Australia Post’s eCommerce Program: supporting digital change
Dirk van Lammeren
General Manager, eCommerce Program
Tuesday, 12 November 2013
The new eCommerce customer
Page 3© 2013 Australia Post
The shifting focus within eCommerceMoving from price to value
Previous drivers Current drivers
Cheapest price
Discounts and flash sales
Driving all sales online
Moving away from bricks & mortar
Best possible customer experience
Seamless experience across all channels
Personalisation for everyone
Getting it right on every device
80% 51%
Shoppers will research online before making a purchase
17%
Shoppers will research online then visit the store to purchase
51%
Shoppers will visit a store then purchase online
Shoppers will research online, go in-store to view, then purchase online
Source: Google Australia 2013
The new eCommerce model
Transforming our business
Capacity
Automation Transportation Tracking
Technology Equipment
Meeting the needs of onlinebuyers and sellers
Delivery convenience
Digital alternative to ourphysical network
Australia Post Digital Mailbox
• Free to all Australians
• Receive correspondence
• Pay bills
• Store important documents
• Accessible anytime,
anywhere
Acquire Sell Receive Orders Fulfil Deliver Return
PostPayFarmhouse
DirecteBay SecurePay
Services higher up the value chain
BuyerGetting the customer experience right for a new kind of customer
eCommerce transformation
SellerMaking it easier for businesses to get online
Tailored products
Convenient lodgement
Online Services
Tracking
Processing
Capacity
Choice and Flexibility
Convenience
Peace of mind
Delivering a
world-class
parcel network
Shopping online is meant to be easy
Conclusion – shopping is meant to be easy
Thank you
auspost.com.au