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P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Exceptional customer experience through fulfillment – the path to sustainable growth
Dirk Haschke, VP Ecommerce Operations
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
The evolvement of Customer Experience
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
55%are willing to
pay extra for a guaranteed
good experience.
63%of customers switch brands due to poor
service.
What do customers want today
91%of unhappy
customers don’t complain they simply leave
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Industry Trends & Challenges
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Delivery accuracy vs. speed competition
Customers
• Convenience
• Want different options
Vendors
• Keeping promise
• Additional services
Ecommerce trend study 2019:53% focus on offering new shipping options and Delivery services
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Ecommerce Growth and Peaks seasons – Every Day can be “Christmas”
Vendors
• Need for productivity
• Leverage Technology
• Train Seasonal staff
Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec
Customers
• Buy more than usual
• Need of delivery on time
• Expect the same smooth experience
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Cross border commerce – access to global markets
Customers
• Full visibility
• Domestic delivery experience
• Easy Returns
Vendors
• Huge market potentials
• Regulatory requirements
• Apply individual strategies
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Fulfillment Success Is Challenged By the Rapidly Changing Ecommerce Landscape
Sales Channels
Goods Receipt
Pick Productivity
PickingAccuracy
Customer Service Costs
Training Temp Staff
Inventory Costs
Returns Handling
Shipping Accuracy
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Fulfillment Performance Is Compromised By Manual, Error Prone Processes
Sales Channels
Goods Receipt
Pick Productivity
PickingAccuracy
Customer Service Costs
Training Temp Staff
Inventory Costs
Returns Handling
Shipping Accuracy
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Turning challenges into competitive advantage
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Real-time Connectivity to Sales Channel is Key
Local OnlineSelling Platforms
Online Shop Software
International Online Selling Platforms
OrdersOrders
Orders
API Messaging EDI
Pick Pack Ship
Carriers / Routing
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Increase international delivery acceptance rates
Show Shipping, Duties & Taxes
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
• Fast put away process
• Flexible usage of storagelocations
• Less errors while picking
• Easy training for newemployees
Chaotic storage saves up to 40% warehouse storage space and improves picking accuracy
Chaotic storage = Multiple items per bin, multiple bins per item
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Multi & Single Order Picking capabilities increasepick productivity and improve accuracy
Order 1
Order 2
Order 3
Picklist Route optimized picking Order consolidation
Order 1Order 2
Order 3
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
• Comprehensive picking profiles enable increase of picking productivity between 50 - 100%
Increase Pick Productivity
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Mobile App UX & Barcode scanning increase productivity and reduce training time
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Cross docking capabilities help to reduce put away-and throughput-time up to 25%
Without Cross-Docking
Picking &
Dispatch
InboundOutbound
Put away
With Cross-Docking
Picking &
Dispatch
Put away
Buffer location
InboundOutbound
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
• Drop shipment increases your product availability and reduces warehouse utilization
Drop Shipping
Orders
EDI/ Supplier Order
Updates Orders
VendorSales Channel
ERP/WMS Supplier
Customers
Orders
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Transparency in returns for your customer
• Barcode-based return process
• Return rates & -reason analysis
• Return bin declaration (A,B,C)
• Status Sync to ERP
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Shipping Visibility Starts at Order Receipt
Track and Trace
“Hi, we‘ve received your order“
“Hi, your order is being packed“
“Hi, your order is on the truck“
Hi, you will receive your order soon, want to change your destination?“
Sale Shipment Delivery ReturnDuring Checkout At the Border & On Route
“Hi, we received your return.We processed your refund.“
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Faster/ more accurate
delivery & fulfillment
Drop ship support
Channel/Marketplace selling
Growing international
business
More efficient returns
processing
OutstandingCustomer
Experience!
Shipping visibility
Keep your promises is Critical to Success
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
Ecommerce Solutions Overview
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
We help to reduce complexity, eliminate errors & increase productivity
Warehouse
Flexible capabilities for put away, pick & pack, Multi location ready
• Error rates to 0%,• 100% increase of
Productivity, • 40% more capacity
on site
Connectivity
Connect Internal Systems with your Sales Channels & Marketplaces
• Seamless exchange data in real time,
• connect to 70+ preset channels
Shipping
Automate data transfer & find optimal Shipping rates & modes
• Automate data transfer,
• find optimal Shipping rates & modes
Home Delivery
Route planning & Execution, Dynamic Online Appointment Booking & POD
• Save 15% mileage/ fuel & employee time,
• offer value added services
International
Enabling Global Ecommerce
• Improve delivery acceptance
• Insurance not to be fined shipping to denied parties
P r o p r i e t a r y a n d C o p y r i g h t o f T h e D e s c a r t e s S y s t e m s G r o u p I n c . A l l r i g h t s r e s e r v e d .
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