e-commerce: Mantra to succeed in online selling

Transcription

1 e-commerce: Mantra to succeed in online selling

2 Guest Speakers Marc Smith Director of Strategy & e-commerce Market Development Canada Post 2014 YOY Niko Downie 21% Business Development Manager Shopify Vijay Thomas Managing Partner Tangentia Canada Post Corporation is a crown corporation that is Canada's primary postal and delivery operator 2015 YOY Shopify is a Canadian e-commerce company that develops computer software for online stores and retail point-of-sale systems. 18% Shopify is shaking up the retail industry by ushering small operators into the vast opportunities of e- commerce Tangentia is a leading boutique consulting, technology and outsourcing firm based out of Toronto. As a Premier Partner of IBM, Tangentia s areas of focus include e-commerce, B2B and EDI, Enterprise & Cloud Security (IAM) & Services offerings

3 Canada Post 2015 E-commerce & Canadian Shopper Insights Marc Smith Director, Strategy and ecommerce Market Development

4 We work with leading brands We have majority share of the B2C delivery market in Canada. Operational data from nearly 3000 e-commerce merchants provides insight into what s happening in Canadian e-commerce.

5 Canadian e-commerce growth 2014 YOY 21% 2015 YOY 18% Sources: YOY Parcel Volume Growth to Data retrieved from 3,505 Canada Post e-commerce customers. YOY Parcel Volume Growth - January August (2014 and 2015). Data retrieved from 2,678 Canada Post e-commerce customers.

6 Where s the activity? High Growth Canadian Cities Source: YOY Parcel Volume Growth - January August (2014 and 2015). Data retrieved from 2,678 Canada Post e-commerce customers.

7 Key industries driving growth Source: YOY Parcel Volume Growth to Data retrieved from 3,505 Canada Post e-commerce customers. YOY Parcel Volume Growth - January August (2014 and 2015). Data retrieved from 2,678 Canada Post e-commerce customers.

8 Peak season is coming November & December accounted for 25% of e-commerce parcel volumes Source: 2014 Canada Post Domestic e-commerce Volume from 3,505 merchants.

9 Holiday shopping behaviours changing Canada Post e-commerce parcel shipments generated by Cyber Week have doubled since % increase in parcel volumes during Cyber Week, compared to the week prior Black Friday Cyber Monday Boxing Day Source: Canada Post Parcel Data Insights E-commerce parcel volume data compiled during Cyber Week Volume increases shown as 2013 to 2014 YOY growth Seasonal Monitoring, CPC#14-219, January 2015.

10 Back-to-school Canadian back-to-school shoppers are doing more research online and going to fewer stores 26% of university-age Canadian students said they would be shopping online more for back-to-school items this year as compared to last year Source: Google Consumer Survey, July 2015, Canada. Based on Canadian online population, n=528.

11 Transitions to e-commerce E-commerce shipments in August 2015 have grown by 29% when compared to the same month in 2014 This is significantly higher than the trending e-commerce growth of 17% seen between January and July Source: YOY Parcel Volume Growth - January August (2014 and 2015). Data retrieved from 2,808 Canada Post e-commerce customers.

12 Changes in Canadian Shopping Behaviour

13 Online shopping adoption on the rise 75 % of Canadians have made more than one online purchase in the past year Source: Building eshopper Loyalty, CPC , August 2015.

14 With significant changes in frequency 23 % 45 % 32 % Occasional (2-3) Frequent (4-10) Hyper (11+) Source: Building eshopper Loyalty, CPC , August 2015.

15 First time shoppers are quickly converted 20% 2013 First-time buyers 2014 Frequent buyers Source: Data retrieved from 3,505 Canada Post e-commerce customers 2013 to Frequent buyers households that purchased 4 10 times in 2014.

16 Where are the first time buyers? 85% of households that shopped online for the first time in 2014 are located across four major provinces. BC 13% AB QC 11% ON 36% 25% Source: Canada Post E-commerce Parcel Volume Insights 2014.

17 Hyper shoppers are key to growth Households shopping 11+ times 40 % The connected Canadian Shopper is gaining experience! Source: Data retrieved from 3,505 Canada Post e-commerce customers 2013 to Hyper shoppers households that purchased 11+ times in 2014.

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19 What Shopify is Products Shopify?

20 Shopify is software that lets you sell online and in store

21 All stores are unique

22 Mission + Vision

23 Our mission is to make commerce better for everyone

24 The old way of ecommerce security shipping hosting Merchant payments analytics SEO data design domains

25 Shopify offers merchants a better, simpler way Shopify deals with all this complexity for a fraction of the cost Merchant

26 Commerce is once again becoming complex Merchants are breaking down silos between online and offline mobile point of sale Merchant social media

27 Shopify as the center of commerce Easy selling across all channels mobile web Merchant point of sale social media

28 Making the important things easy

29 100+ beautiful themes at the click of a button Go live in minutes or tweak CSS properties in real-time with Store Editor

30 Sell Through More Online Channels

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32 1000+ Apps on the Shopify Platform Sophisticated store customization and business tools

33 700+ Shopify Experts and Thousands of Partners merchant requests per month for design, web development, store setup, marketing and photography services

34 Customers Grow on Shopify

35 Helping merchants of all sizes Advanced Enterprise customers choose platform scale and white glove service. Basic Micro merchants come for the low price and fast time to market. Professional Medium businesses come for the customization & reporting. Large SMB s choose lower transaction rates and easy integrations.

36 Shopify Products

37 Shopify Tools for Selling Online Storefront Branding, themes, live editing Blogs, pages, catalogs Store Management Customer profiles, accounts, groups Custom store templates Dropshipping & fulfilment integration Products Inventory management, variants, digital products unlimited products, product categories Multiple product images Shopping Cart 256-bit encryption Automatic shipping rates from major carriers 80+ payment gateways Marketing & SEO SEO-ready, Google and Facebook ad credits Product Reviews Discount codes and coupons Gift Cards and marketing Mobile Mobile dashboard, manage inventory or call customers check order status

38 Thank You!

39 Tangentia Consulting Technology - Outsourcing Mid-Market e-commerce Made Easy

40 Agenda Introduction to Tangentia Tangentia ecommerce Success What is Mid-Market ecommerce IBM WebSphere Commerce & Enterprise ecommerce The Tangentia e-commerce Cloud

41 Who is Tangentia? Tangentia is a global boutique IT consulting and outsourcing company Value based solutions in Consulting, Technology and Outsourcing Forte- Business and Technology consulting in select niche segments E-Commerce ( B2B, EDI, B2C)and Retail Enterprise Security ( IAM, Multi Factor Authentication) IBM Software Stack Implementation & Training BFSI( Banking, Financial Services and Insurance) Consulting- Core Banking, Wealth Management, Trading systems.

42 The Tangentia Ecosystem Headquartered in Toronto, Canada. 150 employees worldwide Over 250 Consultants in the inner circle of consultants - independent contractors regularly working with Tangentia Over 60,000 consultants in the outer circle of consultants and partner companies Global Delivery and Support Infrastructure Offices in Canada, USA, and India Tangentia.com

43 Recent Awards & Recognition Among Top 500 Fastest Growing Companies in Canada according to Profit Magazine in 2013, 2014 and 2015 Ranked by Branham Group among top 250 ICT companies in Canada in 2013, 2014 and 2015 Company of the year for CPG and Boutique IT by CIO Review Magazine in 2013

44 Agenda Introduction to Tangentia Tangentia ecommerce Success What is Mid-Market ecommerce IBM WebSphere Commerce & Enterprise ecommerce The Tangentia e-commerce Cloud Tangentia.com

45 Tangentia Commerce Customers: B2B, EDI, B2C 4 5

46 T-Ship: WebSphere Commerce Success Tangentia Shipping Accelerator for Canada Post Integration module for shipping APIs Deliver to Post Office (Google Map Integration) Rating Tracking Returns Customization of checkout and order history Configurable settings for delivery lead time, delivery pricing, promotions, etc.

47 Introducing: T-Ship for Purolator and WebSphere Commerce Tangentia Shipping Accelerator for Purolator Integration module for shipping APIs Rating Create Shipment Tracking Returns Domestic and International Solutions Customization of checkout and order history Administrator Console to manage shipments and rates

48 WebSphere Commerce Case Study: Xerox Canada Xerox Global Services outsources client print operations Retailers, financial institutions, etc. Custom printing of signage, flyers, brochures, etc. Online Marketplace for Xerox products and services Clients have custom catalog of available print jobs Client-specific pricing and business rules Select and order print job, quantity and shipping destination Order fulfilment by Xerox and 3 rd parties Orders routed to Xerox in-house workflow engine Orders split for fulfilment by multiple service providers and reassembled for delivery to client

50 Mid-Market ecommerce Condo v/s Townhouse v/s Detached Home B2C Enhance brand awareness- multiple brands Capture new business Long-tail retail broaden the assortment beyond own offerings Tangentia.com

51 Tangentia.com Mid-Market ecommerce

52 Mid-Market ecommerce Omni-Channel = Omni Present Blurred Lines ecommerce Store Marketplaces- Shop.ca, Amazon Brick & Mortar Partners ecommerce Store Unified Customer Experience Warranty Customer Support Return & Exchanges Tangentia.com

54 Players in Enterprise ecommerce Solutions Magic Quadrant For ecommerce Wave for B2C Commerce Suites Wave for B2B Commerce Suites Source: Gartner Magic Quadrant for ecommerce May 2013 Source: Forrester Wave B2C Commerce Suites, Q Source: Forrester Wave B2B Commerce Suites, Q4 2013

55 IBM WebSphere Commerce: Product Tour Multiple business models on a common platform Rich Customer Experience Out-of-the-Box Personal Engagement: Precision Marketing & Promotions Dynamic Web Analytics Device Optimized Experiences & Social Integration Extended Sites & Multi-Site Development

56 Other WebSphere Commerce Sites Sears

57 Other WebSphere Commerce Sites Hudson s Bay

58 Other WebSphere Commerce Sites Target

59 Agenda Introduction to Tangentia Tangentia ecommerce Success What is Mid-Market ecommerce IBM WebSphere Commerce & Enterprise ecommerce T-Cloud (Tangentia Commerce Cloud) Tangentia.com

60 Tangentia and IBM s Commerce Offering IBM offers a new licensing method based on annual order-line volume Tangentia has partnered with IBM to develop an exclusive alternative software licensing (ASL) model designed specifically for small and mid-sized businesses Licensing is incrementally tailored to your order-line volume Costs are aligned with your usage our success is dependent on your success Pay for what you consume no risk of over-buying or noncompliance

61 Tangentia Commerce Cloud Hosting Private Virtual Machine(s) Highly available and scalable infrastructure Data Initial Catalog and Customer Data Load Catalog Update Process User Experience Branding Logo & Colour Scheme Style Guide IBM WebSphere Commerce (Aurora Starter Store) ERP Integration (Tangentia Commerce Gateway) Order Processing & Financials

62 Included in the Commerce Cloud WebSphere Commerce Software 1000 hours of development, configuration and consulting Initial catalog load Order integration via existing Banyan Gateway connection Business user training Google Analytics (Standard) setup T-Ship - Shipping API Extensions for Purolator or Canada Post T-Pay - Payment adapter for Chase, Square, Moneris Tangentia Commerce Gateway -EDI connectivity Secure, private virtual machine hosted in IBM Softlayer

63 Commerce Cloud Delivery Timeline 3 Months Implementation and deployment to SoftLayer Acceptance Test and Go-Live 36 Month contract Starts at the end of 3 months implementation Tangentia tracks order-line usage Automatic move to new price tier when necessary

64 Contact Us Vijay Thomas Managing Partner, Tangentia Feite Kraay Partner, Tangentia Commerce Solutions

65 Canada Post ecommerce Shipping and Customer Experience Marc Smith Director, Strategy and ecommerce Market Development

66 The customer is engaged... and they re in the driver s seat.

67 The end-to-end shopping and receiving experience Acquire shopper Shop Buy Fulfillment Tracking Delivery Returns Customer loyalty

68 Roadblock #1 Is your delivery promise clear?

69 70 % of online shoppers feel that providing expected delivery dates while shopping is important. 11 % of online shoppers who abandon their purchase do so as a result of an expected delivery date not being provided prior to checkout. Source: Omnibus Survey: CPC Marketing Research - Online Shopping Omnibus CPC#13-215, August 2013

70 Cl ic k to ed it M as ter tit le st yl e 74 % of online shoppers track while their purchase is in transit Source: Omnibus Survey: CPC Marketing Research - Online Shopping Omnibus CPC#13-215, August 2013

71 Provide clarity with our E-commerce Solutions Expected delivery dates and rating Tracking

72 Roadblock #2 Can you serve the need for speed?

73 Source: E-commerce Channel Report 2014, NPD Group, September % of online shoppers compare speed of delivery across brands prior to making a purchase.

74 Power your fulfillment capabilities Vancouver Edmonton 24 % 16 % Victoria Saskatoon 19 % 21 % Montreal 15 % London 29 % Toronto 25 % Halifax 15 % 2-7 Days 2 day 1-3 ground Days shipping 1 across Day Canada 1-3 Days 2-7 Days Source: E-commerce parcel volume (YOY) data retrieved from 2808 Canada Post e-commerce customers 2014 to 2015.

75 Maximize the power of your network 1 /2 Vancouver 24 % Victoria Edmonton 16 % Saskatoon 19 % 21 % London 29 % Montreal 15 % Toronto 25 % Halifax 15 % of Canadian retailers are either planning or in the process of implementing omni-channel strategies 2-7 Days 2 day 1-3 ground Days shipping 1 across Day Canada 1-3 Days 2-7 Days Source: E-commerce parcel volume (YOY) data retrieved from 3505 Canada Post e-commerce customers 2013 to 2014.

76 Equip your business for omni-channel success Ship From Store Canada Post Logistics Solutions Pickup API

77 Same day delivery as differentiator Delivered Tonight TM Order in the morning We ll deliver to you in the same day

78 Roadblock #3 Are your delivery options convenient?

79 35 % of Canadian households can have no one at home during the day to receive deliveries. 48 % of frequent online shoppers would purchase more items online * if provided with delivery options. * as compared to bricks and mortar Source: Consumer Delivery Preferences, CP , August 2014 Source: E-commerce Channel Report 2014, NPD Group, September 2014

80 How would you like 6,000 convenient pickup points?

81 Deliver to Post Office provides online shoppers the ability to select a preferred post office location for delivery allowing them to enjoy an exceptional delivery experience every time.

82 Transforming the final mile

83 Roadblock #4 Is your returns process driving your customers away?

84 Turn returns into returning customers 23 % of Canadian shoppers have returned an online purchase in the last year. 19 % of online shoppers compare return policies across brands prior to making a purchase. Source: Building eshopper Loyalty, CPC , August 2015 Source: E-commerce Channel Report 2014, NPD Group, September 2014

85 with our best-in-class Returns Solutions Offer shoppers convenient return label options Manage returns better with increased visibility Offer your shoppers multiple ways to return online purchases

86 Remove roadblocks to expedite growth Make it clear Equip for speed Offer convenience Enable returns

87 Q&A Thank Thank you Grazie Grazie Tack Tack Merci Merci 谢谢谢谢 Dhanya-waadh Dhanya-waadh Obrigado Obrigado