small business or multinational, how could you define your e-commerce strategy ?

PFSweb Europe

Small business or multinational,

how could you define your

e-commerce strategy ?

E-shop Expo 2011 - Brussels

Stand S039

PFSweb Europe

Key Numbers

PFSweb Europe

Your Business

What do you expect as for your e-business’

size?

How many people would visit your e-shop?

Which products are you going to sell?

Where are your potential customers

located?

When do you want to (re)launch your e-

store?

PFSweb Europe

E-commerce Services

PFSweb Europe

• Ease of roll-out by leveraging one site to build other regional sites

• Ease of customization per region through master catalog (attribute localization)

• Supports multiple languages (double-bite), currencies, payment types, and search

• Flexible merchandising per country

• Regional hosting centers for performance

• Style sheet-driven branding of storefront templates

• Sharing code, repurposing features, and business process between sites

• Central management of multiple ecommerce sites

• Multi-site Content Syndication – rules based sharing of content between sites

Multi-Brand

Internationalization

Multi-Site Management

PFSweb Europe

E-commerce Services

Growth• Extend the brands

• Increase your global reach

• Beat YOY Comparisons

• Merchandising KPI’s

• International

Profitability• Maximize product margin

• Maximize return on operational costs

• Minimize returns

• Minimize cost of infrastructureSpeed

• Launch new sites

• Launch new merchandising campaigns

• Tune merchandising activities

• Respond to the organizational needs

PFSweb Europe

Staying Ahead of the Competition

Network & Data

License &Maintenance

Operational Services

Hardware & OS Platform

Security80%

On-Demand

“Hassle Free” eCommerce Platform

Launching International Presence

Integrating Cross Channel Experiences

Merchandising the Right Products to the Right

People

Innovation Through Coalition With Technology

Partnerships

Staying Aheadof the competition

20%

On-Premise

Benefits of SaaS Model

PFSweb Europe

E-commerce Services

• E-Commerce Platforms

– Demandware: www.demandware.com

– X-Site: www.xsite.eu

– Boutique Builder: www.boutiquebuilder.fr

• Webshop Creation, Design & Hosting

– Design

– Navigation

– Functionalities

• Content Management

– Banners

– Digital asset management, Rich Media & photography

– Product changes (new products, pictures, descriptions, categories, pricing…)

– Promo slots

– Search & navigation tools

– Usability

– Wiki

PFSweb Europe

Proximus

• Project– www.e-proximus.be

– Product: Price Plans, phones

– Possible delivery in 43 countries

• PFSweb Services– E-commerce platform integration

– Website creation & hosting

– Fulfillment Services

– Transport Management (copies of contract & ID card)

– Customer Contact Centre (UK, FR & NL)

– Financial Services (Credit Card Authorization, Invoicing, VAT Management, Payment Reconciliation…)

– Consignment Model

– Account Management & Reporting

• Business Benefits– One Stop Shop for international e-commerce

– Implementation online in 7 weeks

– Increased business control & visibility with one single service provider

– Best of breed IT platforms (front & back office)

Starting Date : Sep. 2007

PFSweb Europe

• Project– 45 Brands of P&G Group– B2C

• PFSweb Services– E-commerce platform – Website hosting– Customer Contact Centre– Fulfillment Services– Account Management

• Business Benefits– Increased business control & visibility with one

single service provider– Best of breed IT platforms (front & back office)

“We are very excited about the eStore’s potential to reach more consumers and create new online experiences and innovations that build our brands.”Kirk PerryVice President, North America

P&G

PFSweb Europe

Interactive Marketing Services

Attract

Nurture

Convert

PFSweb Europe

Havaianas

• Project– www.havaianas-store.com

– Products : flip-flop & accessories

– International e-Commerce sites

– 14 countries & 7 languages : UK, FR, IT, SP, PT, DE, AT, BE, LU, NL, SU, FI, DK & IE.

• PFSweb Services – Creation & hosting of the e-shops

– E-commerce Platform integration

– Product Merchandising

– Content Management System

– Promotional Campaigns & e-marketing

– Logistics, transportation & returns management

– Customer Contact Center (UK, FR, DE, NL, SP, IT)

– Financial Services (credit card authorization, invoicing, VAT, payment reconciliation…)

– Flash Model

– Account Management & reporting

• Client benefits– Global Solution for international e-commerce

– International Expertise

– Fast Implementation

Starting Date : May 2010

PFSweb Europe

PFSweb Europe

Flexible scalability

Unforgettable experiences

Proven Infrastructure

Unmatched Freight Management

International Logistics & Distribution

PFSweb Europe

Centralized Distribution Model

• Localization (freight costs)

• Lower inventory value

• Better inventory visibility

• Higher flexibility

PFSweb Europe

Carrier Selection

• B2B / B2C

• Export

• Standard / Express

• Lead-times / reach

• Shipping cut-offs

• Pricing (actual / volume metric weight)

• Customer service support

• Traceability / IT

• Accuracy / reliability (managing customer expectations)

• Label automation / integration

• Various solutions (drop points, drop points when not at home etc.)

• Electronic invoicing

PFSweb Europe

Lead Times

PFSweb Europe

International Logistics & Distribution

PFSweb Europe

Reverse Logistics

• Web-, telephone-, mail-, or e-mail

• RMA generation & administration to meet client business rules

• Data collection & reporting for returns rates

• Inbound product tracking (verification of condition, salability, reason for return)

• Repair/Rework/Modification stations

• Laundry for the clothing industry products

• Repackaging/Re-labeling/Palletizing for return or forward shipment

• Disposition based on client rules, coded into the system for accurate handling

• Web-based visibility of information online in real-time & through scheduled data transfers

PFSweb Europe

Xerox

• Project

– www.eu-shop.xerox.com

– Pan-European Webshop (15 countries)

– 450 product lines: inks, toners

– 6 Languages, 6 Currencies

– B2C & B2B concept

• PFSweb Services

– Logistics & Transportation Management

– Multilingual Customer Contact Centre

– Payment Processing & foreign exchange

– VAT Management in 15 European countries

– Buy-Sell Model

• Business Benefits

– Scalable & cost effective logistics capability

– Overnight proficiency in end user order fulfillment

– 50% cost reduction on existing in house processes

– Detailed order tracking capability

– Improved focus on core competency

– Capability to build additional bespoke solutions in short timeframes

“Xerox stands for quality, reliability & excellence in customer service. It is vital that our suppliers meet our performance goals & objectives to help us deliver a great customer experience. PFSweb excelled in all areas of our review."

Terry Turner Director of manufacturing & logistics

Xerox Office Group

PFSweb Europe

PFSweb Europe

Flexible service models

Best-of-breed technology

Custom-branded solutions

First-rate hiring & training programs

Multilingual Customer Contact Center

PFSweb Europe

• Brand focus that aligns the right talent,

culture and skill set

• State-of-the-art technology, highly trained

personnel and detailed, comprehensive

reporting

• Industry-leading CRM integration

technologies

• Transparent interface to customers’ orders,

shipping and billing inquiries, return

requests, and product information queries in

accordance with your guidelines

• Global locations with multi-lingual

capabilities for call, email and chat (NL, DE,

FR, EN, ES & IT)

A seamless extension of your internal customer relations function

Multilingual Customer Contact Center

PFSweb Europe

Salomon (Amer Sports Group)

• Project

– www.salomon.com/fr

– Products: Footwear, Skiwear, Helmets, Bags

– Delivery in France (1st phase)

• PFSweb Services

– E-commerce Platform integration (Magento)


– Customer Contact Center (FR)

– Financial Services (Reimbursements, credit card authorization, invoicing, VAT, online payment & fraud management)

– Consignment Model -> Flash Model


– E-commerce Consultancy

• Business Benefits– Scalability of the solution

– Rapid integration with e-commerce Platform

– Flexibility of the solution (extended hours for the Call Center until midnight and on week-end)

Starting Date : Nov. 2010

PFSweb Europe

PFSweb Europe

Financial Services

PFSweb Europe

Payment Methods

PFSweb Europe

Financial Services

• Payment, Fraud & Risk Management

• Credit, Collection & Reimbursement

• Customized Invoicing

• VAT Management

• Fiscal Representation

• Financial Models

– Consignment

– Buy/Sell

– Flash

Coupled with aggressive fraud management tools

and the highest level of PCI compliance (v1.2),

PFSweb ensures the protection of both your

company and your customers’ information.

PFSweb Europe

O’Neill

• Project

– e-Shop International : www.oneilleshop.com

– Products : Clothing: sweats, jackets, swimwear, backpacks, skirts, pants…

– 6 languages : UK, FR, DE, NL, IT & SP

– 9 countries : AT, BE, DK, DE, FR, IT, NL, SP &UK

• PFSweb Services

– E-commerce platform integration

– Website creation & hosting

– Fulfillment Services

– Transport Management

– Returns Management

– Customer Contact Centre (UK, FR, DE, NL, IT & SP)

– Financial Services (Credit Card Authorization,

Invoicing, VAT Management, Payment Reconciliation)

– Consignment Model

– Account Management


– Rapidity of implementation

– Fully integrated solution

Starting Date : Feb. 2008

PFSweb Europe

2. Customer orders

5. Order confirmation email

1. Goods shipped to PFSweb DC

PFSweb ERP/DC

Goods stored in consignmentO’Neill customers

VAT

Administration

all over EU

O’Neill online shop

8. O’Neill, as the seller,

handles VAT

administration

3. Online payment

authorization through

Ogone payment gateway

7. PDF invoice

(O’Neill = seller)

6. Order shipped to customer

7’. Ship confirmation email with tracking #

6’. Payment

settlement

4. Order

transmitted

Consignment Model

PFSweb Europe

Ricoh

• Project

– Fully Outsourced Model

– EMEA Distribution

• PFSweb Services

– Buy-Sell Model (PFSweb owner of inventory)

– Logistics & Transportation Management

– Customer Contact Centre

– Credits & Collections

– Fiscal Representation & VAT Management


– Yearly savings > 50,000 Euros/year

– Improvement of Client satisfaction by increased

inventory accuracy

Starting Date: 1999

"PFSweb has provided worldwide infrastructure since the launch of IBM Printing Systems division’s workgroup printer line, providing value within our business model, which relies heavily on outsourcing. Our contract extension wit h PFSweb is a critical part of our strategy to grow the IBM printing supplies product line.”

Joseph Johns, Business Line ExecutiveIBM Printing Systems

Dealerssubsidiaries

PFSweb Europe

EMEA

Wholesalers

PFSweb Europe

PFSweb ERP/DC

Inventory owned by PFSwebRicoh customers

VAT

Administration

all over EU

Ricoh online shop

9. PFSweb handles

VAT administration

3. Online payment



1. Goods shipped to PFSweb /

PFSweb buys from Ricoh under

terms (no risk on inventory,

possibility to return unsold

products,…)

8. PFSweb pays Ricoh

4. Order

transmitted2. Customer orders


7. PDF invoice

(PFSweb= seller)



6’. Payment

settlement

Buy/Sell Model

PFSweb Europe

Olympus

• Project

– http://shop.olympus.co.uk

– Products : cameras & related accessories

– 11 countries: AT, BE, DE, DK, ES, FI, FR, NL, UK, PL, SE

• PFSweb Services

– Creation & hosting of the e-shops

– E-commerce Platform integration


– Customer Contact Center (UK, FR, DE, NL, SP)

– Financial Services (credit card authorization,

invoicing, VAT, payment reconciliation…)

– Flash Model


• Client benefits

– Global Solution for international e-commerce

– International Expertise

– Fast Implementation

Starting Date : May 2010

PFSweb Europe

PFSweb takes ownership of goods &buys from Olympus

Olympus invoices PFSweb (frequency TBD)

PFSweb ERP/DC

Goods stored in consignmentOlympus customers

VAT

Administration

all over EU

Olympus online shop

9. PFSweb handles

VAT administration

3. Online payment



1. Goods

shipped to

PFSweb DC

8. PFSweb pays Olympus

2. Customer orders

4. Order

transmitted

6’. Payment

settlement




7. PDF invoice

(PFSweb= seller)

Flash Model

PFSweb Europe

PFSweb Europe

Client Services Management

• Single point of contact focused on managing your business, experience and

brand(s)

• Serves as liaison to every level and functional area throughout PFSweb

enabling you to effectively manage all facets of the solution with a high

level of transparency and accountability

• Provides visibility and analysis to critical business information

• Continuous focus on driving business growth and cost reduction

opportunities

• Empowered to identify opportunities for improvement and immediately act

• Experienced group of professionals working daily to ensure the intended

value of the solution is realized

PFSweb Europe

Systems Integration

PFSweb Europe

SPOB: Single Point of Business

PFSweb Europe

Partners

PFSweb Europe

Thanks for your attention

Stand S039