Ivan and his family have purchased items from OZON Holdings, Russia's largest e-commerce group, in the past year. OZON operates various e-commerce sites including OZON.ru, SAPATO.ru, and OZON.travel. To deliver 250,000 orders per month, OZON must list over 2 million products, employ 1,500 professionals, and operate call/email centers. They also maintain a full logistics infrastructure including warehouses, hubs, and pick-up points. Despite the challenges, OZON has been able to achieve strong sales results.

1. OZON Holdings
The largest e-commerce
group in Russia

2. Meet Ivan and his family
wife
son
Ivan
mother
cat
daughter

3. They've bought a few things from us in the last year…
OZON.ru
SAPATO.ru
OZON.travel

4. Simple, isn’t it?
Order placed
online
Order paid
online
Order picked
and packed
Order given to
delivery
company
Order delivered
to home
4

5. Simple, isn’t it? Ivan's wife wants to be
called to confirm the order
Ivan’s mother prefers to has been placed
call us Order placed
online … and usually she wants to
be called again to confirm a
delivery time
But Ivan prefers to pay
cash on delivery…
Order paid … and his daughter
online through Yandex.Money
or Qiwi
The suppliers make regular mistakes in
the Excel spreadsheets most of them
use to manage their inventory. Order picked … or never…
Delivery time varies from a few days to
a few weeks… and packed
No one delivery
Order given to company covers the
whole of Russia so we
delivery had to create our own
company
Snow on the road
though can delay the
Ivan doesn't like people delivering
to his home so he prefers to collect delivery truck by 48
hours
his order from one of OZON's pick-
up points
Order delivered
to home Therefore the courier needs to call in
His wife though doesn't mind, but advance to make sure that Ivan's wife
she expects the courier to wait is home
while she inspects the order before
deciding whether to pay or return it 5

6. So to deliver 250K orders/month, we need to:
• List 2.2 million products
• Employ 1500 professionals in e-commerce
• Operate 3 call centers and 1 email center, working 24/7
• 140K inbound and outbound calls
• 45K emails
• 7% of orders made by phone
• Offer 21 methods of payment
• though COD is still 80% orders
• Deal with at least 10% of goods received from suppliers
later than agreed
6

7. Oh and also….

8. … a full logistics infrastructure
• 28.000 m2 central warehouse
• 5 hubs
• 2200 pick-up points across Russia and Kazakhstan
• 16 different methods of delivery
• 250 delivery men alone in Moscow and St.Peterburg

9. Despite (or thanks to?…) all of that, we have been able to achieve
the following results

10. Spasibo!

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12. - w . a-o f ec. m
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- w .cb o. m/O H o f ec
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