improve e-commerce performance via end2 end process optimization with right it solutions
DESCRIPTION
L’Atelier, in coordination with arvato BERTELSMANN and iClick Interactive, is organizing a conference entitled “How brands and retailers can maximize e-Commerce performance”, gathering IT and marketing specialists to present market insights and discuss how advanced e-commerce technologies can help brands and retailers boost their online sales. Bertelsmann AG is the largest global media and service group in the Fortune 500. As part of Bertelsmann, arvato entered China in 2001 and has since provided advanced business process solutions as a strategic partner to various global companies - L'Oreal, LVMH, Microsoft, P&G, China Telecom, Air China etc. -- taking leadership in CRM and e-commerce. Basing on the full operational competencies in marketing, IT, customer service, warehouse management, logistics, and financial service, Bertelsmann and arvato are expanding the value chain by investing in intelligent innovations in digital marketing, analytics, data mining and consulting.TRANSCRIPT
1 | March 26, 2012
Gary Chu
arvato Asia Business DevelopmentEmail: [email protected]
Improve e-Commerce Performance via
End2End Process Optimization with
Right IT Solutions
| 2 |
Bertelsmann arvato
The world’s most international media group
Employees: 102,983 *
Business Volume: > 15 bio. €*
Content Services
The European market leader
in entertainment industry.
Employees: 12.339*
Business volume: 5,6 bio. €*
The world´s largest trade
book publisher in the world.
Employees: 5.264*
Business volume: 1,8 bio. €*
The largest magazine
publisher in Europe.
Employees: 13.337*
Business volume: 2,6 bio. €*
One of the largest media and
communication service provider
in the world.
Employees: 63.985*
Business volume: 5,1 bio. €*
CRM E-Commerce Customer ServicesSupply Chain
ManagementFinancial Services
* Figures adjusted for the fiscal year 2010
IT
| 3 |
Singapore
CRM
Customer services
Financial services
SCM
E-commerce
arvato in Asia
Chiba, Japan
SCM
Fulfillment
Shenzhen/Guangzhou, China
CRM
SCM
Customer Services
Shanghai, China
CRM
E-commerce
Customer services
Financial services
SCM
IT
Hong Kong
SCM
Fulfillment
CRM
Sydney, Australia
Customer Services
SCM
Gurgaon & Mumbai, India
CRM
Customer Services
E-commerce
Beijing, China
CRM
Customer services
IT
Nanchang, China
Customer
Services
APAC HQ
| 4 |
e-Commerce One-stop Shopping Services
Order Fulfillment
• Logistic &
distribution
•Sales recognition
and posting to
finance
• CSR operation
management
• Inventory booking
• Stock take
management
• Inventory control
• Optimized
warehouse
management
• Picking & packing
• Distribution control
IT Outsourcing
Business
ConsultingBusiness Process Outsourcing (Back End)IT Solution (Front End)
E-commerce
consulting
• Website
popularize
planning
• Business process
Consulting
• Website usability
consulting
• Online channel
development
• Online marketing
design
• ROI forecast/
analysis
• Shopping process
consulting
• Enterprise portal
planning
Implementation and
maintenance
• Website
development
• Java/.Net base
customized
development
• SaaS solution
• Interface to Bank
• System integration
• ERP integration
• Single Sign On
• Wiki/BBS/Blog
• Point redemption
management
• E-CRM
Data management
• Data capture
• Data migration
• Database
management
• Data
Synchronization
• Address
Validation
• Archiving
• Customer
segmentation
• Database
Marketing
• Statistic &
Analysis
Campaign
• Campaign
planning
• Campaign
supporting
-on-site
-DM/Mail/SMS
-Telemarketing
• Mailing
production
• Print-on-
demand
• Card
production
• National &
International
Postal Delivery
Shop
Management
• Web page design
• Campaign landing
page design
• EDM design
• Flash design
and coding
• Mini site
solution
• User experience
optimization
• Website usability
optimization
• Product upload
• Site image data
maintenance
Online
Marketing
• Tracking Pixel
• Conversion
Tracking
• Optimization
automation
• Data recency
• Optimization
tactics
• Budget
allocation
• Ad format
supported
• Reporting
• Data insights
Integrated infrastructure
Infrastructure consulting and design Data hosting Desktop support IT Management consulting
System integration implementation Application environment hosting on-site and remote support Information security consulting
Infrastructure maintenance Hardware hosting and maintain 3G mobility solution Risk evaluation
Database implementation and maintenance Data security Cloud-compute service IT auditing
| 5 |
IT Solution
Designs, develops, operates and
maintains Hybris solution
Hybris Software Developers:
- Team Germany 50+
- Team US 50+
- Team China 10+ (and Java developers
50+)
Hybris Development Partner (modules)
and Multiple-Hybris Partner of the year
Designs, develops, operates and
maintains IBM WCS solution
WCS Solution Engineers:
- Team China 45+
IBM Premier Business Partner
arvato eCRM / MIRACLE
eCommerce Consulting
Data Mgt
Member Rules
Marketing Campaign Planning
Marketing Campaign Mgt
ROI Analysis
Hybris IBM WebSphere Commerce
Supporting IT System
arvato OMS
Virtual Inventory Mgmt.
Platform Integration
Order Routing
Order Consolidation Tool
3rd Party Interfaces
WMS
SAP
Manhattan
IT F
ron
t-en
dIT
Back
-en
d
| 6 |
Warehouse Management
| 7 |
Nationwide Delivery Management
arvato takes care of your nationwide
deliveries and returns handling. We design
a solution that matches your exact
requirements and budget.
Our transportation assets and
services include:
100 own delivery vans for urgent,
intra-city deliveries
Network of 200 transportation
partners
Online order tracking for B2C and
B2B deliveries
Delivery and return handling
COD handling
Nationwide Delivery Service
| 8 |
Financial Payment Value Chain
Customer
Service
Collections
A/R and A/P
Management
Payment
Processing
Billing, Rating
& Invoicing
Risk
Management
Customer master and payment data validation & scoring
Duplicate detection
Credit limit handling by customer type
Easy configurable rating solution
Client-specific billing parameters
Extensive third party partner management capabilities
Full maintenance of all customer accounts and ledger bookings
Client-specific exception handling procedures
Extensive financial reporting
Multicurrency Handling
Support of all international and local payment methods
Cash management with end-to-end reconciliation
Automated invoice generation and cash application
In-depth knowledge of B2B and B2C collections
Optimised processes guarantee reduced DSO & write-offs
Multilingual 24/7 customer service
Use of state-of-the-art CRM technology
Data warehousing to support profiling
OUR
CUSTOMER
OUR
PARTNER
No.1 global
search engine
No.1 global
cosmetic group
No.1 global software
company
| 9 |
Customer Service
Products inquiry
Promotion inquiry
How to purchase
Order status
Delivery & payment
Service after sales
Inbound
Out of stock info.
Delivery failed
Return confirm
Order confirm
Call back
Customer survey
Outbound
Answer customer’s
question
Remind order status
Remind payment &
refund status
Product related
Service related
Website related
Complaint Handling
Product related
Service related
Website related
Service Content
India
IB Calls: 2+ mil p.a. OB Calls: 500K+ p.a. Email: 750K+ p.a. Chat: 75K+ p.a.
China Seats: 2000+ Consumer Data: 70+ mil p.a. IB Calls: 12+ mil p.a. OB Calls: 8+ mil p.a. Email: 0.5+ mil p.a.
Singapore Seats: 200+ IB Calls: 150K+ p.a. OB Calls: 24K+ p.a. Email: 1+ million p.a.
| 10 |
Online Marketing Solutions and Assets
iClick Mogujie Rayli
Busniess Value
- Interactive: Social shopping means
two-way communication; Focus on
consumer’s direct feedback
- Conversion: Different to SNS, mogujie
has the highest conversion rate for
online retail. (6-10%);
- Accurate: Largest young female
consumer database in China. Can be
accurately touched via their behaviors.
Business Value
- The largest vertical online portal for
female in APAC
- Over 8 million visit per day, over 1.5
million registed members
- Key business scope: online ad;
mobile value-added service; e-
Magzine
Bertelsmann Portfolio Companies
Business Value
- The leading demand side optimization
platform in Asia
- Over 800 advertisers from SMEs to
Fortune 100 companies
- Optimize over US$50M online ad
spend through our proprietary
technology
- Real-time data integration with major
publishers in the region
| 11 |
Selected Client Reference
arvato e-Commerce Clients Coverage
Cosmetic, Fashion, Luxury, Retail, FMCG
| 12 |
How e-Commerce is viewed:
A Multi-Channel Retail Strategy
Tele, mobile
Customer procurement / systems
Suppliers
Data
POS
Kiosk
Web
B2B sites
Fulfillment
Suppliers
Retailers
Distributors
Resellers / DealersLegacy systems
Back-end system
B2B / Partners
| 13 |
What Are the Strategic Challenges
Operation Process Change & Integration
Retail Process Migration & Optimization
Marketing Strategy & Process Alignment
A Strategy & Organization Transition
Latest Trends
| 15 |
Barcode/QR Code For Order Replenishment
Features1. Supports IPhone、IPad、Android
2. Recognizes barcode, QR Code.
3. Smart recommendation of relevant
products
4. Payment solution: Alipay, arvato
PaymentWizard
5. Interface with backend Arvato Order
Management System (AOMS)
6. Optionally Interface with CRM system
7. Optionally integrated with other
modules (LBS,SNS, MultiMedia etc.)
Hide Navigation Bar
Place Order
Customer Service
Relevant Product
| 16 |
QR Code For Order Placement
Arvato Order Management System
(AOMS)
Order PlacementOrder Status Update
Inventory Update (Optional)
Product Details Order Details
Notes1. QR code can be placed on outdoor
media such as billboard, exterior wall,
store window
2. QR code can be place on magazine,
catalog, newspaper, DM, etc.
Metro Station catalog
CUSTOMER
LOGO17 | Name | Company | Customer | March 26, 2012