1. DHL Click to Door
Tim Baxter, DHLE, NZ Country Manager
June 2013
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2. Click To Door Solution, Auckland, 12 June 2013 Page 2
DHL Click To Door: Why The Fashion Industry Focus?
The combined AU and NZ online retail market
sold over NZD $15 Billion at a growth rate of
20% pa overall and 36% for fashion.
• 90% of fashion industry cart checkouts are <2kg
• $50 to $250 NZD average cart checkout values
across range of brands offers duty free export
market targeting opportunity
• Fashion brand consumer relationships provide
opportunity for DHL Click To Door to improve the
shopper’s experience.
• DHL has been in online from the start with
accounts like Net A Porter, Surf Stitch, Pumpkin
Patch and Amazon.
Nielsen 2011: 26 000 interviews across 48
Countries % purchasing item in past 12 months
Fashion is the
growth segment for
physical fulfilment
Quality partnerships will win in the long run for a market evolving
beyond price to value experienced.
3. Click To Door Solution, Auckland, 12 June 2013 Page 3
• What’s New?
• Transit time has changed
• Partnership to meet the new reality –
“online transit time”
• Online Transit Time
• Credit Card to delivery
• No longer Warehouse to Warehouse
• Transparency from Checkout to pick/
pack to delivery channel to door
DHL Click To Door: A New customer expectation
4. Click To Door Solution, Auckland, 12 June 2013 Page 4
DHL Click To Door: The Opportunity
Integrated express improves USER
EXPERIENCE:
• Homepage, FAQ’s, Checkout and customer
service confidence
• INCREASES CONVERSION RATE for
fashion industry carts
• REDUCES RETURNS by 50% and over
• REDUCES CALLS AND EMAILS TO
CUSTOMER SERVICE by 30% and over
• Keep RRP longer instead of discounting.
5. Click To Door Solution, Auckland, 12 June 2013 Page
DHL Click To Door: New Zealand Experiences
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6. Click To Door Solution, Auckland, 12 June 2013 Page
Where Is My Order?
Flight Auckland – Sydney FULL Details
DHL Click To Door Tracking As Site Content applied to user login gives your shopper
more control, reduces customer service interactions and increases shop visits
DHL Click To Door: Tracking As Site Content
7. Click To Door Solution, Auckland, 12 June 2013 Page
DHL Click To Door Integration:
All carts: Magento, E Star, Big Commerce, Solutionists, Black Pepper, Kudos....
DHL Click To Door: Integration
8. Click To Door Solution, Auckland, 12 June 2013 Page 88
DHL Click To Door: Key Learning - Simplicity
• Unique pricing- Sharing the risk
ü <2Kgs
ü Five simplified zones
ü All surcharges included
ü In Bound rates on same account for
returns management
ü Enables easy FREE Shipping Calculation
ü Improves % RRP V discounting
ü Pricing forecast PARTNERSHIP volumes
next 12 months
