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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