More Related Content Similar to Commercio digitale e la nuova rivoluzione industriale e la supply chain (17) More from Jean-Francois Mathieu (8) Commercio digitale e la nuova rivoluzione industriale e la supply chain2. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Lo studio Industrial Buying Dynamics condotto in Europa offre una
prospettiva unica sui comportamenti, sulle preferenze e sulle
percezioni degli acquirenti industriali
2
Ricerca online condotta
da Kantar TNS
UPS non è stata
identificata come
sponsor della ricerca
Interviste condotte su
acquirenti dei 6 principali
paesi industriali:
Francia, Italia, Germania,
Regno Unito, Stati Uniti, Cina
2.500 intervistati in tutto
il mondo
Europa: 800
USA: 1500
Cina: 200
3. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.UPS Roundtable 3
Il ruolo dell’e-commerce
La rivoluzione nel mercato: l’ascesa del DfM e dei
marketplace online
Opportunità di differenziazione per i fornitori
Agenda
5. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Una gran parte dei clienti industriali in tutti i paesi effettua acquisti
on-line
5
86% 84% 91% 87% 83% 88% 97%
Ha effettuato acquisti attraverso siti web o app
6. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Gli acquirenti europei acquistano principalmente all’interno del
proprio paese o da altri paesi europei
6
Provenienza delle merci in Europa
All’interno del paese Da paesi esteri
33%
5%
3%
2%
2%
7%
3%
3%
2%
6%Altro
7. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
49% 49%
44% 44%
60%
52%
43%
41%
39% 38% 40%
47% 47%
37%
Europa Francia Italia Germania Regno Unito USA Cina
Coloro che effettuano acquisti con metodi “digitali” spendono una
gran parte del loro budget online
7
2017
2015
Percentuale della spesa per acquisti industriali effettuata
con metodi digitali
9. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
21%
21%
23%
22%
20%
24%
30%
36%
35%
29%
35%
40%
45%
35%
44%
44%
48%
44%
40%
31%
35%
I distributori sono sotto crescente pressione sia da parte dei produttori
che dei marketplace online
9
Sia Cina che Stati Uniti
tendono ad adottare le
tecnologie prima degli
altri paesi
Percentuale di spesa per tipo di fornitore e paese
PRODUTTORE
DISTRIBUTORE
MARKETPLACE ONLINE
10. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
33%
34%
64%
27%
28%
67%
57%
64%
80%
57%
66%
83%
L’acquisto diretto dai produttori e dai marketplace online
probabilmente aumenterà
10
PRODUTTORE
Non uso attualmente ma
intendo cominciare a usare
Sto già usando e userò sempre più
MARKETPLACE
ONLINE
Probabile comportamento di acquisto futuro
% Molto/Estremamente probabile
11. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
I clienti sono generalmente soddisfatti dei fornitori attuali, anche se
produttori e marketplace online offrono un’esperienza superiore
11
+/- Puntoercentage point difference from Distributors
Estremamente soddisfatto del fornitore attuale
+2
+9
+10
+5
+11
+9
PRODUTTOREDISTRIBUTORE MARKETPLACE ONLINE
-4 -5
-3 +6
+4 +14
+2 -2
22%
10%
13%
30%
33%
33%
24%
12. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Le due aree di differenziazione identificate
12
Capacità digitali Più servizi
13. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Gli acquirenti vogliono essere tranquilli che il loro ordine sia
protetto da una garanzia di prodotto oppure da un'assicurazione
13
57%
46%
49%
% Molto/Estremamente probabile
50%
48%
77%
Soddisfazione per l’offerta assicurativa dei
fornitori attuali
Propensione a cambiare fornitori
per assicurazione sugli acquisti
% Molto/Estremamente
soddisfatto
PRODUTTORE
DISTRIBUTORE
MARKETPLACE ONLINE
14. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Resi
Più importante per:
OEM e parti MRO
Manutenzione in loco
Riparazioni in loco
Smaltimento
Più importante per:
Beni di consumo/Materie
prime
Riciclo
Più importante per:
Attrezzature e OEM
Training
Manutenzione non in loco
Oltre ai resi, le aspettative di servizio post-vendita includono
manutenzione in loco e servizi di riparazione in gran parte dei paesi
Si aspetta con certezza/probabilità che il fornitore offra il servizio – per paese
14
Bandiera presente per ogni paese con un valore uguale o superiore al
70%
15. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
• Maggiore customer
satisfaction
• Ottimizzazione dei flussi
dei tecnici sul campo
• Abbattimento dei costi
Risultato:
• Accentramento del
magazzino
• Integrazioni tra fornitore
e cliente
• Servizi di spedizione con
orario definito
• Uso di sedi UPS Access
Point come fermo
deposito
Punti sviluppati:
• Supply chain inefficiente
• Customer satisfaction
bassa
• Elevati costi di
mantenimento
Pain points:
15
Problema:
Sfide legate alla gestione dei servizi post sales in Europa.
Lunghi tempi di risposta, servizio al di sotto delle aspettative
degli acquirenti, costi elevati
Case study: UPS & Sealed Air
16. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved.
Perchè usare le sedi UPS Access Points
16
Cliente A
Cliente B
Magazzino
Cliente C
Cliente A Cliente B
Cliente CCliente D
Flusso senza sedi UPS Access Point
Cliente C
Riparazione aggiuntiva
Flusso con sedi UPS Access Point
17. Proprietary and Confidential: This presentation may not be used or disclosed to other than employees or customers, unless expressly authorized by UPS.
© 2017 United Parcel Service of America, Inc. UPS, the UPS brandmark, the color brown and photos are trademarks of United Parcel Service of America, Inc. All rights reserved. 17
Grazie
Editor's Notes Unique study in its focus on industrial buying and its scope across markets
Results today will focus on Europe along with the US and China as comparative markets
Mexico was also included in the study though not included in this presentation Q26. Which methods do you use to purchase industrial supplies/products?
No doubt of t he prevalence of online/digital in industrial buying
Note China with almost all customers buying online
Uk and France slighltly behind the EU average of 86%
Q040. From where do you source [hprodgrps]? Share is among those that used that method for purchase
2015: Approximately what percent of your annual industrial supplies budget is spent through suppliers' websites?
2017: Q28. Across all vendors and products, what percent of your purchases are made through the following methods?
Significant increase across EU with almost half of spend coming from digital
Driven from a substantial increase in the UK as well as France
More modest increases in Italy and Germany as well as US
Probe audience for reasons behind these shifts
Q20: What percent of your total purchases of industrial supplies/products, in a year, are with the following types of suppliers?
Q43. In the next 3-5 years, how likely are you to...? (Top-2-Box score)
Clear movement toward purchase from DFM and EM
Most significant shifts overall happening in Chain with a real expectation of a shift from distributors Q24. How satisfied are you with your experience with [PRIMVEND]? (Top-Box Score)
Overall gap across markets
Largest gaps in France and Ital ask Why?
Less of a gap in Germany…why?
Substantial importance of emarketplace sat for US Q44. In the next 3-5 years, how likely are you to shift business to a new supplier due to...?
Q25. How would you rate your [PRIMVEND] on the following attributes?
Despite the overall trend/movement to online that does not mean that buyers don’t expect services/protection
Room to grow in satisfaction with insurance
Perhaps surprisingly emarketplaces actually outpace mfg and dist in insurance sat
Industrial customers expectations of post-sales services are high across all countries, and have increased in Europe
Following from previous slide…the desire for complete service including post-sales is a critical need that has only increased since 2015
Near ubiquity in desire of Chinese and Italian buyers
Large increase in UK
Q48. Would you expect your industrial supplier to provide the following post-sales services? (Top-2-box)
Grazie alle integrazioni, il cliente ha avuto un risparmio derivante da:
Riduzione delle infrastrutture (da 19 magazzini a 1500 Access Point)
Costi operativi (significativa riduzione del tempo per gli spostamenti per gli ingegneri)
Magazzino con un’unica infrastruttura gestita direttamente da UPS