1 Brief Intro Web & Mobile Stores Marketplaces Social & Chat aCommerce Group Full Service Ecommerce Solutions Provider in S.E. Asia
1Brief Intro
Web & Mobile
Stores
Marketplaces
Social & Chat
aCommerce Group
Full Service Ecommerce Solutions Provider in S.E. Asia
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Market Leader in Ecommerce solutions in ASEAN
Largest end-to-end e-commerce solutions provider in ASEAN
End-to- end solutions with Online-to-Offline (O2O) & Omni-channel capabilities
5 unique fulfillment models With fully customized solutions
Leading Global Partners Across 8 Categories
Fashion Appliance Electronics Home
ConsumerGoods
Food Sports Telecom
Over 80 brands, 60 retailers and 12 marketplaces partners
Thailand Indonesia Philippines MalaysiaVietnamMarkets we operate in and expanding to: Singapore
Market Position
#1
Key Facts
Funding
$40M USD
Employees
1,400+Clients
150+Warehouses
9Offices
4
INVESTORS:
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Consumer Goods Fashion Electronics Retailers Marketplaces
Clients across ASEAN
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Offices & Warehouses across ASEAN
# Cities in ASEAN
1 Singapore (Office)
2 Singapore (West Coast)
3 Manila (Pasig)
4 Manila (Office)
5 Bangkok (Office)
6 Bangkok (Rama 3)
7 Bangkok (Bangna)
8 Jakarta (Office)
9 Jakarta (Cawang)
10 Jakarta (Pondok Ungu)
11 Jakarta (Halim)
12 Bandung
13 Surabaya
1
6
4
108
1112 13
ThailandPhilippines
Vietnam
Malaysia
Singapore
Indonesia
OfficeWarehouse
9
2
37
5
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Store Operations, Merchandising, & BI
eStore Dev., Payments & Content Production
Marketing,Data Mgmt. & CRM
Marketplaces & Multi-Channel Retailing
Ecommerce Strategy Agency & Consultancy
Customer Service & Call Center
Order Mgmt., Tech & Fulfilment
Multi-Shipping Mgmt.& Delivery (COD)
Demand Generation
Demand Fulfilment
End-to-End Ecommerce solutions
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Enter S.E. Asia and expand across the region with economies of scale and efficiency
Importation and distribution by being the Merchant of Record, Freight Forwarding, Customs Clearance, FDA & Electronics certification
Help companies build and own direct relationships with consumers and collect data across the value chain.
SEA
SEA
Cross Border Expansion
S.E. Asia Market Entry
• Cost efficient and integrated worldwide shipping
• Merchant of Record and Importer of Record services available
• Cash on Delivery and International Returns
• Local customer service centre
• Customs clearance without hassle and unexpected fees.
• Real time visibility and control
Market Expansion Services
Key Benefits:
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Fastest growing ecommerce marketing agency in SEA
5
75
2013 2015
Active marketing clients
12
22
2015 2016e
Marketing billings ($B)
Unique value prop: full-stack ecommerce performance marketing
Strategic partnerships and proprietary demand gen products
Trusted by blue-chip SEA e-commerce retailers and global brands
Data-driven, end-to-end approach towards marketing
CPA, CAC, CLV optimization, not vanity metrics
#1 Ecommerce marketing agency in SEA
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We help Brands manage, optimize, and sell products across multiple retail channels
Product Data
Sales Orders
Mobile Social Media MarketplacesBrand Site
We process all orders coming from multiple channels
Delivery, CODFulfillment
Product catalog, data, & pricing
Merchandising,Promotions,& Inventory
Multi-channel store management and operations
ChannelSquid – Multi Channel Retail Platform
Warehousing Returns
Retail Store (O2O)Affiliates / Resellers
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Brand Site(Magento, Demandware,…)
Popshop Storefront (Social Networks, Apps, Emails)
Marketplaces & E-tailers(e.g. Rakuten, Qoo10, Elevenia, Lazada, iBuy Group, LINE)
Mobile Apps(mobile Apps: Line, Instagram, FB mobile,…)
Multi-Channel execution for brands (Maybelline example)
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aCommerce is the only service provider in the market offering virtual bundling capabilities, which enables: Increased Average Order Value / Basket Size Faster and more efficient fulfilment process compared with physically pre-
bundling of products Higher GMV through promotional activity
Virtual bundling capabilities
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Category-tailored Inventory Management
Systems and process designed specific for B2C
Supports various ecommerce fulfillment models:
+ Flash Fulfillment+ End to End Fulfillment+ JIT Fulfillment+ Dropship+ Cross-dock
Infrastructure designed to support varied sizes of products
Inventory throughput
time is under 24 hrs.
Over 90% On-Time
Order Fulfillment
8M+Over 8,000,000
annual orders
fulfilled
Ecommerce Operations Excellence & Innovation
120M+Over $120,000,000
in Cash On Delivery
processing
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Multi-Brand Fulfillment facilities and Call Centers
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Scalable solutions for complex Ecommerce requirements
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Fully Integrated Delivery Network
Trusted Delivery Partners
What are your benefits?
Access to competitive rates due to our volume
Working with one partner, one contract, and one platform
Instant access to over 10 trusted couriers within aCommerce network
Access to aCommerce shipping intelligence platform to select the fastest and cost-effective shipping.
Service Options
XPress
Greater business continuity
Same dayDelivery
ExpressNationwide
Delivery
CODNationwide
Multiple Merchant
Pick-up
Shipping Management: most parcel carriers don’t want to take random shipments. By giving carriers the shipments that they want, we can reduce delivery costs and increase efficiency
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Innovative shipping for businesses & consumers
Pick Up & Return In-store Send, Collect & Pay @ Subway Stations
Lockers @ Matahari Shopping Malls Send, Collect & Pay@ Post Offices
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Payment partners:
Credit Card Option for credit card on file to enable easier repeat purchase
COD (Cash on Delivery) Transactions insured, audited, reconciled, and transferred (payed) within 7 days or less.
Counter Service Thousands of store counters 7-11, Tesco, FamilyMart, Indomarte, Alfamart, and etc.
Bank and ATM Transfers Customers transfer payment via online banking or visiting any ATM machine
We provide all payment options easily integrated with various storefront platforms (Credit Card, Counter Service, Online Bank & ATM transfers, and Cash On Delivery (COD)
• 65% COD
• 35% Credit card
ASEAN payment options:
ASEAN Transactions by device:
• 60% Desktop
• 35% Mobile
• 5% Tablets
Source: aCommerce Google Analytics Data, Feb-May18 2014
Payment Solutions to enable commerce
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EmailManage and prioritize all customer emails from different channels with a central ticketing system
Over the phoneManage in/out bound calls with enterprise call center platform to transcribe calls into tickets for effective follow up and coordination
SocialMonitor, manage feedback, and take orders via social media (FB, Twitter, Line, and Instagram)
Live chatSupport Live Chat for fast real-time support and customer response
Ecommerce customer service has unique requirements due to consumer behaviors and multiple channels of communication. Acommerce provides customized and scalable solutions with flexible, fixed, or variable costs
Customer Care Services unique for Ecommerce
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Visible Data – actionable consumer insights
AMP
(aCommerce Management Platform)
TMS
(Transport Management System)
CCS
(Customer Care System)
Real-time Marketing, Sales, Inventory, Promotions insights
Real-time order tracking with customer profiles
Real-time customer call, chat, email inquiry insights
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Benefits of Outsourcing E-commerce
Go-to-market faster!
Limit need to recruit and build in-house team
Access industry best practices
Research, test, and learn before over-investing
Lower costs due to economies of scale
Client Case Studies
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• Dedicated 80,000 sqft. E-commerce warehouse set-up and operation for Indonesia’s largest and most famous department store
Pre-launch consulting and strategic planning
Dedicated warehouse equipment and process set-up
Backend system set-up and integration with SAP
Operational staff hiring and training
Order fulfillment, express delivery and COD
Dedicate Customer Service call center
Content and photo production (product catalogue)
Website development (retail and marketplace)
Digital marketing
Manage over 2,000 merchants on marketplace
Omni channel strategy, click-collect, CRM, loyalty program
Customized End-to-End Solutions:
Case Study - Matahari Mall.com (Lippo Group)
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Retail & marketplace focused fulfillment center
Dedicated E-commerce warehouse for product storage and order fulfillment
80,000 sq ft of storage space, 60 person customer service center, and over 100,000 SKU’s from over 500 renowned global brands
Inbound processing of over 50,000 pieces daily with strict QC guidelines, operating 24 hours, 7 days a week
Production facilities with 5 photography studios
Case Study - Matahari Mall.com (Lippo Group)
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Fulfillment tailored to category or vertical (e.g. fashion, beauty, flash sales, marketplace)
High volume Inbound handling System driven Pick & Pack procedures Manage campaigns, seasonal and volume spikes
Inbound Inspection with Strict quality assurance standards
Outbound inspection verifying all relevant shipping documents
Return inspection to ensure only compliant returns are refunded.
Case Study - Matahari Mall.com (Lippo Group)
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High volume Inbound handling
Creating Inbound POs by matching each sku detail on the shipping documents against the material master
Manual allocation of skus into bins by sizes to ensure efficient storage structure
System driven Pick & Pack procedures
Pin point item pick by style, color and size Highly customized and detailed packaging requirements including wrapping, exact positioning of
wrappers and stickers, length of ribbon, securing of product in box etc
Manage campaigns, seasonal and volume spikes Batch pick and pack during seasonal, anility to handle over 10 times volume while remain delivering on
high SLA
Ecommerce Inventory Order Processing
Case Study - Matahari Mall.com (Lippo Group)
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Inbound Inspection
• Strict quality assurance standards• Inspecting shipment quality and quantity• Checking for original clothing tags• Inspecting shipments quality and quantity aligned
to the contractual standards between Matahari and its forwarders
• 100% Individual product’s quality examination including taking photos of items maintained in the quarantine location
Inspection Procedure
Outbound inspection• Throughout the outbound packaging procedure to
make sure it is aligned with the strict requirements set by Matahari
• Verifying all relevant shipping documents • Cleaning off dust and dirt prior to shipping
Return inspectionStrict returns qualification process to ensure only compliant returns are refunded.
• Return quality compliance • Return documentation verification
Case Study - Matahari Mall.com (Lippo Group)
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Customised order processing
• Item folding and repackaging according to guidelines
• Customised packageing based on type, season, campaign
• Gift with Purchase (GWP), freebies, inserts management
• Special care and handling during packing process
• Customised tagging labelling
• Gift set, gift wrap, bundling management
• Last steps QC checking on quality, quantity and related documents
Custom Outbound Handling and Packing
Case Study - Matahari Mall.com (Lippo Group)
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1. Liaise with courier provider in handling disputes
2. Inventory management for returned goods
3. Data capturing return reasons with monthly return analysis
4. 24 hrs put away lead-time from dock to stock to increase inventory optimization
5. Automatic refund report trigger for goods received in proper and good condition.
Custom RMA Process
Case Study - Matahari Mall.com (Lippo Group)
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Loreal Group (Kiehls, Loreal, Maybelline, Vichy, Garnier, Laroche)
• L‘Oreal is a global leader in Beauty and Cosmetics productsacross their many brands.
• aCommerce manages full assortment of products for all 6 brands across multi-channels
• aCommerce provides End-End ecommerce solutions of Web Development, Channel Management, Marketing, OrderFulfillment, Delivery
• aCommerce is Merchant of Record
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Client Examples
• Bata is an internationally prominent footwear
and fashion brand with over 5K retail stores in 60 countries
• aCommerce processes orders from their variousmarketplace channels in Indonesia
• aCommerce manages 4,000 SKUs of inventory, Order Fulfillment, and Delivery services
• Moxy is a prominent ‘Curated’ lifestyle
retailer in Thailand and Indonesia
• aCommerce provides End-End ecommercesolutions of Web Development, Marketing, Order Fulfillment, Delivery
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Client Examples
• Nescafe and RedCup are both award-winning
leading brands for coffee afficionados looking for convenience and great taste
• aCommerce provides End-End ecommerce solutions of Web Development, Channel Management, Marketing, Order Fulfillment, and Delivery
• aCommerce is the exclusive online distributor and Merchant Of Record
• HP is one of the world’s leading manufacturers of
PCs, Printers, and Accessories, for home and office solutions
• aCommerce provides End-End ecommerce solutions: Web Development, Channel Management, Marketing, Order Fulfillment, Delivery
• aCommerce is Merchant of Record
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Example of Consumer Goods category client
Jan-15 Feb-15 Mar-15 Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15
46%
35%
16%
2% 1%
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
GMV by Channel - 2015
BrandSite
MarketPlace
Social
BrandWebsite
MarketPlaces
Sales from multiple channels
Thank You