The worldis youraddress

Optimisation of Customer experience in cross border delivery

Who are we?

Combining the strengths of two postal operators

B2C- cross border distribution

Your international buyer is looking for:

Convenience

Trustful delivery

Information during the whole process

Convenience

Transittime – not always next day or within 3 hours..

Delivery on appointment

Do I need to stay at home?

Can I pick-up in the retail store nearby?

How far is my nearest pick-up location?

Easy returns

He wants choice in the check-out

Trustful delivery

Certainty

No damage

Knowledgable deliverer (B2C – last mile)

A correct delivery – correct delivery in B2C more important than a fastdelivery

Can I easily return my parcel?

Information during the whole process

Connectivity with his retailer and with the delivery company

Mobile

Easy track and trace

Messaging upfront and during delivery

Change delivery moment when necessary

1- Check-out

2- Communication

3- Upon delivery

4- Return-process – if any

Local postal deliveries France, when do we meet your buyer? With Colissimo:

Check out

Home delivery in France

83% offrenchpeoplepreferhomedelivery70% ofColissimoflowisdelivereddirectlyinletter-box

EXPERTISE IN A MULTI-SERVICESOLUTION FOR INDIVIDUALS

Order pick up and returns drop off

PROXIMITY• 18 000 delivery points• 95% of the population of France

lives within 15 minutes of a point• 72% less than 5 minutes away

ACCESSIBILITY• Open 6/7 days• 100% open on Saturdays• 91% until 19.00

PUDO Service –

8000 Convenience stores & 10 000 Post Offices for your customers & 800 lockers

PUDO Service France – La Poste offers 19.000 points

Delivery notification

If Destinee not available àhe can choose another

delivery day or local PO for picking up

Innovation

D - 1 D DAY

Parcel delivered (in letter box or in hand)

D - 1 D DAY

Delivery + notification

Parcel delivered on scheduled time slot on chosen day

Parcel delivered in letter boxDELIVERY +

Messaging with information on delivery time slot (2 hours) for

parcels upon signature and oversized

Today

S2 2017

Parcel delivered in chosen post office from 3pm

Delivery notification

Smart Delivery

Home Delivery D-1 Delivery +

Messaging

Pudo availabilityDelivered in letter box

Messaging

Delivery + Benefits

Colissimo keeps ensuring the best customer experience

q Better information for recipient customerso E-mail information on each key delivery step

q E-buyer customer relationship preservedo Co-branding messageo Data used only for delivery information

q Optimized deliveryo Increase the succesfull delivery level on the 1st attempto Decrease the non-deliver parcel returned

q Helpfull in business managemento Improve the loyalty level of customers satisfied by a positive delivery

experienceo Decrease the direct contact to the customer service

Messaging

Deliver your customers from everywhere in 3 steps

Collection at store in France à on a regular basis or on-demand

Colissimo labels printed in stores via an API request to our server

Delivery on your customers expectations à Home delivery / Pudo or collect in Store

Omnichannel

Delivery on the same day is on project. We’ll keep you updated on a possible go live

Ship from Store same day ----à future

Check-out

Communication

Upon delivery

Local postal delivery Switzerland, touchpoints e-buyer:

Choice in Checkout

PickPost point at train station3.

Office deliveryaddress

4.

My Post 24terminal2.

Home deliveryaddress

1.

Returns -According to your customers’ needs

3.

4.

2.

1.

Drop-off in a post office or agency

Drop-off at Mypost 24-

terminalPickPost point at train station

Pick@home

Free pickup- From mailbox- At normal delivery place- Left by the door- Handed over personally

With 99% the drop-off options 1., 2. and 3. are the favorite way of Swiss customers to return their parcels. • They do not need be at home.• They have confidence that the parcel is registered for returning.

Just launched

4 time-slots per day, offered in check-out

Time-slot Home delivery

1. Home DeliveryOptions in case of failed first delivery

Option 3 - Forward the parcel• Selection of any other

address incl. PickPost and my24.

• Selection of a day within next 30 days.

• Selection of delivery timeframe optional.

Option 4 - Issue a single authorizationAny authorised person can pickup the parcel in the name of the recipient.

free

Homedelivery options

• Full flexibility to pickup the parcel

• 79 My Post 24 terminals

• 24/7 accessible

• Max locker size 74,5 × 44 × 61 cm

• Full flexibility to pickup the parcel

• 79 My Post 24 terminals

• 24/7 accessible

• Max locker size 74,5 × 44 × 61 cm

Free SMS/E-Mail notification

Over 17’000 persons were registered and used the My Post 24 service in 2015.Over 19’000 parcels were delivered directly to such an address in 2015.

Locker stations

• 2400 PickPost points:

~ 200 train stations and petrol stations

~ 1’450 conveniently located post offices and around 740 post agencies

• Easy pickup of the parcel on the

way to work

• Extended opening hours

• PickPost point can differ per order

• All parcel sizes

Over 200’000 persons were registered and used the PickPost service in 2015.Over 250’000 parcels were delivered directly to such an address in 2015.

Locker stations

Interactive Delivery in SwitzerlandNotification services for the sender – SMS* or E-Mail

D - x D DAY D+1/2 D +2/3 D +5/6

Parcel preparation

Parcel sorting Parcel delivery Parcel pickup Parcel pickup

”Confirmation ofmailing”

• Sent automatically after your data has been received.

• Standard text or an individual free text.

”Delivery information”

• This service tells the recipient when a parcel will be delivered to them.

• Sent based on sorting information at center where date can be calculated.

• Standard text or a personal free text.

”Mailing status to sender”

• Delivery or attempted delivery message

• Immediate and proactive message about the (attempted) delivery.

• In case of attempted delivery a second delivery message if delivered within 10 days.

• Standard text.

”Collection information”

• Information about availability of the parcel at the post office in case of failed 1. delivery.

• Standard text.

”Reminder torecipient”

• Reminder after 3 days to pickup the parcel at the post office.

• Standard text.

Messaging

Interactive Delivery in SwitzerlandFull flexibility of receiving parcels in 2017

New functionalities will give a wide range of flexibility users of “my consignment”.

• Route proactively the parcel online.• Change settings per parcel and

permanently.

• Choose preferred delivery days.• Choose delivery options:

- Standard- Deposit at dedicated place- Delivery to specified neighbour- Delivery to upper floor

• Choose morning or evening delivery• Choose different delivery address PickPost /

My Post 24 or any other address• Delivery acceptance for signed items

My Consignment

• eCIP• Tracked-untracked• Mailbox-delivery or personal delivery• Dense network of postoffices• Available in 26 countries today

E-commerce solutions in postal systems

TrackingTrackingTracking

Information to the recipient

Tracking

Response / resolution time

Lost in transit / delivery delay

Asendia Tracking

Will contribute tosolve 3 of them

TRACKING

RESOLUTION TIME

DELIVERY DELAY

Become part of best-in-class tracking systems

Asendia advantage is to:

• Provide end-to-end, complete and accurate tracking information for its customers • Make it easy for its customers to access “all in one”• Monitor tracking quality and delivery times in Asendia and anticipate quality issues

Customer relation excellence

• reduce the number of claims related to tracking issues

• have one single point for tracking, search and analysis

• optimize response and resolution time• manage proactively quality & incidents• Improve the resolution of after-sales

issues for customer service

Convenience √

Trustful delivery √

Delivery adapted to his local habits √

Information during the whole process √

Have we met the buyer´s expectations?

Thank you for your attention