Closer to the e – customer

Closer to the e – customer
a European Approach
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
1
Expectation of an e - customer
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
2
Main issues from customer perspective I
1.
Price and delivery time
2.
Customers want value for money and they want it now
3.
Price and delivery time
4.
Customers want value for money and they want it now
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
3
Main issues from customer perspective II
1.
Pre-alert per SMS or email
2.
Time defined distribution
3.
Track & Trace
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
4
Main issues from supplier perspective
1. logistical constraints
- Air transport capacities
- Costs – peak season surcharges
- Security issues
-currently batteries
-what comes in the future
2. delivery time
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
5
What European Fulfillment companies
can do for Asian Webshops
1. Provide local Know-how
2. Closeness to the e - customers
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
6
Local Know - how
• Customs
- EU has one customs regulation but various different national
- regulations on product group level
- low value threshold
• Logistics
- Variety of distributions channels an services
- B2B vs B2C
- POD
- COD
Georg Weidinger CEO
Swiss Mail Solutions
- re-directing shipments
- re-sending returned orders
- delivery attempts
Triangle World Mail & Express
Kuala Lumpur 2014
7
Closer to e - customers
• Call center in local languages at European opening hours
1. delivery time
2. delivery time
3. delivery time
Delivery from a European warehouse takes 1 – 5 days
from receiving the order!
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
8
…and above all
-
local address for non-deliverables
local address for returns
returns management
local indicias
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
9
Get closer to the e - customer
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
10
And in the heart of Europe...
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
11
LOCATIONS
1
2
3
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
12
Let´s cooperate and get closer to
our e - customers
THANK YOU
GEORG WEIDINGER
Ebnifeld 13
9523 Züberwangen
[email protected]
Georg Weidinger CEO
Swiss Mail Solutions
Triangle World Mail & Express
Kuala Lumpur 2014
13