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Engage 2018 - Patricia Devlaeminck - Engagement in a Sales driven culture

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Patricia Devlaeminck - VidaXL @ Engage 2018

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Engage 2018 - Patricia Devlaeminck - Engagement in a Sales driven culture

  1. 1. Engagement in a Sales driven culture
  2. 2. No borders 17 maart 2016 • Het vidaXL verhaal • ‘Sell everywhere’ strategie • Ratings cruciaal voor verdere groei • Integrale aanpak Agenda
  3. 3. No borders 17 maart 2016 Oneindig enthousiame voor Customer Service en Customer Experience Altijd op zoek naar het punt, waar klant- en medewerkerenthousiasme gecombineerd worden met kostenefficiency +25 jaar ervaring in Customer Service +10 ervaring in Customer Experience Altijd op zoek naar kansen Over mij
  4. 4. Het vidaXL verhaal
  5. 5. Wie is vidaXL? 1400 collega’s wereldwijd 13 kantoren 5 warehouses 23,000 vidaXL merk- producten Ca. 100,000 orders per week 25,000 pakketten verzonden per dag vanuit Venlo 200 nieuwe producten iedere week 20 inkoop landen 24 trucks & 100 trailers 50 miljoen Bezoekers in 2017 31 webshops in 29 landen We verkopen op +300 platforms 139,000m2 DC wereldwijd op 5 locaties
  6. 6. Missie en visie Our goal is to become the global leader in slow moving consumer goods Our mission is to make daily life more affordable
  7. 7. Ons concept Think Global • International spirit • In-house team represented by many different nationalities Act Local • Feeling of a place where the world is coming together • People bring international spirit to life
  8. 8. 2009: NL, BE, UK, IT en PL 2008: FR 2007: DE The vidaXL journey
  9. 9. 2009: NL, BE, UK, IT en PL 2008: FR 2007: DE 2009: vidaXL linehaul The vidaXL journey
  10. 10. (Australia) 2009: NL, BE, UK, IT en PL 2008: FR 2007: DE 2009: vidaXL linehaul 2013: Launch of the home brand 2014: AU, ES, CH, AT 2015: 16 countries The vidaXL journey
  11. 11. (Australia) 2009: NL, BE, UK, IT and PL 2008: FR 2007: DE 2009: vidaXL linehaul 2013: Launch of the home brand 2014: AU, ES, CH, AT 2015: 16 countries 2016: USA The vidaXL journey
  12. 12. 2009: NL, BE, UK, IT and PL 2008: FR 2007: DE 2009: vidaXL linehaul 2013: Launch of the home brand 2014: AU, ES, CH, AT 2015: 16 countries 2016: USA 2017: vidaXL Marketplace The vidaXL journey
  13. 13. 2009: NL, BE, UK, IT and PL 2008: FR 2007: DE 2009: vidaXL linehaul 2013: Launch of the home brand 2014: AU, ES, CH, AT 2015: 16 countries 2016: USA 2017: vidaXL Marketplace 2017: Logistics by vidaXL The vidaXL journey
  14. 14. 2009: NL, BE, UK, IT and PL 2008: FR 2007: DE 2009: vidaXL linehaul 2013: Launch of the home brand 2014: AU, ES, CH, AT 2015: 16 countries 2016: USA 2017: vidaXL Marketplace 2017: Logistics by vidaXL 2017: 100.000 m2 own DC The vidaXL journey
  15. 15. 2009: NL, BE, UK, IT and PL 2008: FR 2007: DE 2009: vidaXL linehaul 2013: Launch of the home brand 2014: AU, ES, CH, AT 2015: 16 countries 2016: USA 2017: vidaXL Marketplace 2017: Logistics by vidaXL 2017: 100.000 m2 own DC 2017: Dropshipment by vidaXL The vidaXL journey
  16. 16. The vidaXL journey - 2018
  17. 17. video
  18. 18. ’Sell everywhere’ strategie
  19. 19. ‘Sell everywhere’ strategie
  20. 20. ‘Sell everywhere’ strategie • Launched in 2017 • > 400 registrations • Live Feb 2018 • > 2000 registrations as of today • Dropshipment major sales driver 2018 • ~ € 60M expectation 2019 dropshipping.vidaxl.com Dropshipment
  21. 21. No borders 17 maart 2016 Ratings cruciaal
  22. 22. No borders 17 maart 2016 Amazon eBay Ratings crucial voor verdere groei Manomano
  23. 23. No borders 17 maart 2016 Focus op terugkerende klanten
  24. 24. No borders 17 maart 2016 Engagement op sales verhogende punten
  25. 25. No borders 17 maart 2016 Integrale aanpak
  26. 26. No borders 17 maart 2016 Integrale aanpak Straight through processing, chatbot en real time translations Reduceren contactmomenten mbv WSS en My Account > scalable Verbeteren ratings (seller, product, online sentiment)1 2 3 4 5 EWM: replenishing, picking en labeling vergaand geautomatiseerd > scalable Product en kwaliteit
  27. 27. CUSTOMER ENGAGEMENT CUSTOMER JOURNEY CUSTOMER SATISFACTION
  28. 28. Alle Kanalen - Een Platform Store/ Branch Direct to Expert Back Office Contact CenterMarketingMobileWebsiteVoice IVR Social
  29. 29. Managed Customer Engagement Lifecycle Contact Center SalesVoice IVR Website Mobile App Store/Branch Back OfficeMarketingSocial
  30. 30. KNOWLEDGE CENTER sip smtp xml http pop SIP E-MAIL SIP SERVER IXN SERVER CHAT WEB API GMS CHAT SERVER ROUTING WDE AUDIOCODES MS EXCHANGE WEBSITE WIDGETS QLICKVIEWORDER PORTAL INFOMART PLATFORM AGENT SUPERVISOR INBOUND VOICE EMAIL EBAY CHAT SELF SERVICE WFM KLANT BOT GW / APP AUTOMATION PLATFORM
  31. 31. Thank you

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