Asendia's presentation by Sonja van dorslaer - eTradeSummit 2014

The world is your address

Asendia E-Commerce Presentation Asendia / Page 1

Improve the Cross–Border

customer experience

The cost of cart abandonment is tremendous

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€3,000 billionAn estimated

worth of orders will be lost before completion in 2014

Reducing the abandonment rate can potentially bring a lot of additional revenue.

3%The average online

conversion rate for retailers

The world is your address

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Cart abandonment:A major issue for e-merchants

On average, over two thirds of e-shoppers do not complete their order

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70%abandon their cart

before completion of the order

blog.lkconseil.com

High-tech

Home appliances

Fashion

Online travel agencies

Tour operators

53.0%

59.2%

61.2%

67.9%

96.7%

Average rate per sector (French market):

Tourism is the sector where the abandonment rate is highest.

8 major reasons for abandonment

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Payment options and shipping costs are the main 2 reasons why e-shoppers do not complete their order.

No contact information

Worries about data safety

Lack of info on delivery time

Shipping cost too high

8%

10%

22%

23%

24%

41%

46%

59%

blog.lkconseil.com

Asendia E-Commerce Presentation

Consumers are actually more worried about international deliveryConcerns about cross-border vs. domestic online purchases

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Source: Civic Consulting/TNS, 2011

Data privacy

Uncertainty on rights

Payment security

No delivery

Guarantee

Returns

Long delivery times

0% 5% 10% 15% 20% 25% 30% 35% 40%

% domestic % increase cross-border

Asendia E-Commerce Presentation

Main barriers for Cross-BorderRelative importance of delivery offerings

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Source: BCG, 2013

Dynamic re-routing

Alternate delivery

Same-day delivery

Express delivery

Delivery notifications

Delivery windows

Security of delivery

Ease of returns

Track & trace

Shipping cost

0% 10% 20% 30% 40% 50% 60% 70% 80%

Goods offer/Choice

ToolsPortals

Eshop (express)

Asendia E-Commerce Presentation

Development in the E-Commerce value chain

WHAT?

Need to provide an International Order Managed Service that enables online retailers to quickly and simply access global shoppers with a superb international shopping experience.

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Asendia E-Commerce Presentation

Simplifying Cross Border eCommerce

HOW?• Help retailers increase sales by making access to

global markets simple.• Retailer can be Merchant of Record• Retain ownership of the customer, the experience

and the data.• No costly or lengthy IT integrations.• Provide your customers with a superb shopping

experience throughout your site. • Access to the most competitive global logistics

infrastructure for delivery, returns and customer Service.

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Asendia E-Commerce Presentation

eShopWorld SolutionFully Managed Service for international orders

Global Checkout Delivery

Product Return

Customer Service

• Global Checkout experience

• Full landed Cost

• Multi-currency & payment methods

• PCI compliance

• Fraud & FX Risk protection

• Multiple shipping options

• Shipping and customs documentation

• Customs Clearance

• Tracking Portal

• Carrier Management

• Global Shopper Welcome mat

• Localised pricing throughout site.

• Market Specific promotions

• Catalog coding

• Product Compliance

• Branded Returns Portal

• Regional Return centres

• Refund management

eCommercePlatform

• International Customer Care

• Order query support

• Multi-channel access - eMail, Phone, and

Online

Fully Managed Service for International Orders

Retailer Administration – reporting, dashboard and KPIs

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Asendia E-Commerce Presentation

Using eShopWorld - Benefits for Retailers

• Fast access to the global market, with minimum investment.• Retailer controls the user experience.• Increased conversion rates from International shoppers.• Increased margin on all sales – no merchant service

charges, or fraud exposure for retailer.• eSW manage all the currency exchange and remit in

retailers preferred currency.• International Customer Service provided on all your orders.• Full compliance to all international trade regulations.

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Asendia E-Commerce Presentation

Benefits for Shoppers

• Enhanced user experience – localised welcome mat,

localised prices & currency throughout the site. • Shopper has full visibility of all costs – no additional fees

or surprises.• Transacting in their own currency, and with a choice of multiple

payment methods.• Multi-lingual communications for all key steps of the process.• Significant Cost Savings to consumer - competitive delivery fees;

duties and taxes are calculated – not estimated.• Tracking portal to provide order status updates.• Access to international customer service for order delivery queries.

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Corss-border purchasesSwitzerland

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Many Swiss consumers shop outside their national borders due to relatively high domestic prices and an interesting duty-free limit

€675mspent by Swiss e-shoppers

on foreign websites

€164mdelivered to pick-up points

outside the border

CHF 300duty-free limit for goods

imported into Switzerland

Top 3 foreign websites1. Amazon.de2. eBay.de3. Apple.com

Cross-Border purchasesFrance

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France is one of the most mature markets in Europe, with a solid infrastructure.

138,000

600m33.8me-shoppers in 2013

(+5% vs. 2012)transactions in 2013(+17.5% vs. 2012)

active merchant websites(+17% vs. 2012)

Priceminister

eBay

FNAC

Cdiscount

Amazon

7.789

8.653

9.064

9.834

16.057

Top 5 websellersNr. of unique visitors per month (x1,000) in Q1 2014

Logistics for e-commerce into Norway

Global Checkout Delivery

Product Return

Customer Service

• No additional charges/VAT/duties when goods arrive.

• No additional time/effort to arrange for customs clearance when goods arrive in

Norway (DDP)

• Use DDU (only to be used for goods with

value less than NOK200/EUR23

• Distribution as domestic parcel

• Fulfilment services in Norway

• Export EU/Import Norway

• Customer duties & VAT• Asendia acts as legal

entity in Norway for retailer

• No need for own VAT subsidiary

• Tailor-made return management available

• Customer support• IT solutions

Asendia E-Commerce Presentation Asendia / Page 15

The world is your address

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HQParis + Bern

Local expertise

Sustainability

> 200 destinations

> 1’000employees

15Asendia countries