improve e-commerce performance via end2end process optimization
DESCRIPTION
- Conference: Developing e-Commerce activities in China, Hong Kong, May 15th - Presentation from Gary Chu (VP Asia Business Development, arvato Bertelsmann) - Contents: Introduction on arvato Bertelsmann e-Commerce Value Chain Multi-Channel retail strategy One-stop shopping solutions IT Front End solutions Back End operations CRM and eCRM Multi-Channel managementTRANSCRIPT
1 | May 16, 2012
Gary Chu
Vice President
arvato Asia Business DevelopmentEmail: [email protected]
Improve e-Commerce Performance
via End2End Process Optimization
| 2 |
Bertelsmann AG
The world’s most international media group
Employees: 100,626 *
Business Volume: > 15.3 bio. €*
Media Content Services
The leading broadcast and
production company in Europe.
Employees: 12,184*
Business volume: 5.8 bio. €*
The largest general-interest
book publisher in the world.
Employees: 5,343*
Business volume: 1.7 bio. €*
The leading magazine
publishers in Europe.
Employees: 11,822*
Business volume: 2.3 bio. €*
One of the largest international
provider of outsourcing
services (BPO).
Employees: 68,325 *
Business volume: 5.4 bio. €*
* Figures adjusted for the fiscal year 2011
Leonie Swann, Dan Brown
Idols The Bill
Family Feud
J.M. Coetzee Toni Morrison
John Grisham
Newspapers
Magazines
| 3 |
Bertelsmann arvato
Marketing ServicesSupply Chain
ManagementFinancial Services Customer Services IT Loyalty Program
e-Commerce
CRM & eCRM
Digital & Affiliate
Marketing
B2B/ B2C
Warehouse
Direct to Retail
Billing & Invoicing
Payment Process
Collection
DeutschlandCard
Web Miles
IB & OB Call
Live Chat
Data Center
E-Commerce
CRM
SAP
| 4 |
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
Customer Services
Marketing Services
SCM
Beijing, China
CRM
Customer Services
IT
Nanchang, China
Customer
Services
| 5 |
The e-Commerce Value Chain
Back-end
Management
Customers
ServicePayment W&L
Order
Management
Project Management / IT / Process
Channel
Management
Official Website AmazonTmall
Inventory
Mgt
Baidu Google Sina Sohu Kaixin
Traffic Generation
Search Engine Portal SNS
Vertical
RayliMogujieTencent
Shop
Management
| 6 |
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
| 7 |
The Strategic Challenges & Transition
Operation Process Change & Integration
Retail Process Migration & Optimization
Marketing Strategy & Process Alignment
A Strategy & Organization Transition
Consumer Data Integration
| 8 |
One-stop Shopping Solutions
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
ConsultingOperations & Marketing IT Front End Solutions
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
| 9 |
IT Front End Solutions
Designs, develops, operates and
maintains Hybris solution
Hybris Software Developers:
- Team Germany 50+
- Team US 30+
- 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 50+
IBM Premier Business Partner
Hybris IBM WebSphere Commerce
Demandware arvato In-house Solution
Designs, develops, operates and
maintains demandware solution
WCS Solution Engineers:
- Team Germany 10+
Designs, develops, operates and
maintains official website for Sephora,
Sisley, etc..
In-house Developer and Engineers:
- Team China 50+
| 10 |
The Websites References
Hybris – Benefit IBM WebSphere – Li Ning
Demandware – GERRY WEBER arvato in-house – SEPHORA
| 11 |
Back End Operations
OMS
arvato OMS
Virtual Inventory Mgmt.
Platform Integration
Order Routing
Order Consolidation Tool
3rd Party Interfaces
SAP
IT
Service
IB & OB Call; eMail;
Live Chat; Data Entry
Competency
China: 3500+ Seats
India: 1000+ Seats
Singapore: 200+ Seats
Manila: 300+ Seats
Warehouse
and Logistics
WMS
Warehouse
60 high-security WHs in globe
Other 60 WHs in China
Warehouse coverage in
APAC, including Singapore,
Hong Kong, Japan, India,
Australia
Nationwide Delivery
Value Chain
Billing & Invoicing
Payment Processing
Collection
Risk Management
Customers
Order Fulfillment
Customer Service Financial Service
No.1 Global
Search Engine
No.1 Software
Company
| 12 |
CRM and eCRM
Data
Management
Report
and Analytics
Campaign
Management
e-Commerce Consulting
Data Mgt
Member Mgt
Marketing Campaign Planning
Marketing Campaign Mgt
ROI Analysis
Integration of SNS e.g. weibo
arvato CRM and eCRM
OUR CUSTOMER
OUR VALUE
| 13 |
Multi-Channel Management
Multi-Online Stores
Single Consumer
Data Base
Multi-Warehouses
Multi- Payment Gateways
Multi-Customer Services
Multi-Delivery Partners
Centralized
OMS
Official Website
arvato data centre
has passed
ISO27001
Certification
CUSTOMER
LOGO14 | Name | Company | Customer | May 16, 2012