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