Improve e-Commerce Performance viaEnd2End Process Optimization withRight IT SolutionsGary Chuarvato Asia Business Developm...
Bertelsmann arvato                                                                                          The world’s mo...
arvato in Asia Gurgaon & Mumbai, India                                     Chiba, Japan  CRM                             ...
e-Commerce One-stop Shopping Services       Business                                IT Solution (Front End)               ...
IT Solution                                            Hybris                                     IBM WebSphere Commerce  ...
Warehouse Management|6|
Nationwide Delivery Management                                           Nationwide Delivery Service      arvato takes car...
Financial Payment Value Chain                      OUR                    PARTNER                                         ...
Customer Service                                             Service Content          Inbound                 Outbound    ...
Online Marketing Solutions and Assets                        iClick                                      Mogujie          ...
Selected Client Reference                        arvato e-Commerce Clients Coverage                       Cosmetic, Fashio...
How e-Commerce is viewed:         A Multi-Channel Retail Strategy                                                         ...
What Are the Strategic Challenges                    Marketing Strategy & Process Alignment                    Retail Pr...
Latest Trends
Barcode/QR Code For Order Replenishment                                                        Features                   ...
QR Code For Order Placement                  Metro Station                         catalog                     Product Det...
CUSTOMER17 | Name | Company | Customer | March 26, 2012     LOGO
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Improve e-commerce performance via end2 end process optimization with right IT solutions

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L’Atelier, in coordination with arvato BERTELSMANN and iClick Interactive, is organizing a conference entitled “How brands and retailers can maximize e-Commerce performance”, gathering IT and marketing specialists to present market insights and discuss how advanced e-commerce technologies can help brands and retailers boost their online sales.

Bertelsmann AG is the largest global media and service group in the Fortune 500. As part of Bertelsmann, arvato entered China in 2001 and has since provided advanced business process solutions as a strategic partner to various global companies - L'Oreal, LVMH, Microsoft, P&G, China Telecom, Air China etc. -- taking leadership in CRM and e-commerce. Basing on the full operational competencies in marketing, IT, customer service, warehouse management, logistics, and financial service, Bertelsmann and arvato are expanding the value chain by investing in intelligent innovations in digital marketing, analytics, data mining and consulting.

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Improve e-commerce performance via end2 end process optimization with right IT solutions

  1. 1. Improve e-Commerce Performance viaEnd2End Process Optimization withRight IT SolutionsGary Chuarvato Asia Business DevelopmentEmail: Gary.Chu@bertelsmann.de 1 | March 26, 2012
  2. 2. Bertelsmann arvato The world’s most international media group Employees: 102,983 * Business Volume: > 15 bio. €* Content Services The European market leader The world´s largest trade The largest magazine One of the largest media and in entertainment industry. book publisher in the world. publisher in Europe. communication service provider in the world. Employees: 12.339* Employees: 5.264* Employees: 13.337* Employees: 63.985* Business volume: 5,6 bio. €* Business volume: 1,8 bio. €* Business volume: 2,6 bio. €* Business volume: 5,1 bio. €* Supply Chain CRM E-Commerce Customer Services Financial Services IT Management * Figures adjusted for the fiscal year 2010|2|
  3. 3. arvato in Asia Gurgaon & Mumbai, India Chiba, Japan  CRM  SCM  Customer Services  Fulfillment  E-commerce Singapore Shanghai, China CRM  CRM Customer services  E-commerce Financial services  Customer services SCM  Financial services E-commerce  SCM  IT Hong Kong APAC HQ Nanchang, China  SCM  Customer  Fulfillment Services  CRM Sydney, Australia Shenzhen/Guangzhou, China Beijing, China  Customer Services  CRM  CRM  SCM  Customer services  SCM  IT  Customer Services|3|
  4. 4. e-Commerce One-stop Shopping Services Business IT Solution (Front End) Business Process Outsourcing (Back End) Consulting E-commerce Implementation and Data management Campaign Order Fulfillment Shop Online consulting maintenance • Data capture • Campaign • Logistic & Management Marketing • Website • Website IT Outsourcing • Data migration planning distribution • Web page design • Tracking Pixel popularize development • Database • Campaign •Sales recognition • Campaign landing • Conversion planning • Java/.Net base management supporting and posting to page design Tracking • Business process • Data -on-site finance • EDM design • Optimization customized Consulting Synchronization -DM/Mail/SMS • CSR operation • Flash design automation development • Website usability • Address -Telemarketing management and coding • Data recency • SaaS solution • Mini site consulting Validation • Mailing • Inventory booking • Optimization • Online channel • Interface to Bank • Archiving production • Stock take solution tactics development • System integration • Customer • Print-on- management • User experience • Budget • Online marketing • ERP integration segmentation demand • Inventory control optimization allocation design • Single Sign On • Database • Card • Optimized • Website usability • Ad format • ROI forecast/ • Wiki/BBS/Blog Marketing production warehouse optimization supported analysis • Statistic & • National & management • Product upload • Reporting • Point redemption • Shopping process Analysis International • Picking & packing • Site image data • Data insights management consulting Postal Delivery • Distribution control maintenance • E-CRM • Enterprise portal planning Integrated infrastructure  Infrastructure consulting and design  Data hosting  Desktop support  IT Management consulting  System integration implementation  Application environment hosting  on-site and remote support  Information security consulting  Infrastructure maintenance  Hardware hosting and maintain  3G mobility solution  Risk evaluation  Database implementation and maintenance  Data security  Cloud-compute service  IT auditing|4|
  5. 5. IT Solution Hybris IBM WebSphere Commerce  Designs, develops, operates and  Designs, develops, operates and maintains Hybris solution maintains IBM WCS solution IT Front-end  Hybris Software Developers:  WCS Solution Engineers: - Team Germany 50+ - Team China 45+ - Team US 50+ - Team China 10+ (and Java developers  IBM Premier Business Partner 50+)  Hybris Development Partner (modules) and Multiple-Hybris Partner of the year Supporting IT System IT Back-end arvato OMS arvato eCRM / MIRACLE WMS  Virtual Inventory Mgmt.  eCommerce Consulting  SAP  Platform Integration  Data Mgt  Manhattan  Order Routing  Member Rules  Marketing Campaign Planning  Order Consolidation Tool  Marketing Campaign Mgt  3rd Party Interfaces  ROI Analysis|5|
  6. 6. Warehouse Management|6|
  7. 7. Nationwide Delivery Management Nationwide Delivery Service arvato takes care of your nationwide deliveries and returns handling. We design a solution that matches your exact requirements and budget. Our transportation assets and services include:  100 own delivery vans for urgent, intra-city deliveries  Network of 200 transportation partners  Online order tracking for B2C and B2B deliveries  Delivery and return handling  COD handling|7|
  8. 8. Financial Payment Value Chain OUR PARTNER Customer  Multilingual 24/7 customer service Service  Use of state-of-the-art CRM technology  Data warehousing to support profiling Collections  Automated invoice generation and cash application  In-depth knowledge of B2B and B2C collections  Optimised processes guarantee reduced DSO & write-offs A/R and A/P  Full maintenance of all customer accounts and ledger bookings Management  Client-specific exception handling procedures  Extensive financial reporting OUR CUSTOMER Payment  Multicurrency Handling No.1 global Processing  Support of all international and local payment methods cosmetic group  Cash management with end-to-end reconciliation No.1 global  Easy configurable rating solution search engine Billing, Rating & Invoicing  Client-specific billing parameters  Extensive third party partner management capabilities  Customer master and payment data validation & scoring Risk  Duplicate detection No.1 global software Management company  Credit limit handling by customer type|8|
  9. 9. Customer Service Service Content Inbound Outbound Email Complaint Handling  Product related  Products inquiry  Out of stock info.  Answer customer’s  Product related question  Service related  Promotion inquiry  Delivery failed  Service related  Remind order status  Website related  How to purchase  Return confirm  Website related  Order status  Order confirm  Remind payment & refund status  Delivery & payment  Call back  Service after sales  Customer survey Email China India Singapore  Seats: 2000+  IB Calls: 2+ mil p.a.  Seats: 200+  Consumer Data: 70+ mil p.a.  OB Calls: 500K+ p.a.  IB Calls: 150K+ p.a.  IB Calls: 12+ mil p.a.  Email: 750K+ p.a.  OB Calls: 24K+ p.a.  OB Calls: 8+ mil p.a.  Chat: 75K+ p.a.  Email: 1+ million p.a.  Email: 0.5+ mil p.a.|9|
  10. 10. Online Marketing Solutions and Assets iClick Mogujie Rayli Business Value Busniess Value Business Value - The leading demand side optimization - Interactive: Social shopping means - The largest vertical online portal for platform in Asia two-way communication; Focus on female in APAC consumer’s direct feedback - Over 800 advertisers from SMEs to - Over 8 million visit per day, over 1.5 Fortune 100 companies - Conversion: Different to SNS, mogujie million registed members has the highest conversion rate for - Optimize over US$50M online ad online retail. (6-10%); - Key business scope: online ad; spend through our proprietary mobile value-added service; e- technology - Accurate: Largest young female Magzine consumer database in China. Can be - Real-time data integration with major accurately touched via their behaviors. publishers in the region Bertelsmann Portfolio Companies| 10 |
  11. 11. Selected Client Reference arvato e-Commerce Clients Coverage Cosmetic, Fashion, Luxury, Retail, FMCG| 11 |
  12. 12. How e-Commerce is viewed: A Multi-Channel Retail Strategy Suppliers Data Fulfillment Back-end system Legacy systems Resellers / Dealers POS Distributors B2B / Partners Retailers Kiosk Web B2B sites Customer procurement / systems Tele, mobile| 12 |
  13. 13. What Are the Strategic Challenges  Marketing Strategy & Process Alignment  Retail Process Migration & Optimization  Operation Process Change & Integration  A Strategy & Organization Transition| 13 |
  14. 14. Latest Trends
  15. 15. Barcode/QR Code For Order Replenishment Features 1. Supports IPhone、IPad、Android 2. Recognizes barcode, QR Code. 3. Smart recommendation of relevant products 4. Payment solution: Alipay, arvato PaymentWizard 5. Interface with backend Arvato Order Management System (AOMS) 6. Optionally Interface with CRM system 7. Optionally integrated with other modules (LBS,SNS, MultiMedia etc.) Hide Navigation Bar Place Order Customer Service Relevant Product| 15 |
  16. 16. QR Code For Order Placement Metro Station catalog Product Details Order Details Order Status Update Inventory Update (Optional) Order Placement Notes 1. QR code can be placed on outdoor media such as billboard, exterior wall, store window Arvato Order Management System 2. QR code can be place on magazine, (AOMS) catalog, newspaper, DM, etc.| 16 |
  17. 17. CUSTOMER17 | Name | Company | Customer | March 26, 2012 LOGO
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