLY CHAIN CHARMS THE

    MILLENNIAL SHOPPERS

    GOOD PRICES

    BRAND TRUST

    BROAD AND EXCLUSIVE

    SELECTION

    CONVENIENT RETURNS

    FAST AND RELIABLE DELIVERY

    EASY TO USE

    IN-STORE AVAILABILITY

    CHECKABLE

    GREAT LOYALTY PROGRAM

    STORE PRICES MATCH ONLINE

    PRICES

    SUPERIOR CUSTOMER REVIEWS

  • 11

    W E W I L L C O N T I N U E T O P L AC E O U R C U S T O M E R S F I R S T AN D W E W I L L

    E N AB L E N E W P AR T N E R S T O S C AL E T H E I R B U S I N E S S O N O U R P L AT F O R M

    FREE & FASTER

    DELIVERY AND RETURNS

    PERSONALIZED

    CONVENIENCE

    OPEN UP OUR

    LOGISTIS CAPABILITIES

    • Preferred delivery & returns option to

    95% of our customers

    • Personalized recommendation of

    delivery and returns services

    • Being able to reach 95% of our

    customers within 1-2 days

    • Leading returns proposition

    • Free 24hr service for good customers

    • Provide logistics solutions to help our

    partners to scale their business on our

    platform in a cost efficient way

    • Increase convenience level of Zalando

    Partner Program for our customers

    MACRO

    NETWORK DEVELOPMENT

    MICRO

    NETWORK DEVELOPMENT

    ZALANDO

    FULFILLMENT SOLUTIONS

    ! !!

  • 12

    W E AR E E X P AN D I N G O U R L O G I S T I C S O P E R AT I O N S T O A

    T R U L Y E U R O P E AN N E T W O R K

    EXISTING FOOTPRINT HUB BUILT -OUT

    Purpose: Scale, flexibility and process efficiency

    Serving majority of our markets (10-15 markets)

    High degree of automation

    SPOKE BUILT -OUT

    Purpose: Reduction of lead times to customers

    Serving only local markets (1-3 markets)

    Low-medium degree of automation

    TOTAL CAPACITY OF ~€8BN IN REVENUES

    SZCZECIN HUB

    ~130,000 m2

    Start in autumn ‘17

    BRIESELANG HUB

    ~30,000 m2

    Start in 2011

    ERFURT HUB

    ~130,000 m2

    Start in 2012

    M’GLADBACH HUB

    ~130,000 m2

    Start in 2013

    !

    MILAN SPOKE

    ~20,000 m2

    Start in 2016

    PARIS SPOKE

    ~20,000 m2

    Start in 2017

    LAHR HUB

    ~125,000 m2

    Start in 2016

    STOCKHOLM SPOKE

    Start end of 2017

  • 13

    W E C O N T I N U AL L Y S T R I V E T O P R O V I D E E V E N B E T T E R S E R V I C E S

    T O O U R C U S T O M E R S AC R O S S E U R O P E

    2011 2018

    go-live

    Brieselang

    ... 2019

    go-live

    Moissy (FR),

    Brunna (SWE),

    Gardno (PL)

    Planned extensions

    !

    Same day reach (LH1 < 2hrs), in % Next day reach (LH1 < 9hrs), in % 2nd day reach (LH1 < 18hrs) in %

    1

    19 20 22

    31

    66 69

    79 72

    959292

    2017

    (1) LH = line-haul

  • 14

    W E C O N T I N U AL L Y S T R I V E T O P R O V I D E E V E N B E T T E R S E R V I C E S

    T O O U R C U S T O M E R S AC R O S S E U R O P E!!

    CUSTOMER NEEDS OUR SERVICE OUR NETWORK

    Free Standard

    Delivery & Return

    Free Delivery

    & Return

    Reliable

    Delivery

    Convenient

    Delivery &

    Return

    Fast Delivery

    & Return

    Express Delivery

    Timeslot Delivery

    Wish-day Delivery

    Pick-up &

    Drop-Off Points

    Same Day Delivery

    &

    Return on Demand

    Local Delivery

    Network

    LDN

    Carrier,

    Express &

    Parcel Network

    CEP

  • 15

    STR ON G FOC U S ON

    DEFERRED PAYMENT METHODS

  • 16

    W E AL R E AD Y O F F E R A B R O AD V AR I E T Y O F P AY M E N T M E T H O D S . . .

    CHEQUE

    INVOICE

    PREPAYMENT

    OVER 20 PAYMENT METHODS

    TAILORED TO LOCAL NEEDS

    PERSONALIZED OFFERING

  • 17

    INVOICE CREDIT CARD

    . . . W I T H A S T R O N G F O C U S O N D E F E R R E D P AY M E N T M E T H O D S

    CHARGES CUSTOMERS ONLY FOR THE GOODS THEY KEEP AFTER A CERTAIN TIME PERIOD

    DEFERRED PAYMENT METHODS

    HOW do

    you

    want

    to pay?

    WHEN do you want to provide the funds?

    payment term creditimmediately

    BANK TRANS.

    CREDIT CARD

    DIRECT DEBIT

    PAYPAL

    CASH ON DELIVERY

    INVOICE INSTALLMENTS

    PAYLATER

    credit

    CREDIT CARD

    DIRECT DEBIT

    PAYLATER

    All funds transferred automatically

    Low merchant side risk+ Order needs to be paid directly

    Large orders require high credit card limits - -

    +Only pay what you keep No risk as customer+ Hassle of bank transfer

    Risky for merchant to offer - -

    + PAY LATER CREDIT CARD

    COMBINES THE BEST OF TWO

    WORLDS

    FIRST TESTS IN FRANCE SHOW

    PROMISING RESULTS

    INVOICE

    We already offer a strong invoice

    product in 9 countries!

  • 18

    INTERACTIVE AND SEAMLESS

    C U STOMER C ON TA C T

  • 19

    W H Y W E C R E AT E D AN I