the state of ecommerce by aramex; arabnet digital summit 2015
TRANSCRIPT
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Arabnet 2015Dubai
IYAD KAMAL
IYAD KAMAL
@IYADKAM
Confidential
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eBUSINESS TRENDS
OPS, PAYMENT & RETURNS
SOCIAL TRENDS
ALL NEW
Confidential
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% 15
GLOBAL ECOMMERCE SALES?eBUSINESS TRENDS
Source: eMarketer
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OF AGE COMPRISE ABOUT
MENA POPULATION
ONCE A MONTH
43%60% INTERNET USER IN THE GCC ARE MAKING ONLINE PURCHASES
25 YEARS
Source: Wamda - 25 Essential Stats on E-Commerce in the Middle East
REGIONAL ECOMMERCE POTENTIALeBUSINESS TRENDS
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Source: eMarketer
WHY DO PEOPLE BUY FROM ABROAD?
OPPORTUNITIES FOR REGIONAL ETAILEReBUSINESS TRENDS
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SNS, ecommerce; domestic, regional, international
ARAMEX SPECIFIC DATA!eBUSINESS TRENDS
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Source: Aramex eCommerce Data
31% Saudi
94%
Saudi
29% Egypt Egypt
20% UAE UAE
14% UAE Saudi
Origin Destination % of total packages
WHERE ARE THE REGIONAL ECOMMERCE VOLUMES COMING
FROM?eBUSINESS TRENDS
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Source: Aramex eCommerce Data
Intra MENA $102
Into MENA $139
willing to pay more shipping
as variety has a price with duty % being an
advantage
VALUE OF ORDER?eBUSINESS TRENDS
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SHOESAPPAREL BEAUTY SUPPLIES BOOKS/BAGS
20%
19%19%
2013
2014
BEAUTY SUPPLIESAPPAREL SHOESTOOLS
Source: Aramex Shop&Ship Data
WHAT DO PEOPLE BUYeBUSINESS TRENDS
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eBUSINESS TRENDS
OPS, PAYMENT & RETURNS
SOCIAL TRENDS
ALL NEW
Confidential
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COD VS. CREDIT CARD PAYMENT
Source: Aramex eCommerce Data
Year Credit Card Cash on Delivery
2011 29% 71%
2012 29% 71%
2013 27% 73%
2014 24% 76%
It is still a COD market and etailers promote it!
Mainly domestic COD today but changing!
GLOBAL ECOMMERCE SALES?OPS, PAYMENT & RETURNS
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PAYMENT MEANS USED
Source: Aramex Shop & Ship Data
2012 2013 2014
56% 52% 44%
35% 29% 23%
6% 16% 30%
3% 3% 3%
OPS, PAYMENT & RETURNS
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WHO PAYS ONLINE (SHIPPING) MORE
Source: Aramex Shop & Ship Data
36%
26%
24%
23%
UAE
BAHRAIN
LEBANON
QATAR
SAUDI ARABIA 22%
OPS, PAYMENT & RETURNS
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AVERAGE DELIVERY ATTEMPTS
Source: Aramex Shop & Ship Data
9%
50%
20%
9%25%Card: 1 1
COD: 1.88 1.50
2013 2014
OPS, PAYMENT & RETURNS
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LAST MILE PAYMENT CONVERGANCE
Source: Aramex Shop & Ship Data
COD becoming PODWith SADAD and mobile payment devices with couriers
OPS, PAYMENT & RETURNS
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MENA LOGISTICS RETURNS
Source: Aramex eCommerce Data
Payment 2012 2013 2014
COD 24% 21% 19%
Credit Card 7% 7% 8%
OPS, PAYMENT & RETURNS
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TOP RETURN REASONS
Source: Aramex eCommerce Data
No response 42%
Bad address 13%
Client not available 10%
OPS, PAYMENT & RETURNS
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EUROPEAN LOGISTICS RETURNS
Source: Aramex eCommerce Data
Less
than 1%
Why?
- Orders are made with credit card
- Addresses are correctly structured in Europe
and customers provide accurate addresses
including postcode
- Carriers can leave at a safe place or deliver
to a neighbor if the customer wasn’t
available
OPS, PAYMENT & RETURNS
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GROWTH OF PICKUPS
Source: Aramex eCommerce Data
17% from service
centersas more pick up points become available
OPS, PAYMENT & RETURNS
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MYADDRESS RESPONSE RATES
Source: Aramex Operations Data
50%
Saudi: 25%
UAE: 31%
direct impact on call center!
OPS, PAYMENT & RETURNS
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eBUSINESS TRENDS
OPS, PAYMENT & RETURNS
SOCIAL TRENDS
ALL NEW
Confidential
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WHERE ARE THE REQUESTS COMING FROM?
Source: Aramex Social Media Data
9%
50%
20%
9%
25%
KSA 53%
KUWAIT 12%
UAE 10%
INDIA 9%
EGYPT 5%
QATAR 4%
OTHER 9%
2013 2014
65%
5%
5%
4%
3%
14%
1%
SOCIAL TRENDS
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CUSTOMER SERVICE REQUESTS?
Source: Aramex Social Media Data
58% 78%
68% 94%
2013
2014
SM a main customer service channel!
SOCIAL TRENDS
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eBUSINESS TRENDS
PAYMENT & RETURNS
SOCIAL TRENDS
ALL NEW
Confidential
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WHAT KEEPS US BUSY?
Simple: delivery on time and at an affordable price
ALL NEW
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FURTHER CONNECTING WITH THE CLIENT
Client Courier
Objectives:
- Satisfied
- Delivery on time
- Affordable price
Objectives:
- Satisfied
- Deliver on time
- Affordable cost
Focus: How to get them closer, physically and technically?
(information and consistency)
ALL NEW
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ARAMEX KEY INVESTMENT AREA!
Why?
- Mobile is your address!
- C2C communication, bypass the
CC
- Live tracking and avoid calls
- Online payment, reduce cash
management
- Big data analysis:
- Non payers
- Not at home
- Same address delivery,
don’t call…
TECHNOLOGY is making it happen(mobile in specific with more than 90% penetration)
App App
ALL NEW
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LAST MILE SOLUTIONS / LAST MILE TO LOCKERS
NEVER MISS A DELIVERY AGAIN!
- Available 24/7
- 100% safe & secure
- Quick, simple and fun
- Cheapest delivery option
ALL NEW
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Announcement!
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OUR NEW OFFERING to grow the industry…
eCommerce Package
o Classify clients by shipping tiers
o Provide shipping rates based on tier volumes
o Advance COD payment which equates to paying of COD amounts upon
shipping
o July 1st 2015
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Thank You
IYAD KAMAL
IYAD KAMAL
@IYADKAM