A brief intro…

EziBuy is an omni-channel retailer of fashion and home décor.

• 3m orders processed per annum• 1000 staff• Next day delivery NZ/2 day AU• Sells to 35-55 year old females • Use catalogues (4bn pages) to drive sales

A brief intro…

Direct selling has been at the core for EziBuy even from humble retail beginnings…

Evolution of EziBuy

Retail

Catalogue

Multi Channel

Omni Channel

So what drives success…

Customer Base

• RetentionThe most important customer metricMost profitable component of the base

• Acquisition Cost per lead/acquisition and conversion rates by channel and media type3 orders to consider customer active

• Reactivation Cost effective marketing in your own base

Customer Base

Promotional OutcomesChannel preference

Monetary clusterMarkdown product

Product & brand affiliation

The Metrics (RFM)

Frequency of purchaseTime since last order

Average order valueAnnual customer spendAverage selling priceItems per sale

Check out www.multichannelmerchant.com

Technology

Retail Systems Insights and Reporting Systems

Finance Systems

Marketing Systems

Call Centre Systems

Payment Systems

Human Resource Systems

E-Commerce Systems

Merchandising Systems

Supply Chain Systems

Warehouse Management Systems

Retail MiddlewareEnabler

SAP

SAP IDOCS

Deskbank

DPS

SCC

SSAIP

Warehouse Management System

Maxshop Website

BSMOne Form Wonder

Enabler Customer Change Gateway

Enabler Back Office

HOSFile Spilter

Enabler Portal

Enabler POS

PAF

Returns

Plato

Smartmail

Enable Customer Balance Import

SAP BW

Stocktake Mediation Application

Right Address

Customer Attributes

Max Web Gateway

Price Planning

Tool

SAP Pi

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Enabler Services

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EziBuy WebsiteFredHopper

Web Extractor

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Data Liberator

Microstrategy

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Paypal

Giftcard

Bank Systems

Westpac Banking Systems

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GoDataFeed

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SAP ECC6

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SAP Order Furfillment

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CCE

Avaya Phone System

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WEP CRM

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Responsyscommunicates with

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SAP Master Data

WEP Services

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Payment Gateway

Sweetdeals Staff Portal

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DC Printing

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Pick Director

Route Director

IDS Live Chat

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IP Phonescommunicates with

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EziBuy Product Current Prices

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EziBuy Web Gateway

Design Master

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SAP BAPI

Manifest

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EziBuy APINext Systemscommunicates with

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Notifications

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SAP Financials

SAP Retail

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People Counters

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Technology

• E-com is technology – get used to spending money on this stuff

• There is no one stop enterprise solution - balance development vs off the shelf

• Be clear on the objectives of systems and ensure speed to market is not compromised

• Omni-channel customers won’t tolerate a lack of CRM

Supply Chain

• Faster and cheaper convenience is our motto• Speed of delivery is being seen as a local way

to combat international players• Free delivery remains a global challenge

Returns

• Best practice is simplicity for customer• Speed of service is key • Customers who don’t return have a higher risk

of churn

Customer Service

• Culture of serviceWe never let the customer down

• Proactive and upfront issue management

• Direct contact increases engagement

Product

• Proprietary Brands provide the base• International brands supported via Dropship

Insights

• We have a team of 5 analysts focused on delivering decision support from the data

• Drives decisions across the whole business• Current focus is to optimise the catalogue cost

to sales ratio

Key Outtakes

• Speed of execution

• Total customer focus

• Culture of service

• People

And finally…

Shop online and use the promo code DHL

receive free delivery (expires midnight)