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….
