Small business or multinational, how could you define your e-commerce strategy ?
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Transcript of Small business or multinational, how could you define your e-commerce strategy ?
PFSweb Europe
Small business or multinational,
how could you define your
e-commerce strategy ?
E-shop Expo 2011 - Brussels
Stand S039
PFSweb Europe
Key Numbers
PFSweb Europe
Your Business
What do you expect as for your e-business’
size?
How many people would visit your e-shop?
Which products are you going to sell?
Where are your potential customers
located?
When do you want to (re)launch your e-
store?
PFSweb Europe
E-commerce Services
PFSweb Europe
• Ease of roll-out by leveraging one site to build other regional sites
• Ease of customization per region through master catalog (attribute localization)
• Supports multiple languages (double-bite), currencies, payment types, and search
• Flexible merchandising per country
• Regional hosting centers for performance
• Style sheet-driven branding of storefront templates
• Sharing code, repurposing features, and business process between sites
• Central management of multiple ecommerce sites
• Multi-site Content Syndication – rules based sharing of content between sites
Multi-Brand
Internationalization
Multi-Site Management
PFSweb Europe
E-commerce Services
Growth• Extend the brands
• Increase your global reach
• Beat YOY Comparisons
• Merchandising KPI’s
• International
Profitability• Maximize product margin
• Maximize return on operational costs
• Minimize returns
• Minimize cost of infrastructureSpeed
• Launch new sites
• Launch new merchandising campaigns
• Tune merchandising activities
• Respond to the organizational needs
PFSweb Europe
Staying Ahead of the Competition
Network & Data
License &Maintenance
Operational Services
Hardware & OS Platform
Security80%
On-Demand
“Hassle Free” eCommerce Platform
Launching International Presence
Integrating Cross Channel Experiences
Merchandising the Right Products to the Right
People
Innovation Through Coalition With Technology
Partnerships
Staying Aheadof the competition
20%
On-Premise
Benefits of SaaS Model
PFSweb Europe
E-commerce Services
• E-Commerce Platforms
– Demandware: www.demandware.com
– X-Site: www.xsite.eu
– Boutique Builder: www.boutiquebuilder.fr
• Webshop Creation, Design & Hosting
– Design
– Navigation
– Functionalities
• Content Management
– Banners
– Digital asset management, Rich Media & photography
– Product changes (new products, pictures, descriptions, categories, pricing…)
– Promo slots
– Search & navigation tools
– Usability
– Wiki
PFSweb Europe
Proximus
• Project– www.e-proximus.be
– Product: Price Plans, phones
– Possible delivery in 43 countries
• PFSweb Services– E-commerce platform integration
– Website creation & hosting
– Fulfillment Services
– Transport Management (copies of contract & ID card)
– Customer Contact Centre (UK, FR & NL)
– Financial Services (Credit Card Authorization, Invoicing, VAT Management, Payment Reconciliation…)
– Consignment Model
– Account Management & Reporting
• Business Benefits– One Stop Shop for international e-commerce
– Implementation online in 7 weeks
– Increased business control & visibility with one single service provider
– Best of breed IT platforms (front & back office)
Starting Date : Sep. 2007
PFSweb Europe
• Project– 45 Brands of P&G Group– B2C
• PFSweb Services– E-commerce platform – Website hosting– Customer Contact Centre– Fulfillment Services– Account Management
• Business Benefits– Increased business control & visibility with one
single service provider– Best of breed IT platforms (front & back office)
“We are very excited about the eStore’s potential to reach more consumers and create new online experiences and innovations that build our brands.”Kirk PerryVice President, North America
P&G
PFSweb Europe
Interactive Marketing Services
Attract
Nurture
Convert
PFSweb Europe
Havaianas
• Project– www.havaianas-store.com
– Products : flip-flop & accessories
– International e-Commerce sites
– 14 countries & 7 languages : UK, FR, IT, SP, PT, DE, AT, BE, LU, NL, SU, FI, DK & IE.
• PFSweb Services – Creation & hosting of the e-shops
– E-commerce Platform integration
– Product Merchandising
– Content Management System
– Promotional Campaigns & e-marketing
– Logistics, transportation & returns management
– Customer Contact Center (UK, FR, DE, NL, SP, IT)
– Financial Services (credit card authorization, invoicing, VAT, payment reconciliation…)
– Flash Model
– Account Management & reporting
• Client benefits– Global Solution for international e-commerce
– International Expertise
– Fast Implementation
Starting Date : May 2010
PFSweb Europe
PFSweb Europe
Flexible scalability
Unforgettable experiences
Proven Infrastructure
Unmatched Freight Management
International Logistics & Distribution
PFSweb Europe
Centralized Distribution Model
• Localization (freight costs)
• Lower inventory value
• Better inventory visibility
• Higher flexibility
PFSweb Europe
Carrier Selection
• B2B / B2C
• Export
• Standard / Express
• Lead-times / reach
• Shipping cut-offs
• Pricing (actual / volume metric weight)
• Customer service support
• Traceability / IT
• Accuracy / reliability (managing customer expectations)
• Label automation / integration
• Various solutions (drop points, drop points when not at home etc.)
• Electronic invoicing
PFSweb Europe
Lead Times
PFSweb Europe
International Logistics & Distribution
PFSweb Europe
Reverse Logistics
• Web-, telephone-, mail-, or e-mail
• RMA generation & administration to meet client business rules
• Data collection & reporting for returns rates
• Inbound product tracking (verification of condition, salability, reason for return)
• Repair/Rework/Modification stations
• Laundry for the clothing industry products
• Repackaging/Re-labeling/Palletizing for return or forward shipment
• Disposition based on client rules, coded into the system for accurate handling
• Web-based visibility of information online in real-time & through scheduled data transfers
PFSweb Europe
Xerox
• Project
– www.eu-shop.xerox.com
– Pan-European Webshop (15 countries)
– 450 product lines: inks, toners
– 6 Languages, 6 Currencies
– B2C & B2B concept
• PFSweb Services
– Logistics & Transportation Management
– Multilingual Customer Contact Centre
– Payment Processing & foreign exchange
– VAT Management in 15 European countries
– Buy-Sell Model
• Business Benefits
– Scalable & cost effective logistics capability
– Overnight proficiency in end user order fulfillment
– 50% cost reduction on existing in house processes
– Detailed order tracking capability
– Improved focus on core competency
– Capability to build additional bespoke solutions in short timeframes
“Xerox stands for quality, reliability & excellence in customer service. It is vital that our suppliers meet our performance goals & objectives to help us deliver a great customer experience. PFSweb excelled in all areas of our review."
Terry Turner Director of manufacturing & logistics
Xerox Office Group
PFSweb Europe
PFSweb Europe
Flexible service models
Best-of-breed technology
Custom-branded solutions
First-rate hiring & training programs
Multilingual Customer Contact Center
PFSweb Europe
• Brand focus that aligns the right talent,
culture and skill set
• State-of-the-art technology, highly trained
personnel and detailed, comprehensive
reporting
• Industry-leading CRM integration
technologies
• Transparent interface to customers’ orders,
shipping and billing inquiries, return
requests, and product information queries in
accordance with your guidelines
• Global locations with multi-lingual
capabilities for call, email and chat (NL, DE,
FR, EN, ES & IT)
A seamless extension of your internal customer relations function
Multilingual Customer Contact Center
PFSweb Europe
Salomon (Amer Sports Group)
• Project
– www.salomon.com/fr
– Products: Footwear, Skiwear, Helmets, Bags
– Delivery in France (1st phase)
• PFSweb Services
– E-commerce Platform integration (Magento)
– Logistics, transportation & returns management
– Customer Contact Center (FR)
– Financial Services (Reimbursements, credit card authorization, invoicing, VAT, online payment & fraud management)
– Consignment Model -> Flash Model
– Account Management & reporting
– E-commerce Consultancy
• Business Benefits– Scalability of the solution
– Rapid integration with e-commerce Platform
– Flexibility of the solution (extended hours for the Call Center until midnight and on week-end)
Starting Date : Nov. 2010
PFSweb Europe
PFSweb Europe
Financial Services
PFSweb Europe
Payment Methods
PFSweb Europe
Financial Services
• Payment, Fraud & Risk Management
• Credit, Collection & Reimbursement
• Customized Invoicing
• VAT Management
• Fiscal Representation
• Financial Models
– Consignment
– Buy/Sell
– Flash
Coupled with aggressive fraud management tools
and the highest level of PCI compliance (v1.2),
PFSweb ensures the protection of both your
company and your customers’ information.
PFSweb Europe
O’Neill
• Project
– e-Shop International : www.oneilleshop.com
– Products : Clothing: sweats, jackets, swimwear, backpacks, skirts, pants…
– 6 languages : UK, FR, DE, NL, IT & SP
– 9 countries : AT, BE, DK, DE, FR, IT, NL, SP &UK
• PFSweb Services
– E-commerce platform integration
– Website creation & hosting
– Fulfillment Services
– Transport Management
– Returns Management
– Customer Contact Centre (UK, FR, DE, NL, IT & SP)
– Financial Services (Credit Card Authorization,
Invoicing, VAT Management, Payment Reconciliation)
– Consignment Model
– Account Management
• Business Benefits
– Rapidity of implementation
– Fully integrated solution
Starting Date : Feb. 2008
PFSweb Europe
2. Customer orders
5. Order confirmation email
1. Goods shipped to PFSweb DC
PFSweb ERP/DC
Goods stored in consignmentO’Neill customers
VAT
Administration
all over EU
O’Neill online shop
8. O’Neill, as the seller,
handles VAT
administration
3. Online payment
authorization through
Ogone payment gateway
7. PDF invoice
(O’Neill = seller)
6. Order shipped to customer
7’. Ship confirmation email with tracking #
6’. Payment
settlement
4. Order
transmitted
Consignment Model
PFSweb Europe
Ricoh
• Project
– Fully Outsourced Model
– EMEA Distribution
• PFSweb Services
– Buy-Sell Model (PFSweb owner of inventory)
– Logistics & Transportation Management
– Customer Contact Centre
– Credits & Collections
– Fiscal Representation & VAT Management
• Business Benefits
– Yearly savings > 50,000 Euros/year
– Improvement of Client satisfaction by increased
inventory accuracy
Starting Date: 1999
"PFSweb has provided worldwide infrastructure since the launch of IBM Printing Systems division’s workgroup printer line, providing value within our business model, which relies heavily on outsourcing. Our contract extension wit h PFSweb is a critical part of our strategy to grow the IBM printing supplies product line.”
Joseph Johns, Business Line ExecutiveIBM Printing Systems
Dealerssubsidiaries
PFSweb Europe
EMEA
Wholesalers
PFSweb Europe
PFSweb ERP/DC
Inventory owned by PFSwebRicoh customers
VAT
Administration
all over EU
Ricoh online shop
9. PFSweb handles
VAT administration
3. Online payment
authorization through
Ogone payment gateway
1. Goods shipped to PFSweb /
PFSweb buys from Ricoh under
terms (no risk on inventory,
possibility to return unsold
products,…)
8. PFSweb pays Ricoh
4. Order
transmitted2. Customer orders
5. Order confirmation email
7. PDF invoice
(PFSweb= seller)
6. Order shipped to customer
7’. Ship confirmation email with tracking #
6’. Payment
settlement
Buy/Sell Model
PFSweb Europe
Olympus
• Project
– http://shop.olympus.co.uk
– Products : cameras & related accessories
– 11 countries: AT, BE, DE, DK, ES, FI, FR, NL, UK, PL, SE
• PFSweb Services
– Creation & hosting of the e-shops
– E-commerce Platform integration
– Logistics, transportation & returns management
– Customer Contact Center (UK, FR, DE, NL, SP)
– Financial Services (credit card authorization,
invoicing, VAT, payment reconciliation…)
– Flash Model
– Account Management & reporting
• Client benefits
– Global Solution for international e-commerce
– International Expertise
– Fast Implementation
Starting Date : May 2010
PFSweb Europe
PFSweb takes ownership of goods &buys from Olympus
Olympus invoices PFSweb (frequency TBD)
PFSweb ERP/DC
Goods stored in consignmentOlympus customers
VAT
Administration
all over EU
Olympus online shop
9. PFSweb handles
VAT administration
3. Online payment
authorization through
Ogone payment gateway
1. Goods
shipped to
PFSweb DC
8. PFSweb pays Olympus
2. Customer orders
4. Order
transmitted
6’. Payment
settlement
5. Order confirmation email
6. Order shipped to customer
7’. Ship confirmation email with tracking #
7. PDF invoice
(PFSweb= seller)
Flash Model
PFSweb Europe
PFSweb Europe
Client Services Management
• Single point of contact focused on managing your business, experience and
brand(s)
• Serves as liaison to every level and functional area throughout PFSweb
enabling you to effectively manage all facets of the solution with a high
level of transparency and accountability
• Provides visibility and analysis to critical business information
• Continuous focus on driving business growth and cost reduction
opportunities
• Empowered to identify opportunities for improvement and immediately act
• Experienced group of professionals working daily to ensure the intended
value of the solution is realized
PFSweb Europe
Systems Integration
PFSweb Europe
Systems Integration
PFSweb Europe
SPOB: Single Point of Business
PFSweb Europe
Partners
PFSweb Europe
Thanks for your attention
Stand S039