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Multi channel achteraf betalen heeft de toekomst after pay


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Multi channel achteraf betalen heeft de toekomst after pay

  1. 1. Online Betaal Congres 2014 René Wietsma 5 maart 2014 5 maart 2014 Omnichannel ‘pay after delivery’ account models
  2. 2. A short introduction  Name: René Wietsma  Role: Manager Business and Internet Development Manager  Company: AfterPay  Education: IT 2
  3. 3. Today’s Topic ‘pay after delivery’ account models are an important part of the future omnichannel payment landscape 3
  4. 4. Table of contents     Development in the E-commerce market Developments in the online payment landscape Pay after delivery Future omnichannel pay after delivery account models 4
  5. 5. 5 maart 2014 Developments in the Ecommerce market 5 maart 2014 5
  6. 6. Dutch e-commerce market place Bron: (2014) 6
  7. 7. The ‘traditional’ shopping process Pre-Purchase Purchase Post-Purchase • • • • Social interaction Product discovery Marketing and sale offers Price and availability checking • Fixed set of payment options for online or in-store • Standard checkout • Delivery • Customer service • Loyalty However, the process has completely changed… 7 7
  8. 8. The number of channels is exploding each with it’s own strengths…..and weaknesses Intermediaries Outlets Sales Smartphone apps Tablets apps Callcenter Instore TV Video chat Internet TV Kiosk Shop in a shop Telesales Agents eMail campaign Webshop Online marketplace Indirect Web auction Door to door flyers Catalogues Magazines Direct Digital Physical Brand store Franchiser Dealer Compare sites Online agent twitter Affiliate sites 8
  9. 9. Technology is dramatically changing the shopping process and experience 9 9
  10. 10. The new consumer uses a non-linear path 10 10
  11. 11. Retailers move from multichannel to omnichannel to offer their customers a seamless shopping experience Single Channel The Past Multi-Channel Cross-Channel The Reality The Work in Progress Omni-Channel The Ambition Experience Single touch point Channels act alone, customer experience differences Channels strengthen each other Experience is aligned across all channels Proposition Aligned Different assortment, prices services New services: C&C, in-store home delivery, etc. Unified brand, high service, extensive assortment Focus - Learn Grow Make profitable Organization One organization Separate eCommerce department eCommerce department becomes part organization Integrated channel management for communication & commerce Technology One platform Systems are silo’s Logistics, assortment & CRM (the basics) are integrated Shared platform all channels from web, to mobile to cash register 11 Bron: Qhuba 11
  12. 12. Changing eCommerce landscape starts ‘the changing face of payments’ 5 maart 2014 12
  13. 13. Rapid retail and payment changes! Rapidly changing consumer behavior, more online via smartphone than PC. A challenge for the retailer to grap this huge opportunity. Smartphone creates the synergy of retail channels and selecting, ordering, paying and delivering Consumers look for an easy way of ordering, expect a safe payment environment, and like to be led by personalized targeted offers MasterCard, Amex, Visa, invest in integrated solutions (digital wallets) for mobile, internet, and physical stores eCommerce giants eBay, Amazon, Google and Apple posses strong mobile and e-commerce checkouts and create a lot consumer traffic! Big trend towards a simple checkout process. Battle of the wallet checkouts. Bron: AfterPay/Qhuba 13
  14. 14. d Market drivers Retailer: • Growth of conversion • Sales driven • In search for mobile channel solutions • Supports pay after delivery •Cross channel Financial organizations: Technology: • Mobile-Internet-POS converge • Card brands invest in multi channel checkouts • Integration ordering-delivering, pay after delivery & loyalty (r)evolution electronic ordering and paying • • • • • Recognizability to consumer Limited investments Enable mobile payments Cross border activities Rise of new entrants Consumer: • Always online via smartphone, tablet, laptop, TV • Uses social media • Convenience via mobile is essential • Expects ease-of-use, choice, and security Bron: Qhuba 14
  15. 15. Easy payment is part of the strategy Integration of payment functions in the order process. Sometimes incorporated as virtually invisible in customer experience. Customer recognition (authentication) with face, fingerprints, and/or voice that is linked to registrated features and device recognition is the future. Traditional providers are discovering slowly that the consumer is in charge. They don’t dictate the channels through which consumers pay anymore. New providers create services where payment solutions are fully integrated. Payment is more often based on the (credit)profile of the consumer. Pay after delivery, disconnected from the order process, without the need of PIN, credit card or banking tokens The reach of payment methods stays important. eMaestro becomes competitor of iDEAL and is cross border utilizable. Bron: Qhuba 15
  16. 16. Evolution of the checkout process Pure players like eBay & Google move towards physical retail  Creating access of inventory to commerce platforms  Integration with POS systems and offering mPOS solutions (PayPal)  Reach a large scale of consumers  Search, compare, connect, reward, order, deliver, and pay by smartphone 16
  17. 17. The start of wallets: for example Turkcell Wallet (mobile) Source; Turkcell 17
  18. 18. PayPal, an omnichannel approach        Via mobile to POS Order functionality Acceptation points Coupons Check-in and pay with your face Bill me Later Support fingerprinting (Samsung)  Image Source: PayPal 18
  19. 19. Amazon, developing alternative wallets Amazon Check-out  Available for resellers in the US, Luxembourg, UK, Germany  Largest web retailer of the world  Biggest credit card hub after Apple  An example but also competitor for web retailers  Software perfectly aligned  Customer protection  Familiarity of this service by Dutch consumers? Image sources: 19
  20. 20. Evolution of the checkout process, Visa investing in • Mobile development engine intro Visa one click buy • Serving banks UK, France, Spain • Partnering telco’s Telefonica, Vodafone, Samsung • Investing in technology partners Image sources: Visa 20
  21. 21. Apple developments Interesting facts:  600 million account holders (Oct 2013)  Increase of 500.000 per day (Oct 2013) Image Source: Wall Street Journal (2014) 21
  22. 22. 5 maart 2014 ‘Pay after delivery’ as today 5 maart 2014 22
  23. 23. 30% of the Dutch consumers prefer to use an open invoice or direct debit payment option iDEAL 55% Post Payment Direct debit 24% 6% Creditcard 5% PayPal 5% Other 5% Bron: (2013) 23
  24. 24. Why online consumers want to pay after delivery Safe and reliable First inspect then pay (or return) Payment terms of 14 days after delivery Chross-channel applicable Financial self-management and control 24
  25. 25. How payment after delivery generally works Data validation (digital) invoice Other payment method 25
  26. 26. 5 maart 2014 Pay after delivery accounts in an omnichannel landscape 5 maart 2014 26
  27. 27. Pay after delivery account approaches in other domains 27
  28. 28. Our criteria for a omnichannel pay after delivery account  Buying with open invoice should be a one-click experience regardless the channel of purchase;  The purchase with account needs to be same customer experience in every channel (mPos,Pos, Mobile, Web, TV);  Aggregation of all purchases and returns in one customer account;  One single point of contact for the customer regarding payment related questions;  Direct financial insights and obligations. 28
  29. 29. Direct benefits Customer Merchant  One account for all retail purchases (online, Pos, mobile, offline);  Easy to use and secure ;  Monthly settlements;  Financial self-management;  Reliable storage of personal data.  Seamless integration of every channel through one account;  Offering a preferred payment concept to the customer;  Higher conversion rate;  Micropayments ready;  One click buy experience. 29
  30. 30. Mobile payment after delivery with account Checkout using account Payment confirmation Pay after delivery (through mobile or web) 30
  31. 31. Wherever you go, pay with your Account on your mobile, web and store Consumer’s bank Merchant’s bank 31
  32. 32. Payment with account in front of your television (t-commerce?) 32
  33. 33. AfterPay and future account model Picture left out The first version of the AfterPay account is planned to be released this summer 33
  34. 34. In Summary AfterPay strongly believes in omnichannel ‘pay after delivery’ account models as part of the future payment landscape. Three import reasons: Pay after delivery is preferred by more then 30% of the online shoppers; Pay after delivery accounts enhance the omnichannel developments; Self management and financial control is available for the customer for all the omnichannel retail purchases. 34
  35. 35. Questions? 35