PFSweb’s End2End eCommerce® Solutions

® 2012 PFSweb Europe │ www.pfswebeurope.com

PFSweb - Booth S30

Do's and don'ts for cross-border e-commerce solutions

BrandUser experience

EmotionsTelling Stories

Communications

VAT

Excise

WarehouseLegal

Transportation

Custom boxes

Gift wrapping

Replenishments

Order Management

Customer Service

IT Systems

Fraud Management

Payment Processing

Web platforms

3rd Party Integration

e-Commerce Iceberg Concept

SPOB / Full service end2end e-commerce solutions

Who knows PFSweb?

But what about these brands?

Since 2008 there has been a quicker increase in the EU e-commerce sales than in the US

Between 2008 and 2011, the annual average gross rate was 10.3% in the US compared with 18.6% in Europe

E-commerce Sales in Europe vs. US

E-commerce Sales from 2008 to 2012

E-commerce Sales in Europe

Online Sales 2010 - 2011

10 Attention points

1. E-commerce platform

2. Legal

3. IT/system Integration

4. Fraud

5. Online Payments

6. Fulfillment

7. Transportation & Returns

8. Customer Care

9. IMS

10. What’s next ?

1.E-commerce Platform

An e-Commerce platform needs to comply with internationalneeds & requirements

- US Inhouse: « home made »- US as a vendor?- SME versus Enterprise?- Pan European / Localization- Global

- Terms and Conditions- Visibility on delivery options & returns- Period of withdrawal- Privacy & Safe harbor- Consumer protection law EU versus US- EU regulation vs. domestic execution - Next: cookies??

2. Legal (1)

There are simple things that need to be covered when running an (international) e-shop. For example:

- Regulation around product characteristics- Age verification- Hazmat- VAT rates for babies vs. other products- Invoicing requirements (Seq. Numbering /

country)

2. Legal (2)

And other specifications:

- Batch vs. real time APIs- Front office to back vs. back to back- Customization vs. standard integration- One partner vs. multiple partners - Filters…!

3. IT / systems integration

4. Fraud

% Revenue Lost to Online Fraud Source CyberSource

- Now we are using a combination of tools from payment service providers & internal tools that reduce drastically the number of fraud

5. Online Payments

- US payment provider versus European

- Activation based vs. Development

- Various payment methods vs. risk

Example: O’Neill available payment methods in 2011

BE, GB

AT, DE

NL

BE, GB

AT, BE, DK, DE, FR, IT, NL, SP & UK

AT, BE, DK, DE, FR, IT, NL, SP & UK

AT, BE, DK, DE, FR, IT, NL, SP & UK

Example: O’Neill payment methods in Germany

- End 2009 : Introduction of a new payment method Bankwiring- 2009 – 2010 : Increasing of orders volume (+108%)

5. Online Payments

- You can offer a lot of payment methods / country but you need to choose the right ones, not all are required

- By offering credit cards only (VISA, Mastercard, AMEX) you will miss for sure revenue opportunities

- On the contrary, adding a payment method like ELV can be dangerous because it is a direct debit card with higher associated risk

- Some payment methods also require more manual work on the back-office

- Conversion : A-B testing

5.Online Payments

6. Fulfillment

- Standard pick-pack-ship operations vs. highly customized online buying experience (engraving, special wrapping, gift card message)

-Same experience as in retail (increased expectations by both consumer and brand)

-“Hiding of brands on the outside”

7. Transportation & Returns

- B2B vs. B2C- Customer expectations by country (door-to-door, postal, drop point, time window

delivery)- Cost - Lead time- Pricing strategy

- Isolated destinations (remote areas) linked to business industry

- Cost of returns ( it is all about convenience!)

8. Customer Contact Center

- Very high expectations from luxury sector companies- Opening hours- Special languages- Dedicated vs. Shared- Native vs. Non native- Level 1 vs. Level 2 – 3- Brand representation- Integration with CRM and offline world

9. IMS

- Budget for IMS is mandatory

- Quality database / unique CRM

- Attracting - converting - nurturing

10. Next Steps…

Some trends:

- International / globalisation (US, Europe, Asia…)- Mobile / Tablet- Cross & Multi Channel - …

® 2012 PFSweb Europe │ www.pfswebeurope.com

Visit PFSweb @ booth S30

For more information about what we can do for you….