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
Do’s and don’ts voor cross border e-commerce oplossingen
Nov 01, 2014
Martijn Duynstee, Managing Director PFSweb Europe
Na vele jaren actief te zijn in het implementeren en uitvoeren van cross-border e-commerce oplossingen, geeft PFSweb u vandaag wat meer inzicht in de verschillende facetten die hierbij komen kijken. Wat zijn de belangrijkste zaken om rekening mee te houden, wat ging goed of juist niet? Een interessante en luchtige bloemlezing omtrent een soms nogal complexe materie. Mis het niet!
Na vele jaren actief te zijn in het implementeren en uitvoeren van cross-border e-commerce oplossingen, geeft PFSweb u vandaag wat meer inzicht in de verschillende facetten die hierbij komen kijken. Wat zijn de belangrijkste zaken om rekening mee te houden, wat ging goed of juist niet? Een interessante en luchtige bloemlezing omtrent een soms nogal complexe materie. Mis het niet!
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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
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….
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