2. A brief intro…
EziBuy is an omni-channel retailer of
fashion and home décor.
• 3m orders processed per annum
• 1000 staff
• Next day delivery NZ/2 day AU
• Sells to 35-55 year old females
• Use catalogues (4bn pages) to drive sales

3. A brief intro…
Direct selling has been at the core for EziBuy
even from humble retail beginnings…

4. Evolution of EziBuy
Retail
Catalogue
Multi Channel
Omni Channel

5. So what drives success…

6. Customer Base
• Retention
The most important customer metric
Most profitable component of the base
• Acquisition
Cost per lead/acquisition and conversion
rates by channel and media type
3 orders to consider customer active
• Reactivation
Cost effective marketing in your own base

7. Customer Base
Promotional Outcomes
Channel preference
Monetary cluster
Markdown product
Product & brand affiliation
The Metrics (RFM)
Frequency of purchase
Time since last order
Average order value
Annual customer spend
Average selling price
Items per sale
Check out www.multichannelmerchant.com

8. Technology
Retail Systems Insights and Reporting Systems
Finance Systems
Marketing Systems
Call Centre Systems
Payment Systems
Human Resource
Systems
E-Commerce Systems
Merchandising
Systems
Supply Chain
Systems
Warehouse Management Systems
Retail MiddlewareEnabler
SAP
SAP IDOCS
Deskbank
DPS
SCC
SSAIP
Warehouse
Management
System
Maxshop Website
BSM
One Form
Wonder
Enabler Customer
Change Gateway
Enabler
Back Office
HOSFile Spilter
Enabler Portal
Enabler POS
PAF
Returns
Plato
Smartmail
Enable Customer
Balance Import
SAP BW
Stocktake
Mediation Application
Right Address
Customer Attributes
Max Web Gateway
Price
Planning
Tool
SAP Pi
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Enabler Services
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EziBuy Website
FredHopper
Web Extractor
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Data Liberator
Microstrategy
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Paypal
Giftcard
Bank Systems
Westpac Banking
Systems
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GoDataFeed
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Payglobal
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SAP Order
Furfillment
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CCE
Avaya Phone
System
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WEP CRM
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Responsyscommunicates with
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SAP Master Data
WEP
Services
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Payment Gateway
Sweetdeals Staff
Portal
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DC Printing
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Pick Director
Route Director
IDS Live Chat
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IP Phones
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EziBuy Product
Current Prices
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EziBuy Web
Gateway
Design Master
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SAP
BAPI
Manifest
Forte
EziBuy APINext Systems
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Notifications
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SAP Financials
SAP Retail
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People Counters
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9. Technology
• E-com is technology – get used to spending
money on this stuff
• There is no one stop enterprise solution -
balance development vs off the shelf
• Be clear on the objectives of systems and
ensure speed to market is not compromised
• Omni-channel customers won’t tolerate a lack
of CRM

10. Supply Chain
• Faster and cheaper convenience is our motto
• Speed of delivery is being seen as a local way
to combat international players
• Free delivery remains a global challenge

11. Returns
• Best practice is simplicity for customer
• Speed of service is key
• Customers who don’t return have a higher risk
of churn

12. Customer Service
• Culture of service
We never let the customer down
• Proactive and upfront issue management
• Direct contact increases engagement

13. Product
• Proprietary Brands provide the base
• International brands supported via Dropship

14. Insights
• We have a team of 5 analysts focused on
delivering decision support from the data
• Drives decisions across the whole business
• Current focus is to optimise the catalogue cost
to sales ratio

15. Key Outtakes
• Speed of execution
• Total customer focus
• Culture of service
• People

16. And finally…
Shop online and
use the promo code DHL
receive free delivery (expires midnight)