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Commercio digitale e la nuova rivoluzione industriale e la supply chain
Il documento analizza l'impatto del commercio digitale sulla supply chain e le dinamiche di acquisto industriale in Europa e in altri paesi. I risultati mostrano una crescente adozione di metodi di acquisto online da parte degli acquirenti, con un aumento della spesa digitale e la pressione sui distributori. Le aspettative di servizio post-vendita, come la garanzia del prodotto e i servizi di riparazione, sono fondamentali per la soddisfazione del cliente.
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Commercio digitale e la nuova rivoluzione industriale e la supply chain
- 1. Arese, 19 ottobre 2017 Commerciodigitale: la nuova rivoluzione industriale e la supply chain
- 2. 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
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- 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
- 8. La rivoluzione nel mercato: l’ascesadel DfM e dei marketplace online 8
- 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
- #3 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
- #6 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%
- #7 Q040. From where do you source [hprodgrps]?
- #8 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
- #10 Q20: What percent of your total purchases of industrial supplies/products, in a year, are with the following types of suppliers?
- #11 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
- #12 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
- #14 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
- #15 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)
- #17 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