L’Atelier, in coordination with arvato BERTELSMANN and iClick Interactive, is organizing a conference entitled “How brands and retailers can maximize e-Commerce performance”, gathering IT and marketing specialists to present market insights and discuss how advanced e-commerce technologies can help brands and retailers boost their online sales. Bertelsmann AG is the largest global media and service group in the Fortune 500. As part of Bertelsmann, arvato entered China in 2001 and has since provided advanced business process solutions as a strategic partner to various global companies - L'Oreal, LVMH, Microsoft, P&G, China Telecom, Air China etc. -- taking leadership in CRM and e-commerce. Basing on the full operational competencies in marketing, IT, customer service, warehouse management, logistics, and financial service, Bertelsmann and arvato are expanding the value chain by investing in intelligent innovations in digital marketing, analytics, data mining and consulting.

1. Improve e-Commerce Performance via
End2End Process Optimization with
Right IT Solutions
Gary Chu
arvato Asia Business Development
Email: Gary.Chu@bertelsmann.de
1 | March 26, 2012

2. Bertelsmann arvato
The world’s most international media group
Employees: 102,983 *
Business Volume: > 15 bio. €*
Content Services
The European market leader The world´s largest trade The largest magazine One of the largest media and
in entertainment industry. book publisher in the world. publisher in Europe. communication service provider
in the world.
Employees: 12.339* Employees: 5.264* Employees: 13.337* Employees: 63.985*
Business volume: 5,6 bio. €* Business volume: 1,8 bio. €* Business volume: 2,6 bio. €* Business volume: 5,1 bio. €*
Supply Chain
CRM E-Commerce Customer Services Financial Services IT
Management
* Figures adjusted for the fiscal year 2010
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3. arvato in Asia
Gurgaon & Mumbai, India Chiba, Japan
 CRM  SCM
 Customer Services  Fulfillment
 E-commerce
Singapore Shanghai, China
CRM  CRM
Customer services  E-commerce
Financial services  Customer services
SCM  Financial services
E-commerce  SCM
 IT
Hong Kong APAC HQ Nanchang, China
 SCM  Customer
 Fulfillment Services
 CRM
Sydney, Australia Shenzhen/Guangzhou, China Beijing, China
 Customer Services  CRM
 CRM
 SCM  Customer services
 SCM
 IT
 Customer Services
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4. e-Commerce One-stop Shopping Services
Business
IT Solution (Front End) Business Process Outsourcing (Back End)
Consulting
E-commerce Implementation and Data management Campaign Order Fulfillment Shop Online
consulting maintenance • Data capture • Campaign • Logistic & Management Marketing
• Website • Website
IT Outsourcing • Data migration planning distribution • Web page design • Tracking Pixel
popularize development • Database • Campaign •Sales recognition • Campaign landing • Conversion
planning • Java/.Net base management supporting and posting to page design Tracking
• Business process • Data -on-site finance • EDM design • Optimization
customized
Consulting Synchronization -DM/Mail/SMS • CSR operation • Flash design automation
development
• Website usability • Address -Telemarketing management and coding • Data recency
• SaaS solution • Mini site
consulting Validation • Mailing • Inventory booking • Optimization
• Online channel • Interface to Bank • Archiving production • Stock take solution tactics
development • System integration • Customer • Print-on- management • User experience • Budget
• Online marketing • ERP integration segmentation demand • Inventory control optimization allocation
design • Single Sign On • Database • Card • Optimized • Website usability • Ad format
• ROI forecast/ • Wiki/BBS/Blog Marketing production warehouse optimization supported
analysis • Statistic & • National & management • Product upload • Reporting
• Point redemption
• Shopping process Analysis International • Picking & packing • Site image data • Data insights
management
consulting Postal Delivery • Distribution control maintenance
• E-CRM
• Enterprise portal
planning
Integrated infrastructure
 Infrastructure consulting and design  Data hosting  Desktop support  IT Management consulting
 System integration implementation  Application environment hosting  on-site and remote support  Information security consulting
 Infrastructure maintenance  Hardware hosting and maintain  3G mobility solution  Risk evaluation
 Database implementation and maintenance  Data security  Cloud-compute service  IT auditing
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5. IT Solution
Hybris IBM WebSphere Commerce
 Designs, develops, operates and  Designs, develops, operates and
maintains Hybris solution maintains IBM WCS solution
IT Front-end
 Hybris Software Developers:
 WCS Solution Engineers:
- Team Germany 50+
- Team China 45+
- Team US 50+
- Team China 10+ (and Java developers  IBM Premier Business Partner
50+)
 Hybris Development Partner (modules)
and Multiple-Hybris Partner of the year
Supporting IT System
IT Back-end
arvato OMS arvato eCRM / MIRACLE WMS
 Virtual Inventory Mgmt.  eCommerce Consulting  SAP
 Platform Integration  Data Mgt  Manhattan
 Order Routing  Member Rules
 Marketing Campaign Planning
 Order Consolidation Tool
 Marketing Campaign Mgt
 3rd Party Interfaces
 ROI Analysis
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6. Warehouse Management
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7. Nationwide Delivery Management
Nationwide Delivery Service
arvato takes care of your nationwide
deliveries and returns handling. We design
a solution that matches your exact
requirements and budget.
Our transportation assets and
services include:
 100 own delivery vans for urgent,
intra-city deliveries
 Network of 200 transportation
partners
 Online order tracking for B2C and
B2B deliveries
 Delivery and return handling
 COD handling
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8. Financial Payment Value Chain
OUR
PARTNER
Customer  Multilingual 24/7 customer service
Service  Use of state-of-the-art CRM technology
 Data warehousing to support profiling
Collections  Automated invoice generation and cash application
 In-depth knowledge of B2B and B2C collections
 Optimised processes guarantee reduced DSO & write-offs
A/R and A/P  Full maintenance of all customer accounts and ledger bookings
Management
 Client-specific exception handling procedures
 Extensive financial reporting OUR
CUSTOMER
Payment  Multicurrency Handling No.1 global
Processing  Support of all international and local payment methods cosmetic group
 Cash management with end-to-end reconciliation
No.1 global
 Easy configurable rating solution search engine
Billing, Rating
& Invoicing  Client-specific billing parameters
 Extensive third party partner management capabilities
 Customer master and payment data validation & scoring
Risk  Duplicate detection No.1 global software
Management company
 Credit limit handling by customer type
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9. Customer Service
Service Content
Inbound Outbound Email Complaint Handling
 Product related
 Products inquiry  Out of stock info.  Answer customer’s  Product related
question  Service related
 Promotion inquiry  Delivery failed  Service related
 Remind order status  Website related
 How to purchase  Return confirm  Website related
 Order status  Order confirm  Remind payment &
refund status
 Delivery & payment  Call back
 Service after sales  Customer survey
Email
China India Singapore
 Seats: 2000+  IB Calls: 2+ mil p.a.  Seats: 200+
 Consumer Data: 70+ mil p.a.  OB Calls: 500K+ p.a.  IB Calls: 150K+ p.a.
 IB Calls: 12+ mil p.a.  Email: 750K+ p.a.  OB Calls: 24K+ p.a.
 OB Calls: 8+ mil p.a.  Chat: 75K+ p.a.  Email: 1+ million p.a.
 Email: 0.5+ mil p.a.
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10. Online Marketing Solutions and Assets
iClick Mogujie Rayli
Business Value Busniess Value Business Value
- The leading demand side optimization - Interactive: Social shopping means - The largest vertical online portal for
platform in Asia two-way communication; Focus on female in APAC
consumer’s direct feedback
- Over 800 advertisers from SMEs to - Over 8 million visit per day, over 1.5
Fortune 100 companies - Conversion: Different to SNS, mogujie million registed members
has the highest conversion rate for
- Optimize over US$50M online ad online retail. (6-10%); - Key business scope: online ad;
spend through our proprietary mobile value-added service; e-
technology - Accurate: Largest young female Magzine
consumer database in China. Can be
- Real-time data integration with major accurately touched via their behaviors.
publishers in the region
Bertelsmann Portfolio Companies
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11. Selected Client Reference
arvato e-Commerce Clients Coverage
Cosmetic, Fashion, Luxury, Retail, FMCG
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12. How e-Commerce is viewed:
A Multi-Channel Retail Strategy
Suppliers
Data
Fulfillment
Back-end system
Legacy systems
Resellers / Dealers
POS
Distributors
B2B / Partners Retailers
Kiosk
Web
B2B sites Customer procurement /
systems
Tele, mobile
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13. What Are the Strategic Challenges
 Marketing Strategy & Process Alignment
 Retail Process Migration & Optimization
 Operation Process Change & Integration
 A Strategy & Organization Transition
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14. Latest Trends

15. Barcode/QR Code For Order Replenishment
Features
1. Supports IPhone、IPad、Android
2. Recognizes barcode, QR Code.
3. Smart recommendation of relevant
products
4. Payment solution: Alipay, arvato
PaymentWizard
5. Interface with backend Arvato Order
Management System (AOMS)
6. Optionally Interface with CRM system
7. Optionally integrated with other
modules (LBS,SNS, MultiMedia etc.)
Hide Navigation Bar
Place Order
Customer Service
Relevant Product
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16. QR Code For Order Placement
Metro Station catalog Product Details Order Details
Order Status Update
Inventory Update (Optional)
Order Placement
Notes
1. QR code can be placed on outdoor
media such as billboard, exterior wall,
store window Arvato Order Management System
2. QR code can be place on magazine, (AOMS)
catalog, newspaper, DM, etc.
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17. CUSTOMER
17 | Name | Company | Customer | March 26, 2012 LOGO