The world is your address
Asendia E-Commerce Presentation Asendia / Page 1
Improve the Cross–Border
customer experience
The cost of cart abandonment is tremendous
Asendia / Page 2
€3,000 billionAn estimated
worth of orders will be lost before completion in 2014
Reducing the abandonment rate can potentially bring a lot of additional revenue.
3%The average online
conversion rate for retailers
The world is your address
Asendia / Page 3
Cart abandonment:A major issue for e-merchants
On average, over two thirds of e-shoppers do not complete their order
Asendia / Page 4
70%abandon their cart
before completion of the order
blog.lkconseil.com
High-tech
Home appliances
Fashion
Online travel agencies
Tour operators
53.0%
59.2%
61.2%
67.9%
96.7%
Average rate per sector (French market):
Tourism is the sector where the abandonment rate is highest.
8 major reasons for abandonment
Asendia / Page 5
Payment options and shipping costs are the main 2 reasons why e-shoppers do not complete their order.
No contact information
Worries about data safety
Lack of info on delivery time
Shipping cost too high
8%
10%
22%
23%
24%
41%
46%
59%
blog.lkconseil.com
Asendia E-Commerce Presentation
Consumers are actually more worried about international deliveryConcerns about cross-border vs. domestic online purchases
Asendia / Page 6
Source: Civic Consulting/TNS, 2011
Data privacy
Uncertainty on rights
Payment security
No delivery
Guarantee
Returns
Long delivery times
0% 5% 10% 15% 20% 25% 30% 35% 40%
% domestic % increase cross-border
Asendia E-Commerce Presentation
Main barriers for Cross-BorderRelative importance of delivery offerings
Asendia / Page 7
Source: BCG, 2013
Dynamic re-routing
Alternate delivery
Same-day delivery
Express delivery
Delivery notifications
Delivery windows
Security of delivery
Ease of returns
Track & trace
Shipping cost
0% 10% 20% 30% 40% 50% 60% 70% 80%
Goods offer/Choice
ToolsPortals
Eshop (express)
Asendia E-Commerce Presentation
Development in the E-Commerce value chain
WHAT?
Need to provide an International Order Managed Service that enables online retailers to quickly and simply access global shoppers with a superb international shopping experience.
Asendia / Page 8
Asendia E-Commerce Presentation
Simplifying Cross Border eCommerce
HOW?• Help retailers increase sales by making access to
global markets simple.• Retailer can be Merchant of Record• Retain ownership of the customer, the experience
and the data.• No costly or lengthy IT integrations.• Provide your customers with a superb shopping
experience throughout your site. • Access to the most competitive global logistics
infrastructure for delivery, returns and customer Service.
Asendia / Page 9
Asendia E-Commerce Presentation
eShopWorld SolutionFully Managed Service for international orders
Global Checkout Delivery
Product Return
Customer Service
• Global Checkout experience
• Full landed Cost
• Multi-currency & payment methods
• PCI compliance
• Fraud & FX Risk protection
• Multiple shipping options
• Shipping and customs documentation
• Customs Clearance
• Tracking Portal
• Carrier Management
• Global Shopper Welcome mat
• Localised pricing throughout site.
• Market Specific promotions
• Catalog coding
• Product Compliance
• Branded Returns Portal
• Regional Return centres
• Refund management
eCommercePlatform
• International Customer Care
• Order query support
• Multi-channel access - eMail, Phone, and
Online
Fully Managed Service for International Orders
Retailer Administration – reporting, dashboard and KPIs
Asendia / Page 10
Asendia E-Commerce Presentation
Using eShopWorld - Benefits for Retailers
• Fast access to the global market, with minimum investment.• Retailer controls the user experience.• Increased conversion rates from International shoppers.• Increased margin on all sales – no merchant service
charges, or fraud exposure for retailer.• eSW manage all the currency exchange and remit in
retailers preferred currency.• International Customer Service provided on all your orders.• Full compliance to all international trade regulations.
Asendia / Page 11
Asendia E-Commerce Presentation
Benefits for Shoppers
• Enhanced user experience – localised welcome mat,
localised prices & currency throughout the site. • Shopper has full visibility of all costs – no additional fees
or surprises.• Transacting in their own currency, and with a choice of multiple
payment methods.• Multi-lingual communications for all key steps of the process.• Significant Cost Savings to consumer - competitive delivery fees;
duties and taxes are calculated – not estimated.• Tracking portal to provide order status updates.• Access to international customer service for order delivery queries.
Asendia / Page 12
Corss-border purchasesSwitzerland
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Many Swiss consumers shop outside their national borders due to relatively high domestic prices and an interesting duty-free limit
€675mspent by Swiss e-shoppers
on foreign websites
€164mdelivered to pick-up points
outside the border
CHF 300duty-free limit for goods
imported into Switzerland
Top 3 foreign websites1. Amazon.de2. eBay.de3. Apple.com
Cross-Border purchasesFrance
Asendia / Page 14
France is one of the most mature markets in Europe, with a solid infrastructure.
138,000
600m33.8me-shoppers in 2013
(+5% vs. 2012)transactions in 2013(+17.5% vs. 2012)
active merchant websites(+17% vs. 2012)
Priceminister
eBay
FNAC
Cdiscount
Amazon
7.789
8.653
9.064
9.834
16.057
Top 5 websellersNr. of unique visitors per month (x1,000) in Q1 2014
Logistics for e-commerce into Norway
Global Checkout Delivery
Product Return
Customer Service
• No additional charges/VAT/duties when goods arrive.
• No additional time/effort to arrange for customs clearance when goods arrive in
Norway (DDP)
• Use DDU (only to be used for goods with
value less than NOK200/EUR23
• Distribution as domestic parcel
• Fulfilment services in Norway
• Export EU/Import Norway
• Customer duties & VAT• Asendia acts as legal
entity in Norway for retailer
• No need for own VAT subsidiary
• Tailor-made return management available
• Customer support• IT solutions
Asendia E-Commerce Presentation Asendia / Page 15
The world is your address
Asendia / Page 16
HQParis + Bern
Local expertise
Sustainability
> 200 destinations
> 1’000employees
15Asendia countries
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