eFulfilment 2014 - InPost - Jacek Powalka
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GLOBAL NETWORK OF PARCEL LOCKERS: THE NEW FUTURE IN LAST-MILE PARCEL LOGISTICS
Jacek Powałka
Over 43% of retailers in the UK (the most developed market) offer C&C Over 50% of clients in France, the UK and Belgium have used C&C services 1/5th of all e-commerce sales in the UK are now C&C
CLICK & COLLECT IS THE EMERGING GIANT
http://www.uk.capgemini.com/news/uk-news/almost-1-in-5-multichannel-sales-are-now-click-and-collect
56% OF CUSTOMERS REFRAIN FROM SHOPPING ONLINE DUE TO FAILED DELIVERY RISK
InPost Parcel Lockers reduce failed delivery risk and give additional flexibility on location and time of pick-up.
40% of customers indicate that delivery timeslots are too vague
Source: Imrg UK Consumer Home Delivery Review – May 2013
Click & Collect
retailer’s high-street
store
local shop or
specialized PUDO
87% of shoppers chose C&C because they could select the time of collection.
46% of shoppers questioned had abandoned their basket at checkout because of delivery concerns (mainly the high cost of home delivery)
76% of shoppers surveyed said they expect no delivery charge
43% of shoppers are prepared to travel up to 5 miles to collect their order while 37% are only willing to travel 1 mile.
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http://www.retailgazette.co.uk/articles/23311-feature-is-the-uk-a-click-collect-nationhttp://internetretailing.net/issue/internetretailing-magazine-march-2014-volume-8-issue-3/the-final-mile/
THE CONVENIENCE OF CLICK & COLLECT
24/7 service
Low shipping costs
Free shipping to end customer
Market penetration
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FREE RETURNS DRAMATICALLY DRIVE SALES
USA
UK
China
Russia
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%100%
77%
73%
74%
70%
Free returns as an incentive to buy more
I would buy more often if I don't have to pay shipping for re-turn or exchange
”Buyers who returned merchandise at no charge increased their purchases from about 50 percent to about 350 percent.” - Amanda Bower Washington and Lee University
67 % of customers willing to shop more with that retailer, 64% would also recommend that retailer to a friend.
http://www.rundlemall.com/bm.doc/ecommerce_bp0106131.pdfhttp://kuow.org/post/charging-customers-returns-bad-businesshttp://pressroom.ups.com/pressroom/staticfiles/pdf/fact_sheets/2013_PulseShopper_FINAL.pdf
Proven solution that helps to grow sales and customers satisfaction
„The logistics service of warranty repairs of Samsung equipment using InPost parcel lockers significantly increases
customer satisfaction and reduces the time needed to carry out any warranty repair.”
Konrad SzewczakService Administration
Development Specialist
Samsung
We are ready to provide references from 69 business customers using InPost Lockers
„Offering InPost Parcel Lockers Returns increased sales of shoes by 4%, resulted in higher
competitiveness and customers satisfaction”
Pavel WilkVice president
Eastend Club
END TO END AUTOMATION OF ECOMMERCE
WE KEEP IT SIMPLE
THE MOST SUCCESSFUL PRIVATE POSTAL OPERATOR IN EUROPE
• International, • Fully automated, • Open,• Proven shipping solution, • Offering the most convenient way • To pick up & send your parcels 24/7/365 • That gives real value for the customers.
Integer.pl’s price on the stock market
2307% growth from the IPO
343,56
258,06
193,55
129,03
64,52
02009 2010 2011 2012 2013 2014
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The best customer service provider
Retail supplier of the year
United Kingdom, 2014
A FIRST CLASS CUSTOMER EXPERIENCELive Demo
WHY MARKET RESPONDS POSITIVELY TO OUR DELIVERY SOLUTION?
PARCEL TERMINALS ADDRESSES THE MOST IMPORTANT INCONVENIENCIES Failed delivery in parcel terminals is almost non-existing and the time of delivery
is only 48h in over 99% of cases!
Delivery Failed
First Time
Delivery was Late
Delivery Failed
Completely
Source: Imrg UK Consumer Home Delivery Review – May 2013
Delivery atweekend & 5pm-8am
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Courier
• Expensive• Limited time
window• Unlimited
locations
Shop
• Very limited locations
• Limited by opening hours
• Low cost for the shop
• Up-sell opportunity
Parcel locker
• Open 24/7• Low cost• Multiple
locations• Limited up-sell
opportunity• Promotional
options
Collection point
• Limited by opening hours
• Locations often change
• Low cost• Multiple
locations
COURIERS ARE LESS SUITABLEAlternative drop-off options for returns prove the most efficient
CROSS-BORDER- A GLOBAL E-COMMERCE PHENOMENON
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By 2015 cross-border e-commerce is projected to reach 20% in the EU
There is a distinct gap between Western and Northern Europe vs Southern and Eastern Europe
By 2020 cross-border e-commerce will grow 5 fold, reaching $130bn USD in key Western European markets and the USA alone.
The largest surplus in cross-border e-commerce is the UK’s $1bn USD, but the potential for growth is global.
We are proud to have one of the highest Net Promoter Scores out of all service companies
NET PROMOTER SCORE InPost Parcel Lockers 91% UPS 86% DHL 84% Polish National Post 56%
0 10 20 30 40 50 60 70 80 90 100
Dedication to offer the best delivery service in the world is represented at all stages of its development. As no other lockers provider we have our own R&D, factories in Europe, IT and product development team working closely with our clients.
41% of InPost Parcel Lockers customers have increased frequency of online shopping
Source: InPost Parcel Lockers Research (sample 1000+), April 2014, Australia
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3480 InPost locations across 18 countries currently and growing
M
INPOST LOCKERS GLOBAL EXPANSION
Existing Network
National Operators
Expansion Plan 2015
Australia, Chile, Great Britain, Ireland, Italy, France, Malaysia, Latvia, Lithuania, Ukraine, Estonia, Poland, Russia, Slovakia, Czech Republic, Saudi Arabia, Columbia, Costa Rica,
Selected clients:
Top locations:
INTEGRATED SENDERS
620060+ a week
GREENER DELIVERY SOLUTION
COURIER VERSUS INPOST LOCKERS
95% reduction of CO2 emission and fuel consumption
Yearly analysis, source: calculations by University of Science and Technology in Krakow, Poland
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COURIER INPOSTLOCKER
Parcels daily per one courier 600 60
Kilometers daily per one courier 70 150
CO2 emission per parcel 14g 300g
Fuel consumption per parcel 0,01l 0,23l
UK LOCATIONS – SAFE, CONVENIENT, SECURE WITH CCTV AND REMOTE 24/7 SUPPORT
Click to watch our short film!
29,7% OF PARCELS ARE COLLECTED AT WEEKENDS
Source: InPost data. All users statistics. 201321
50.93% ARE COLLECTED BETWEEN 5 PM AND 8 AM
For a big group of the users we are the only delivery option
(Dear Rossen, if we change time slots it will not be an attractive message. If that can not stay.. I have some other idea. Lets talk..)
IMPROVED CUSTOMER SATISFACTION
80% of e-shoppers who use the parcel lockers would be more likely to use
an online retailer which offered it in its delivery service1
74% prefers parcel lockers than courier2
73% of UK shoppers walked away from an e-store because there was
insufficient choice of delivery options3
1 Ireland research (Parcel Motel conducted [November 2012]2 InPost research 3OnePoll research in a study for DPD [August 7, 2012]
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WHAT ELSE COULD THE LOCKER DO?CLICK HERE:POSSIBLE BESPOKE SOLUTIONS
Enlarged Parcel Locker at Tesco in Warsaw – 200 boxes
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PRICE OF DELIVERY AND ONLINE PROCESS SIMPLICITY ARE THE MOST IMPORTANT FACTORS FOR e-SHOPPERS
Source: Perspectives on retail and consumer goods, McKinsey&Company
• Close to your home and work – located in office centers, residential areas and petrol stations
• You can drop off your laundry in 7 sec – directly in the Hi’Shine Laundrybox or on the website
• Highest quality wash is guaranteed by 5asec – the leader on the Polish market • You pick up your laundry the day after – clean
and ironed• Simple and intuitive like cash machine • Available 24/7• Price lower than in traditional laundry
Hi’Shine Laundryboxes is an innovative & smart solution which offers you the ultimate washing convenience
New products
VIRTUAL ADDRESS – CASE STUDYParcel Motel
Client is shopping in the UK e-shop and wants his parcel to be delivered to Ireland
Client enters name and personal number together with Nightline UK hub address
Parcel is shipped to the UK hub address at low fee or free of charge for domestic parcel
Nightline transferes it across the border to its hub in Ireland
Final delivery to APM locker at local domestic fee
WE KEEP IT SIMPLE
T: 0330 335 [email protected] www.inpost.co.uk