WWV15: Manuel bonnin-ellen kop - asendia

The worldis youraddress

Improve customer experience in cross-border E-Commerce - Focus on Switzerland, France & Innovation Asendia / Page 1

Ellen KOP

Strategic Account Manager

Asendia Netherlands B.V

Manuel BONNIN

Head of Industry E-Commerce

Asendia Management

A 50/50 joint venture formed to capitalise upon the

strengths of both organisations

Combining networks to provide wider, global coverage

With the support, expertise and experience of two of the

world’s major distribution and delivery businesses

Create a business with the ability, depth of knowledge and

breadth of network to make cross-border mail easy

Wherever our customers are.

Who is Asendia?Combining the strengths of 2 European big players

‘A single business that makes the world your address’


The world is your address

Asendia / Page 3

HQParis + BernLocal

expertise

Sustainability

> 200 destinations

> 1’000employees

15Asendia countries

E-Commerce in Europe reached €350bn in 2013,

with 17% growth

Source: EMOTA, Oct. 2013


Top European e-Commerce markets in 2013in billion Euros


Proportion of consumers buying online from

another country

Source: Eurostat 2013

0%

5%

10%

15%

20%

25%

30%

35%

40%

EU

average

Only 11% of European consumers buy from foreign countries.


Consumers are actually more worried about

international deliveryConcerns about cross-border vs. domestic online purchases

Source: Civic Consulting/TNS, 2011

0% 5% 10% 15% 20% 25% 30% 35% 40%

Data privacy

Uncertainty on rights

Payment security

No delivery

Guarantee

Returns

Long delivery times

% domestic % increase cross-border


Besides low prices, customers want easy

returns and track & traceRelative importance of delivery offerings

Source: BCG, 2013

0% 10% 20% 30% 40% 50% 60% 70% 80%

Dynamic re-routing

Alternate delivery

Same-day delivery

Express delivery

Delivery notifications

Delivery windows

Security of delivery

Ease of returns

Track & trace

Shipping cost

Goods

offer/Choice

Tools

Portals

Eshop

(express)


Operators need to provide advanced services to

respond to customers' needs

Easy returns Track & trace

Choice between different delivery methods


http://www.google.fr/url?url=http://www.solostocks.fr/vente-produits/mobilier-urbain/autre-mobilier-urbain/blocs-boites-aux-lettres-interieurs-evo-491587&rct=j&frm=1&q=&esrc=s&sa=U&ei=h6qqVIj9FIrkasz4grgP&ved=0CC4Q9QEwDDg8&usg=AFQjCNGyN3V8VironBInHIDOT1XtL_8DJA

http://www.google.fr/url?url=http://www.solostocks.fr/vente-produits/mobilier-urbain/autre-mobilier-urbain/blocs-boites-aux-lettres-interieurs-evo-491587&rct=j&frm=1&q=&esrc=s&sa=U&ei=h6qqVIj9FIrkasz4grgP&ved=0CC4Q9QEwDDg8&usg=AFQjCNGyN3V8VironBInHIDOT1XtL_8DJA

Key figures

Average yearly expenditure

per e-shopper in 2012

(est. €1,962 in 2013)

Average order value

spent by Swiss e-shoppers

on foreign websites

Many Swiss consumers shop outside their national borders due to relatively

high domestic prices

GDP per capita in 2013 (4th in

the world) – Netherlands 50,816

France 44,099


Opportunities to target Swiss Consumers

They hunt out lower prices and

products that are not available in

Switzerland

Strong Swiss franc and its effect on

local prices (favorable exchange rate)

strong sense of brand loyalty Very high purchasing power

- Average wages for residents in Zurich and Geneva are the highest in the world

- Fourth highest budget in Europe for their Christmas shopping (averaging CHF 807 per

household n 2013).


Barriers to sell to Swiss consumers

Specific rules for payments• Vast majority of transactions paid by

invoice after receipt of the goods (around

70-80%)

• Retailers tend to offer a payment period of

30 days

• Majority of shoppers prefers to pay in CHF

High return rates• Returns rates can be high (as high as 40%

for fashion)

• Distance sellers allow returns within at least

14 days as part of their terms and conditions

Need of visibility to all costs including transport, duties and taxes

• Many distance sellers do not charge for delivery when orders have crossed a threshold often

over CHF 100).

• Biggest hurdle = Customs clearance


Asendia Goods Premium Switzerland

Simplified custom process

• A one-stop service Direct customs clearance of international goods shipments

delivered to Switzerland by Post

• As an authorised recipient and sender, we clear your goods directly at one

of our logistics centres

• Asendia takes care of the customs formalities and offer corresponding

additional services.

• No long waiting times or unnecessary transshipment.

• We will take care of the import customs clearance and will invoice taxes,

duties and fees.*

= Better experience for the shopper as they will not have to pay duties &

taxes when the order is delivered

* On behalf of the Swiss Federal Customs Administration and in accordance wit the applicable law


Opportunity on low value orders

Fee exemption limit

(less than CHF5 per customers declaration)

* Upper limit of the goods value (including transport cost) for an import exempt

from VAT is 8% VAT (CHF 62) or 2,5% VAT (e.g. books, newspapers – CHF 200)

Possibility to use DDU/DAP incoterms and get benefit from Fee exemption

limits with the Mail network


http://www.google.fr/url?url=http://www.universalweather.com/blog/2014/12/vat-compliance-programs-for-europe-part-1-vat-considerations/&rct=j&frm=1&q=&esrc=s&sa=U&ei=zk62VN_FIMLsUumtBA&ved=0CDAQ9QEwDQ&usg=AFQjCNGrFyHLrayo2jhl7ZkcBka2GO5JDg

http://www.google.fr/url?url=http://www.universalweather.com/blog/2014/12/vat-compliance-programs-for-europe-part-1-vat-considerations/&rct=j&frm=1&q=&esrc=s&sa=U&ei=zk62VN_FIMLsUumtBA&ved=0CDAQ9QEwDQ&usg=AFQjCNGrFyHLrayo2jhl7ZkcBka2GO5JDg


Choice between home deliveries and PickPost

Web service integration on retailer website



Choice between home deliveries and PickPost

PickPost web service integration


Key figures

French e-shoppers make an

average of 18 purchases per year (+2

vs. 2012).

Average order value

(-3.5% vs. 2012)

* Ticketing, photo prints, online subscriptions,

telephone contracts, etc.

e-shoppers in 2013

(+5% vs. 2012)

Average yearly expenditure

per e-shopper in 2013

(+8.2% vs. 2012)


Expectations of French shoppers

Curious customers

• Consumers are opened to buy a

variety of foreign products

Value for Money

• Price is a key factor for French consumers

• High expectation on personalised

discounts (when they are offered discounts

78% are more likely to buy)

Payment Security

• Consumers are confident buying

online.

• 79% of online buyers pay with their

credit card now, while others use

services like Paypal

Returns

• 10% - is low compared to other

European countries (25 per cent on

average in the UK and 40 per cent in

Germany)


Expectations of French shoppers

Importance of catalogues to generate traffic on websites & postcards for sales

• 25% of French Distance Buyers would stop ordering if they do not get a catalogue

• Direct marketing constraints are limited compared to other markets (opt-out

principle)

Importance of Social Networks

• 25.3m are Facebook users

• 70% of online buyers buy goods on

recommendations from friends and

relatives

French are great advocates of store

loyalty cards

• 10% of French consumers possess

more than 10


http://www.google.fr/url?url=http://pubup.com/graphic-design-print/catalogues/catalogue-textile/&rct=j&frm=1&q=&esrc=s&sa=U&ei=23i2VKOIOcyz7gb7oYGYDQ&ved=0CCQQ9QEwBw&usg=AFQjCNHeUKn_CQ56N5TnZbSYgncNxlL1vw

http://www.google.fr/url?url=http://pubup.com/graphic-design-print/catalogues/catalogue-textile/&rct=j&frm=1&q=&esrc=s&sa=U&ei=23i2VKOIOcyz7gb7oYGYDQ&ved=0CCQQ9QEwBw&usg=AFQjCNHeUKn_CQ56N5TnZbSYgncNxlL1vw

http://www.google.fr/url?url=http://www.thewebsiteguys.co.nz/social-networks-the-new-intranets/&rct=j&frm=1&q=&esrc=s&sa=U&ei=UXu2VLn_AqTY7AaL1oGICg&ved=0CDgQ9QEwEQ&usg=AFQjCNG8OIdVFRvzhaG4rl5XVRf5lP2BvQ

http://www.google.fr/url?url=http://www.thewebsiteguys.co.nz/social-networks-the-new-intranets/&rct=j&frm=1&q=&esrc=s&sa=U&ei=UXu2VLn_AqTY7AaL1oGICg&ved=0CDgQ9QEwEQ&usg=AFQjCNG8OIdVFRvzhaG4rl5XVRf5lP2BvQ

http://www.google.fr/url?url=http://www.itespresso.fr/video-limonetik-veut-ecouler-des-points-fidelites-sur-tous-les-sites-e-commerce-33309.html&rct=j&frm=1&q=&esrc=s&sa=U&ei=G3y2VNCxMaTV7gaQn4D4AQ&ved=0CDYQ9QEwDw&usg=AFQjCNGJCc6T-wnlAGHswH2YbH-f04bIzg

http://www.google.fr/url?url=http://www.itespresso.fr/video-limonetik-veut-ecouler-des-points-fidelites-sur-tous-les-sites-e-commerce-33309.html&rct=j&frm=1&q=&esrc=s&sa=U&ei=G3y2VNCxMaTV7gaQn4D4AQ&ved=0CDYQ9QEwDw&usg=AFQjCNGJCc6T-wnlAGHswH2YbH-f04bIzg

Most popular delivery methods in France

- Localness is the first criterion

considered by French consumers. pickup

location.

- Home delivery: 26 million mailboxes.

French want for 75 % delivery in mailbox

without signature.

- La Poste delivers the parcels within 48

hours all over the territory.5%

16%

16%

23%

57%

80%

Other

Post office

Download

Click & collect

Pick-up point

Home delivery


Asendia Goods Premium France

So Colissimo Solutions

An offer in response to e-buyers' expectations: home delivery at the chosen

address and alternative pick up locations


Proximity

• 15500 locations including 7 000

shops

• 95% of population is under 15

minutes

Asendia Goods premium France

Pickup points – So Colissimo service

Accessibility

• 100% opened on Saturday and 50% opened on Sunday

• 95% are opened until 19.00 and more

• The shops (pick-up points) are in average opened 3 hours more than a

traditional pudo point.

Service Quality

• Lowest turnover rate : 7% against 13-

16% in average

(better payment)

• Control and support to the shop no

more than 20 parcels in one point


Asendia Goods premium France

So Colissimo service


Examples of photoshop.fr website

Mix between Good standard solutions (La Poste channel) and Good

premium France (Colissimo Suivi access)


Asendia, the ideal partner for cross-border

Specialist of France & Switzerland

Expertise on the Swiss

and the French markets

Why

?

?

Delivery with the postmen gives

Credibility & Trust to the consumers

Colissimo is a brand

recognised & trusted by

French shoppers

Wide range of

solutions based on

mail, parcels and

pick-up points

delivery channels

Simplified custom

process for

Switzerland

End customer

pays for all costs

at purchase


Partnership of Asendia with Eshopworld

eShopWorld at every stage of the customer journey








Who is Asendia?Combining the strengths of 2 European big players

‘A single business that makes the world your address’


Ellen KOP

Strategic Account Manager

Asendia Netherlands B.V.

Ekkersrijt 4088-4090

5692 DA Son en Breugel

The Netherlands

Tel: +31 (0)499 46 22 00

Fax: +31 (0)499 46 22 50

Mobile: +31 (0)6 54 366 523

[email protected]

Manuel BONNIN

Head of Industry Distance Selling &

E-Commerce

Asendia Management

CP 1502

Tour Cristal

7 quai Andre Citroen

CS 61603

75740 PARIS CEDEX 15

T el: +33 1 71 70 73 12

Mobile: +33 6 61 94 86 75

[email protected]

www.asendia.com

LinkedIn │ Youtube

.

mailto:[email protected]

mailto:[email protected]

http://www.asendia.com/

http://www.linkedin.com/company/asendia

http://www.youtube.com/asendiachannel

Marketing

WWV15: Manuel bonnin-ellen kop - asendia