The document summarizes a conference on e-commerce logistics challenges in Russia. It discusses how efficient logistics is important for e-commerce success. It then outlines some of the realities and challenges of logistics in Russia, including metrics on delivery rates and costs. Specific strategies are presented for reducing non-pickup rates, such as live customer calls to understand reasons for not picking up orders and improving return convenience. Contact information is provided for follow up.

1. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE
MOSCOW, JUNE 4-5, 2015
The challenges of Russian logistic

2. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 2
successful e-commerce business depends on
logistic efficiency
e-commerce success

3. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 3
Reality of Russian Logistic

4. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 4
Challenges for Russian Logistic

5. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 5
Hermes-DPD KPI for delivery process

6. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 6
Service Compass Hermes-DPD
Transparent and trusty report on monthly bases
for all clients

7. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 7
Service Compass Hermes-DPD
Business
year 2012/13
Shipment
(actual)
RS total Delivery rate
March 2012 1 063 017 12 171 98,86%
April 2012 846 158 13 149 98,45%
Delivery rate
Delivery Price (Germany)
Standard Delivery 2, 85 – 3 €
Express delivery + 2, 50 Euro €
COD +4,60 Euro €

8. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 8
Non-picked rate reduction
Region March 2015
Reduction against
March 2014
Moscow 13,1% 2,6%
Saint-Petersburg 13,8% 3,2%
Krasnodar 13,1% 4,0%

9. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 9
Non-picked rate: tools for reduction

10. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 10
Live call*
• 85% picked up their parcels
• 15% off surveyed who answered “I’ll not pick up my item” will
not collect order cast doubt on the simple way to return goods
Non-picked rate can be reduced due to convenient
service of goods returns
*6829 end-customers of a big client in fashion segment
Challenges:
Results:
• Research during the call
• Finding out the action points to improve quality
• Providing research result for clients

11. EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 11
HERMES-DPD
Sales Director
Joseph Saary
mobile: +7 915 031 90 73
E-mail: Joseph.Saary@hermes-dpd.ru
Contact information