Translation Services 4 Printing Services 5 Address Services 6 Legal Advice Services 7 Logistics Services. Distribution Services

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1 Introduction 2 Partners 3 Translation Services 4 Printing Services 5 Address Services 6 Legal Advice Services 7 Logistics Services Catalogue and Direct Mail 8 Products 9 Distribution Services Catalogue and Direct Mail 10 Products 11 Order Intake Services 12 Processing of Orders 13 Payment Services 14 After Sales Services 15 Joint Information Database 16 Contact network 17

2 This brochure provides information on the support postal operators could offer distance selling companies wishing to enter new markets across Europe. It results from the will to promote vertical integration and cross-border mentoring and has been developed jointly by PostEurop s Customer Relations Working Group and EMOTA. The initiative was taken following a recent study of EMOTA amongst companies to identify barriers these companies perceive when entering new markets. Although the European Single Market functions since 1 January 1993 still many barriers remain, not only because of different languages and consumer behaviours, but also because of different legal and regulatory backgrounds. Distance selling companies identified the need to facilitate market entry with the aid of a reliable partner or consultant. This partner could be the local postal operator. PostEurop and EMOTA have developed two complementary ideas to address this need: An agency concept for full support of the total chain of activities A database of country-specific information relevant for distance selling companies. This brochure presents general ideas for mutual product and service development by the postal operators and the distance selling companies. Ten services and/or products have been identified and detailed. The terms and conditions for the provision of each product/service will be determined after negotiation and approval between the postal operator and the distance selling company. The postal operator can provide the services or act as intermediate or broker. It is hoped that this framework will reduce barriers throughout the European Single Market for both distance selling companies seeking new markets and postal operators seeking new clients. In the brochure, the term agency refers either to the network of postal operators providing their products/services or to the local operator selected by the distance selling company to provide a specific product/service.

3 PostEurop is the Association of European Postal Operators. With 43 Members, PostEurop embraces all the diversity and complexity of the European postal environment. PostEurop Members employ some 2.1 million people worldwide, manage a network of over 200,000 counters which reach out to 800 million customers, and account for 30-40% of the world s mail traffic. In 2005, PostEurop adopted an ambitious strategy to face the rapidly evolving postal environment. This strategy aims at transforming PostEurop into a lead organisation promoting the interests of the European postal industry. It strives to promote and develop a sustainable and competitive postal communications market accessible to all, through increased operational and network quality and greater focus on customer satisfaction. It promotes cooperation and innovation with an emphasis on common needs. EMOTA is the European Distance Selling Trade Association. EMOTA comprises 22 national associations from 21 countries, 18 EU Member countries, as well as Norway, Russia and Switzerland. EMOTA member associations represent more than 2,000 companies with a total turnover of 67.7 billion in Sales are made using a wide range of communication means such as catalogues, mailings and other printed media, telephone, TV, mobile phone, Internet, etc. EMOTA s most important challenge is overcoming barriers to Europe s Single Market such as taxation (VAT), distribution (postal services), and international payment. Equally important is the patchwork of legislation and implementation and interpretation of European Directives by EU Member States. As a result, cross-border transactions represent no more than 4% of total distance selling sales.

4 Product features In order to enable distance selling companies to offer their products in the language of a foreign country, the agency suggests or provides translation services. Postal operators can also provide vertical integration by checking the content and/or appearance of promotional matters, such as catalogues, brochures, mailings etc. in order to prevent conflicts with local customs and/or tradition and consequently give advice for modifications. The agency can provide translation for catalogues, direct mail and other forms of message carriers. The translation can be provided in various forms (print, electronic, vocal) in line with the requirements of the distance selling company. 4

5 5 Product features The agency can provide a wide range of facilities for the printing of catalogues, direct mail, inserts, handouts and other media in cooperation with specialised service providers. The local operator can provide support and expertise in the organisation of printed materials to best target the local market/audiences. For this service the agency will generally act as an intermediate between the printer and the distance selling company. The agency can provide the distance selling company with a selection of reputed printing companies. The agency can provide all necessary services in order to facilitate communication between all parties (translation, forwarding of documents, films and print proofs), within competition laws.

6 Product features In order to enable the company to target their direct mailings and catalogues to the right groups, the agency can provide information on how to get access to address lists from preferred list brokers and/or provide addresses directly. For this service the agency can act as an intermediate between the company and the addresses provider. In that case the agency will provide all necessary services in order to facilitate the communication between the parties (translation, forwarding of documents, data files, etc.) If applicable, the local operator itself could be the provider of addresses. 6

7 7 Product features The agency can make information on legal issues and legal specialists available in order to assist the distance selling company in optimising its entry onto the local market, taking into account legislation affecting both distance selling and direct mailing. The domestic operator selected by the distance selling company can provide information on legal advice in one or more of the following fields: Data protection Security legislation for transport/delivery of goods Customs Tax and fiscality, etc. The legal advice services should be able to respond to queries on international, EU and/or domestic legislation, depending on the situation and projects of the distance selling company.

8 Catalogues and Direct Mail Product features For production of catalogues and direct mail the agency can provide a complete range of transport and distribution services for shipping materials and/or components to and from locations of advertising agencies, copy writers, designers, printers and mailing houses, etc. Since transport and distribution services are core businesses of the postal enterprises, these services can be provided in co-operation with the postal operator. 8

9 9 Products Product features The agency can provide logistics services that enable the company to transport and handle its mail/parcels to the agency facility. These services might include: Pickup from any location within Europe; Consolidation at a transport hub, Transport by road, air or courier service to the agency Bonded warehouse (for instance at the International Exchange Office of the domestic operator) Picking, packing, localising, labelling, dispatching etc. Customs clearance (for instance at the International Exchange Office of the domestic operator) The agency can adapt to circumstances in order to find the best solutions for reaching the target groups of the company, handling the orders and fully managing the logistic chain applicable.

10 Catalogues and Direct Mail Product features In order to enable the company to send out their direct mailings and catalogues to the target groups, the agency can provide transportation and distribution services in a number of ways: From the home country of the distance selling company to the addressees in the foreign country using the international mail services provided by the operator of the home country (when printed there) Mailed locally via the domestic services of the operator (e.g. when printed on site) Special cross-border agreements with public postal operators and private distributors (when printed anywhere abroad) Depending on the circumstances the agency will find the best solutions for reaching the target groups of the distance selling company, acting as a broker between the parties involved. 10

11 11 Products Product features In order to enable the company to get their products being delivered to the final customer, the agency can provide distribution services from its premises to the addressees in a number of ways: Delivery to a post office for home delivery Delivery to an appointed post office for collection by the addressee Delivery via the domestic EMS service of the postal operator Delivery via other courier services or private distributors The agency can manage the last part of the fulfilment process by choosing the best solutions for handing over the mail/parcels to the addressee.

12 Product features In order to enable the company to receive orders from customers in the foreign country the agency can provide the order capturing services via telephone, call centre, , Internet, mail, and counters. Telephone, call centre: Telephone operators receive telephone calls from customers. They will be familiar with the various product characteristics and sales strategies of the company concerned. The operators can check the necessary personal details of the customers, inform them about the goods availability, enter the order into the order capturing system to be forwarded to an appropriate place for further processing. If required, the telephone operators can stimulate purchasing additional goods from the assortment (cross-selling). the local operator makes available a dedicated address for receiving orders. The data can be entered into the order capturing system and forwarded for further processing. Internet: the local operator provides order intake via dedicated websites on the Internet. By mail: the local operator provides a dedicated P.O.box or business reply address from which the mail is collected on a daily basis. The orders can be entered into the order capturing system and forwarded for further processing. Over the counter: the local operator makes arrangements to collect order forms at the counters of post offices, or even establish one or more counters itself. The orders can be entered in the order capturing system and forwarded for further processing. 12

13 13 Product features The agency can provide an order capturing system which is capable of recording the various orders for the participating company and could provide a database system for the recording of customers personal data. Such a system could provide the following services: Recording and updating of personal data Capturing of individual orders Registration of payment procedure Electronic transmission of order data Provision of reports

14 Product features The agency can provide services in order to enable the company to receive individual payments from their customers. These services will enable to accept and process customer payments by means of bank cards, cheques, post transfers and cash for transmission to the local bank accounts of the participating company. In co-operation with (a) domestic operating retail bank organisation(s) the local operator can arrange to provide services or assistance for the following: Opening local bank accounts in the name of the participating company Accepting cash payments in the form of: Pre payments (payments via post office counters or local bank branches) COD -cash on delivery- payments (cash payments via deliverymen) Accepting payments by cheque Accepting payments via bank transfer Accepting payments via credit cards Converting proceeds into foreign currency Transferring proceeds into foreign bank accounts Providing various kinds of reporting 14

15 15 Product features In order to enable the company to render after sales services to their customers, the agency can provide a dedicated set of after sales services. After sales services may include: Telephone information service A group of dedicated telephone operators will be able to respond to the various questions of the target groups. The operators will be fully familiar with the goods specifications, sales policies and payment conditions of the company concerned. Returns processing At receipt of returned parcels the quality of the goods can be checked. The reasons for the rejection can be documented and logged in to the database. Exchange processing and/or cost reimbursement Exchange of goods and/or cost reimbursement can be performed upon instruction by the company Quality control Returned goods can be checked against the company s quality standards, approved return goods may be taken back into the warehouse and re-delivered to another customer. Faulty goods may be disposed of or handled according to the instructions of the company.

16 Assistance of postal operators and local Mail Order Traders Associations (MOTAs) in the creation of a joint information database Besides the assistance of postal enterprises in the further development of cross-border mail-order/distance selling facilities in Europe, as described above, a centrally managed database will be set up. Postal operators and the local MOTAs, supported by PostEurop and EMOTA, will closely cooperate in order to gather/relay the data for such a database and to maintain the quality of its contents. Once the information is collected, it will be made available on PostEurop and EMOTA s websites: and The above-mentioned database will contain information relevant for cross-broder distance selling, such as: Basic country information (facts and figures) Business information (distance sellling, retail, etc.) Consumer information (profiles) Legal information Postal information Financial information Where and how to find suitable partners for the different products/ services. 16