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MAILBOX PLUS INTEGRATED RETURN MANAGEMENT
- 1. MAILBOX PLUS INTEGRATED RETURN MANAGEMENT
- 2. USE CASE - ASENDIA
- 3. Seite 3 MAILBOX PLUS FROM ORDER TO FINAL DELIVERY WITHIN 48 HOURS Swiss eShopper orders online Webshop commisions order and labels parcel Customs clearance Customs & Labeldata Transportation organised by webshop or Asendia EU Injection point directly at the Swiss border Mail Parcel Data Goods Swiss eShopper Vernetze Dich mit mir auf Linkedin: @Mustermann Hans
- 4. Page 4 This is how your goods come back to you Comfortable, fast and efficient You or we will transport the goods to your warehouse quickly or via courier - we will also take care of the customs clearance His returns come to one of our Swiss return centers - there: we process the returns according to your wishes with our dynamic returns platform Sending daily reports Consolidate the goods to minimize your return transport costs per piece If reasonable and possible, we still demand back the import duties You get the goods delivered to your warehouse Your Swiss customer can easily get rid of his shipment in one of 4500 Drop Off Points Alternatively, he can have the shipment collected
- 5. Page 5 Everything from one source Data is king - Good for you - Good for the customer Everything from one source Customs clearance Handling Customs clearance & recovery Return Management Delivery (Swiss Post) Return dispatch Consultation Return transport
- 6. SALES PITCH – ONBOARDING PROCESS
- 7. Onboarding Process Asendia – Today
- 8. Seite 8 >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser Onboarding Process Asendia – Future
- 9. Page 9 Important characteristics of logistics and customer values / expectations Customer onboarding process is the first touchpoint / impression the customer gets of Asendia’s processes / internal structure. As our logistics services & products are basically just ‘processes’ it is crucial to impress the customer at this point in order to boost the successful customer onboardings (conversion rate)! High costs per parcel low automation! User experience – lost goods, complex processes, etc. Time of arrival – eshopper’s want to receive the ordered goods asap! Time of refunding – eshopper’s want to be refunded asap! Goods are blocked at customs / border compliance & data quality Customer (eshopper) feedback / customer complaints directly influences webshop sales These challenges lead to the following customer expectations: Speed / Automation – Fast processes, fast delivery time (48 hours within EU – order to door), fast refunding notification (24 hours after returning goods), fast process time per parcel (means lower costs) Reliability – Logistic solution that is compliant with laws, regulatories & customs; no lost goods; good data quality; correct refunding information Easy – good tracking of goods, easy processes for webshop, easy processes for eshopper – leads to good customer feedback
- 10. Page 10 How can a customer entrust you with a very complex logistics solution if… there is no automation in your onboarding process! >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser
- 11. Page 11 That is why we need to improve the process by… automating essential parts! >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser
- 12. Page 12 How can a customer entrust you with a very complex logistics solution if… the onboarding process is very slow / has long waiting times! >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser
- 13. Page 13 That is why we need to improve the process by… having less manual / human tasks – more automated tasks! >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser
- 14. Page 14 How can a customer entrust you with a very complex logistics solution if… schedule a meeting with a sales agent can take up to 3 phone calls! >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser
- 15. Page 15 That is why we need to improve the process by… implementing a service that let’s the customer schedule a meeting in the sales agents calendar! Easy, fast and automated! >>Ändern der Fusszeile: Im Reiter «Post-Menü» den Befehl «Kopf- und Fusszeile» wählen. Firma | Datum | V1.00 | vertraulich/intern/öffentlich | Thema der Präsentation | Verfasser
- 16. That is just the tip of the iceberg that would be improved by redesigning the onboarding process.
- 17. That is why we need to redesign the onboarding process as suggested. So that we move from scaring off customers with a slow, complex, no-automated and uneasy process to a fully integrated, digitized, easy, fast and reliable process that will immedeately impress customers and thus build trust towards Asendia.
- 18. Mario & Phillip will now demonstrate you the enhanced onboarding process. Now that we sold you the new onboarding process lets see how it performs!
Editor's Notes
- Mailbox Plus Management Summary Mailbox Plus is an innovative logistics product for export to Switzerland. Mailbox Plus was developed by Swiss Post especially for cross-border e-commerce. The aim was to offer the retailer an ALL IN ONE SOLUTION - that is: Pick up Export customs clearance (Germany/Austria) Import customs clearance (Switzerland) Delivery (Switzerland) First mile for returns Local Swiss returns management Returns reporting Consolidation of returns Export customs clearance/re-customs clearance (Switzerland) Return transport to the merchant warehouse Import customs clearance (Germany) IT Integration With an API interface, the retailer can obtain all label and tracking data and at the same time transmit the customs clearance data required for Switzerland to Asendia. The data transmitted in this way also forms the basis for returns management. Important: Various components of this export kit are available in different versions, so that a flexible adaptation to customer requirements is possible. See also slide 10
- Mailbox Plus uses the infrastructure of Swiss Post. This means that 4500 pick-up points are available to your customers throughout Switzerland - even on the Matterhorn ;-) (is there a spectacular branch?). Alternatively, you can also have your shipments picked up. We provide you with our GAS - the returns product of Swiss Post. It is used by almost 100% of online retailers due to the available network and reliability You can physically attach this to your shipment You can make this available via retrieval on your returns portal Swiss Post will transport your returns to our returns centre (Geneva or Zurich) In our returns centre we carry out returns management that is individually adapted to your needs (see slide 8) We consolidate your goods (you tell us how long and how much) We make your goods ready for shipment, prepare the Swiss export customs clearance and ship your goods to your warehouse. We ship smaller quantities by courier in oversized cartons or larger quantities on pallets. For expedited volumes it pays off if your import volumes come to Switzerland with Asendia. This way you can use your import forwarding agency for the return transport of your returns.