multi channel achteraf betalen heeft de toekomst after pay
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Omnichannel ‘pay after delivery’ account models
Online Betaal Congres 2014
René Wietsma
5 maart 2014
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A short introduction
Name: René Wietsma
Role: Manager Business and Internet Development Manager
Company: AfterPay
Education: IT
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Today’s Topic
‘pay after delivery’ account models are an important part of the future omnichannel
payment landscape
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Table of contents
Development in the E-commerce market
Developments in the online payment landscape
Pay after delivery
Future omnichannel pay after delivery account models
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Developments in the Ecommerce market
5 maart 2014
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Dutch e-commerce market place
Bron: Thuiswinkel.org (2014) 6
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The ‘traditional’ shopping process
• Social interaction
• Product discovery
• Marketing and sale offers
• Price and availability checking
Pre-Purchase
Purchase
Post-Purchase
• Fixed set of payment options for online or in-store
• Standard checkout
• Delivery
• Customer service
• Loyalty
However, the process has completely changed… 7
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Ph
ysic
al D
igita
l
Direct
Indirect
The number of channels is exploding - each with it’s own strengths…..and weaknesses
Sales
Outlets
Kiosk
Brand store
Telesales
Catalogues
Intermediaries
Video chat
Callcenter
Door to door flyers
Shop in a shop
Dealer Franchiser Magazines
Agents
Online agent
Webshop
eMail campaign
Affiliate sites
Compare sites
Web auction
Online marketplace
Internet TV
Smartphone apps
Tablets apps
Instore TV
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Technology is dramatically changing the shopping process and experience
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The new consumer uses a non-linear path
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Retailers move from multichannel to omnichannel to offer their customers a seamless shopping experience
Experience Single touch point Channels act alone, customer
experience differences
Channels strengthen each other Experience is aligned across all
channels
Proposition Aligned Different assortment, prices
services
New services: C&C, in-store home
delivery, etc.
Unified brand, high service, extensive
assortment
Focus - Learn Grow Make profitable
Organization One organization Separate eCommerce
department
eCommerce department becomes part
organization
Integrated channel management for
communication & commerce
Technology One platform Systems are silo’s Logistics, assortment & CRM (the
basics) are integrated
Shared platform all channels from
web, to mobile to cash register
Single Channel Multi-Channel Cross-Channel Omni-Channel
The Past The Reality The Ambition The Work in Progress
11 Bron: Qhuba
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Changing eCommerce landscape
starts ‘the changing face of payments’
5 maart 2014
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Rapid retail and payment changes!
Smartphone creates the synergy of retail channels and selecting, ordering, paying and delivering
Rapidly changing consumer behavior, more online via smartphone than PC. A challenge for the retailer to grap this huge opportunity.
Consumers look for an easy way of ordering, expect a safe payment environment, and like to be led by personalized targeted offers
MasterCard, Amex, Visa, invest in integrated solutions (digital wallets) for mobile, internet, and physical stores
Big trend towards a simple checkout process. Battle of the wallet checkouts.
eCommerce giants eBay, Amazon, Google and Apple posses strong mobile and e-commerce checkouts and create a lot consumer traffic!
13 Bron: AfterPay/Qhuba
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Financial organizations: • Recognizability to consumer • Limited investments • Enable mobile payments • Cross border activities • Rise of new entrants
d
Retailer: • Growth of conversion
• Sales driven • In search for mobile channel solutions
• Supports pay after delivery •Cross channel
Technology: • Mobile-Internet-POS converge • Card brands invest in multi channel
checkouts • Integration ordering-delivering, pay after
delivery & loyalty
Consumer: • Always online via smartphone,
tablet, laptop, TV • Uses social media
• Convenience via mobile is essential • Expects ease-of-use, choice, and security
(r)evolution electronic ordering
and paying
Market drivers
Bron: Qhuba 14
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Easy payment is part of the strategy
Integration of payment functions in the order process. Sometimes incorporated as virtually invisible in customer experience.
Traditional providers are discovering slowly that the consumer is in charge. They don’t dictate the channels through which consumers pay anymore.
Customer recognition (authentication) with face, fingerprints, and/or voice that is linked to registrated features and device recognition is the future.
New providers create services where payment solutions are fully integrated.
Payment is more often based on the (credit)profile of the consumer. Pay after delivery, disconnected from the order process, without the need of PIN, credit card or banking tokens
The reach of payment methods stays important. eMaestro becomes competitor of iDEAL and is cross border utilizable.
15 Bron: Qhuba
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Evolution of the checkout process
Pure players like eBay & Google move towards physical retail
Creating access of inventory to commerce platforms
Integration with POS systems and offering mPOS solutions (PayPal)
Reach a large scale of consumers
Search, compare, connect, reward, order, deliver, and pay by smartphone
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The start of wallets: for example Turkcell Wallet (mobile)
17 Source; Turkcell
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PayPal, an omnichannel approach
Via mobile to POS
Order functionality
Acceptation points
Coupons
Check-in and pay with your face
Bill me Later
Support fingerprinting (Samsung) https://www.youtube.com/watch?feature=player_embedded&v=Rww0ZcannKg
18 Image Source: PayPal
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Amazon, developing alternative wallets
Amazon Check-out
Available for resellers in the US, Luxembourg, UK, Germany
Largest web retailer of the world
Biggest credit card hub after Apple
An example but also competitor for web retailers
Software perfectly aligned
Customer protection
Familiarity of this service by Dutch consumers?
19 Image sources: Amazon.com
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Visa
one
click
buy
• Mobile development engine V.me intro
• Serving banks UK, France, Spain
• Partnering telco’s Telefonica, Vodafone,
Samsung
• Investing in technology partners
Evolution of the checkout process, Visa investing in V.me
20 Image sources: Visa
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Apple developments
Image Source: Wall Street Journal (2014) 21
Interesting facts:
600 million account holders (Oct 2013)
Increase of 500.000 per day (Oct 2013)
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‘Pay after delivery’ as today
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30% of the Dutch consumers prefer to use an open invoice or direct debit payment option
Bron: Thuiswinkel.org (2013)
5%
5%
5%
6%
24%
55%
Other
PayPal
Creditcard
Direct debit
Post Payment
iDEAL
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Why online consumers want to pay after delivery
Safe and reliable First inspect then pay (or return) Payment terms of 14 days after delivery Chross-channel applicable Financial self-management and control
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How payment after delivery generally works
Data validation
Other payment method (digital) invoice
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Pay after delivery accounts in an
omnichannel landscape
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Pay after delivery account approaches in other domains
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Our criteria for a omnichannel pay after delivery account
Buying with open invoice should be a one-click experience regardless the channel of purchase;
The purchase with account needs to be same customer experience in every channel (mPos,Pos, Mobile, Web, TV);
Aggregation of all purchases and returns in one customer account;
One single point of contact for the customer regarding payment related questions;
Direct financial insights and obligations.
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Direct benefits
Customer
One account for all retail purchases (online, Pos, mobile, offline);
Easy to use and secure ;
Monthly settlements;
Financial self-management;
Reliable storage of personal data.
Merchant
Seamless integration of every channel through one account;
Offering a preferred payment concept to the customer;
Higher conversion rate;
Micropayments ready;
One click buy experience.
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Mobile payment after delivery with account
Checkout
using
account
Payment
confirmation
Pay after
delivery
(through
mobile or
web)
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Wherever you go, pay with your Account on your mobile, web and store
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Consumer’s bank
Merchant’s bank
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Payment with account in front of your television (t-commerce?)
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AfterPay and future account model
The first version of the AfterPay account is planned to be released this summer
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In Summary AfterPay strongly believes in omnichannel ‘pay after delivery’ account models as part of the future payment landscape.
Three import reasons:
Pay after delivery accounts enhance the omnichannel developments;
Pay after delivery is preferred by more then 30% of the online shoppers;
Self management and financial control is available for the customer for all the omnichannel retail purchases.
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Questions?
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