Jan Van Roey , Mechelen , Safeshops Cafe , 03 March 2016

DHL Parcel

CHANGE

THE FUTURE OF

Digitized stores

Customer recognition in store

In store navigation robots

Anytime , Anywhere , Any device

Seamless Customer Experience

Product information

On-the-go promotion

Virtual advice expert

Logistics market place connected in the Cloud

Allows : real time info , real time qoutes , pro-activeness ,

improved capacity planning and targeted promotions

Seamless inventory visibility

Any location can be part of / or is the warehouse with full

visibility : micro-warehouse , goods in transit , drive

through warehouse , Omni-channel warehouse

Delivery Customer Service : Sameday / 1 hour delivery

Flexible delivery options which can be changed

Seamless returns

On demand optimised / consolidated delivery

Seamless Customer service

Large choice of Last Mile options

Expanded home delivery services

PU and ship from store

Private Parcelbox

Parcel locker

Deliver to trunk

Crowd sourced delivery on demand

Deliver by drone

FLEXIBLE DELIVERY SERVICES

DRIVING SUCCESFUL E-SHOPS

Jan Van Roey / Safeshops Café

Mechelen , 03 03 2016

8

And Continue To Do So…

Logistics Providers Offer a Wide Range of Convenience Services

Saturday

Evening

Sunday

Notifications

Parcel Machines

Private Parcel Boxes

Neighbour Delivery

Weekday

Preferred Neighbour

Safe Place Agreement

Preferred Location

WebservicesAPI’s

Online Shipping Applications

Webshop Software ModulesDrop Point Locators

9

Larger e-tailers seem to offer more delivery services than smaller shops…

But are these available in your Check-Out pages ?

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BE survey shows delivery to door still dominant delivery method

Q: How are your online purchases delivered?

Source: VIL/Ipsos - eGreen project - 2015

However: first time delivery succes estimated at only 75 -80%

UNHAPPY CUSTOMER

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However – our intervention portal shows that consumers appreciate the

wide choice of options provided

39%

36%

9%

16%

Other DHL Parcelshop New delivery attempt Saturday Evening

Source: DHL Parcel Customer Intervention Portal – Oct’15-Feb’16

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WHY SHOULD A WEBSHOP OFFER A WIDE RANGE OFDELIVERY SERVICES?

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Are there good reasons to use multiple delivery options? Yes!

3. Market trend

• Major players on the market are expanding their

portfolio of delivery services

• Increasing use of existing service offer

1. Customer lifetime value (CLV)

4. Webshop quality

2. Customer preference

• Customer desire for individualized control of parcel

delivery proven by numerous studies

• Transparency about delivery important during

webshopping phase

• Better delivery success leads to lower return rates

• One-time buyers become repeat buyers

• CLV increases thanks to more loyal customers

• Positive delivery experiences improve reputation

and thus the recommendation rate

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Customers want information on products and the delivery terms and

conditions – flexible delivery is becoming more important

• Customers want transparency and clearly accessible

information on delivery terms and conditions

• Advertising of flexible delivery services should

therefore appear on the homepage

Source: Statista online shop study 2015

• There is greater understanding of different delivery

options on the market

• Actively offering the right options for shipping is

becoming increasingly more important

Source: MetaPack “Flexible delivery options” 2015

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Shipping quality is ascribed to the shop,

thereby increasing webshop quality

Source: MetaPack “Flexible delivery options” 2015

• A positive customer experience includes not only the quality of the goods and a user-friendly webshop but also

delivery – if customers are satisfied with delivery they will return and make new purchases

• Poor quality shipping is frequently also ascribed to the shop. Customers fail to return and have a tendency to share

this experience via review systems with other users

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CASE STUDY

How to get your packages delivered the way you want it:

Preferred day

• You determine when your package will be

delivered

• Delay delivery of your package up to four

days to a day you prefer.

Preferred neighbor

• Select a person in your immediate

neighborhood who will serve as an alternate

package recipient when you are not home

Preferred location

Receive packages when you are not at home.

• Packages are placed at a preferred location

(e.g. in a garage, a garden shed, etc.) that you

define

Presentation of logistics services: Integration of DHL Flex into homepages

CHOOSE WHERE YOU WANT THE PACKAGE DELIVERED CHOOSE WHEN YOU WANT THE PACKAGE DELIVERED

API + customization option: Preferred Location & Preferred Neighbor

Available sometime in 2016

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Integration of a webservice: Parcelshopfinder (incl. Packstations)

Participation in DHL package notification process including banner ads & branding

Package

notification through

webshop including

DHL Flex Services

205294179655

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SUMMARY

• Logistics Providers offer a wide range of delivery services. Unfortunately not all e-shops make use of

them making it impossible for consumers to choose these services

• Logistical check-out to be improved

• Not a matter of Conversion vs longer check-out

• Opportunity for e-tailers and logistical providers to work together and improve consumer satisfaction

Source: MetaPack

“Flexible delivery options” 2015

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DHL Parcel Shipping Module for Prestashop