Solutions for eCommerce Russia_services for eCommerce_2016 EN... · Group Foundation 2 2015...

Solutions for eCommerce

Group

Foundation

2015 Itella in RussiaSolutions for eCommerce2

Itella is part of Posti Group Corporation

Posti Group in figures

• Turnover: € 1,859 mio (2014)

• Operations: 11 countries in Eurasia*

• 23,000 employees (2014)

• Since 1638 / former

Finland Post

Corporation

• 370+ years of unique

corporate history

• Postal services

• Logistics service

• E-Commerce services

• Marketing & Financial process services

Business Group Structure

Services

network

2015

• Helsinki

• Lahti

• Kotka

• Tampere

• Turku

• Oulu

• Kuopio

• Stockholm

• Jonköping

• Borås

• Oslo

• Kristiansand

• Bergen

• Stavanger

• Hvidovre

• Kolding

• Risskov

• Vilnius

• Klaipeda

• Kaunas

• Riga • Tallinn

Finland Sweden Norway Denmark Lithuania Latvia Estonia

Itella Logistics Agent


Itella’s network in Russia

• St. Petersburg

• Moscow

• Rostov-on-Don

• Novorossiysk

• Samara

• Ekaterinburg

• Novosibirsk

• Vladivostok

45 warehouses in 8 countries with total

area 1 million m²

3

Who we are in Russia

4 Solutions for eCommerce

• On the Russian market since 1995

• In 2008 acquisition of “National Logistics

Company” (“NLC” – on the market since

1995)

• Leader on Russian high-quality services

warehouse market according to EALA

• 8,5 Billion RUB (2014) / 150 mln EURO

Turnover in Russia

• More than 3500 employees

• More than 500,000 m² of “A class”

warehouse space volumes in 7 cities

• Thousands orders handled per day

• ISO 9001 and 14001, TAPA certification

Extensive industry expertise

71%

20%

9%

Turnover StructureBusiness Unit Breakdown

Contract Logistics

Road Freight

Sea & Air Freight

eCommerce services

Warehousing

• Secure storage

• Picking & packing, repacking

• X-docking operations

Delivery

• Major providers

• Cash-on-delivery option

• Track & Trace

Returns

• Returns handling

• Quality checks

• Repackaging

IT

• Fast integration

• CoD option available

• Reporting

Marketing

• Big data & CRM

• Campaigns management

• Localization / data hosting in Russia


Sourcing

• Purchase order material,

requested unloading date at

the warehouse, and shipping

window from the customer's

ERP system

Transport

• Confirmation at

intermediate stop

• Large LTL network

Reception at the

warehouse

• Confirmation of received

goods

• Dimensions measuring

• Repacking and labelling

Warehousing

• Multipicking, or Wave

picking

• Estimate of shortages

• Status of picking

tasks

• Analysis of the delivery chain

• Customer-specific key

indicators

• Alarm messages for deviations

Delivery

• Entire Russia coverage

• Parcel-shops

• Track-and-trace

• SMS and e-mail notification Customer

6

Warehousing from order to delivery


Customer order

• Confirmation call

• CRM activities

• Digital marketing

7

Receipt of goods at warehouse

• Unique ID labeling of each incoming

item (optional)

• Incoming quality control

• Physical dimensions measurement

• Repacking during inbound


8

Secure storage

• 24/7 security

• CCTV system providing overall

view of the facilities. Min 30 day

retention of all CCTV VCR tapes

• Check-points along perimeter

• X-docking operations

• Address storage (rack, floor,

mezzanine, fine-meshed storage)

• Oversized & heavyweight cargo

• Stock control: periodical count,

cycle count, claims investigation

• Reports for customer (optionally

EDI interfaced)


9

Secure storage


10

Picking

• Picking by pallet, case, unit

• Picking of sets and kits

• Multipicking, or Wave picking

• Storage of small units and

expensive units

• Various replenishment schemes

• Picking of larger and 2-man-

handling items


11

Picking


12

Packing

• All types of packaging materials

• Re-packing and co-packing

• Packing under CCtv control

• Re-labelling

• Gift sets assembly

• Polyolefine or PVC cover

• Polyfilm cover

• Package sealing and banners

• Promotional displays production

• Binding with Glue gun

• Shrinkable film cover

• Banding

• Change of content: kitting


13

Packaging materials


14

Handling of returns

• Quality check of different levels

• Serial number accounting

(for electronics)

• Handling of fashion, retail,

expensive watches, cosmetics

• Processing of returns in strict

accordance to specific customer’s

rules and processes


15

Last Mile delivery – 100% coverage• Integrations with other

delivery companies to cover

100% Russian territory and all

types of delivery

• Courier delivery

• Postmachines

• Parcelshops

• Russian Post

• Printing all necessary

documents

• Cash on Delivery services

provided by all of the partners

• Track & trace with breakdown

by delivery companies incl. all

financial data


16

Delivery advantages

• All delivery options in one service:

Russian post, courier delivery, parcel

shops.

• Delivery across Russia, 540+ cities

covered by own network

• More than 10 000 parcels per day, 150

couriers in Moscow and 50 in Saint-P.

• Delivery with the partial rejection, and

try-ons

• Status-by-good, not by parcel in reports

• Credit-card on delivery, m-pos

• Reporting, analytics

• Rapid CoD transfer, on the 2nd day after

delivery

• Phone-calls, sms, e-mail notifications

• Client’s track-and-trace and hotline

• The scanning of the delivery note after

delivery

• Insurance from rejection


+

Couriers’ equipment

17

Dep

th o

f trackin

g

an

d tra

nsp

are

nc

y


Goods breakdown with

status per item and value

per item

Maximum details in

tracking actions list

Tracking of phone-

contacts with client

Tracking of client’s notifications

18

Dep

th o

f trackin

g

an

d tra

nsp

are

nc

y


Goods breakdown with

status per item and value

per item

Maximum details in

tracking actions list

Tracking of phone-

contacts with client

Tracking of client’s notifications

Process flow: Fullfillment + Last mile

Acceptance Storage

• Acceptance of goods at the WH

• Damaged goods inspection

• Re-count

• Labeling, VAS

• Address storage (rack, floor,

mezzanine, fine-meshed storage)

• Stock control

• Picking by pallet, case, unit

• Re-labeling

INB

OU

ND

FL

OW

,

RE

PL

EN

ISH

ME

NT

OR

DE

RS

PR

OC

ES

SIN

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DE

LIV

ER

Y

SE

RV

ICE

On-line purchase

• Person is making order at Customer’s

web-store.

• Person chooses preferable delivery

option from the list on the web-site

(provided by Itella’ s partner – Delivery

Services Aggregator)

WH Replenishment

• Customer is sending an Inbound

order interface message to Itella

WMS

• Trucks with inbound order arrives to

the WH

Order placement

• Order from web-store is

received and processed by

Customer’s system

• Customer’s system is sending

an Outbound order interface

message to Itella WMS

Pick, pack & dispatch

• Inspection of goods

• Packing, labeling, weighing etc.

• VAS activities

• Printing out and labeling delivery labels with

bar-codes

• Goods are ready for dispatch

Deliveries planning

• Request for delivery is received by the

Aggregator from the Customer’s web-store

• Order is sent to carrier, truck is planned,

delivery order # is attributed

• Delivery information is encoded in a label

which is being sent to the remote printer at

Itella WHS

Last mile shipment

• Ready order pick-up at the WHS

• Goods are delivered to client

• Documents signing and handover

• Cash collection and transfer

• Delivery of returns to Itella WHS


https://digilibrary.itella.com/servlet/Piccolo/?action=doshow&page=image.html&rec=1641109&arc=913

20

Cross-border customs clearance

Customs clearance for parcels

• Creating and handling of the E-Customs clearance documents & manifests

for fast border processing (incl. consumer tax free sales process

verification)

• Line haul from warehouse to Itella Consolidation Center in Moscow or St.

Petersburg (incl. inspection of conformance (physical inspection of

documents, labels and parcels) at Consolidation Center

• Note: custom processes can differ per border location

• Air transportation to Moscow; onwards distribution in Russia from Moscow

• Road Transportation: Moscow or St. Petersburg customs and border

process; onwards distribution in Russia


21

Onshore B2C and B2B

• Customs clearance for inbound freight

• Customs registration of goods and assuming liability for the accuracy

of declarations

• Accompanying the set of documents during the customs registration

process

• Personal manager is assigned to each client's case

• Acceptance and storage of cargo in short-term warehouses: Short-

term warehousing operations pursuant to the short-term storage

procedure

• Optional cash-on-delivery payment

• Itella B2C Warehouse services include:

• Contract Logistics

• Special handling and re-packaging

• Parcel labelling

• Return management

• Inventory management and checks

• Cash-on-delivery (optional)

• B2B Transportation to customer’s stores

• Air, road, rail


Discover

• Competitor

analysis

• Marketplace

research

• Audience

discovery

• Brand

immersion

• Client

consultation

Strategize

• Project planning

• Technical

requirements

• Social

engagement

strategy

• Digital strategy

• KPI’s

Design

• Branding &

identity

• web design

• copywriting

• video/motion

graphics

Set-up Support

Track

Analyze

StrategizeCampaign

Hosting

• Data privacy

• Scalability

• Redundancy

• Disaster

recovery

• Business

continuity

eCom

platform

• BRD

• Front- and back-

end development

• eCom platform

and CMS

deployment

• Integration with

all stakeholders

• Content

UX/IA

• UX & IA

programming

Testing

• UAT & QA

testing

• Analytics

configuration

• Google Analytics

• Yandex Metrika

• IBM TeaLeaf

• RFMP analytics

• Scoring

• Predictive analysis

• CRO

• SEO analysis

• Organic marketing

• Social media marketing

• PPC management

• Email marketing

Ongoing

Ongoing

technical

support

• Trigger campaigns

• Loyalty programs

• Dynamic email template

generation

• Push & pull campaigns

Launch

22

Marketing Solutions


Corporate responsibility

• Itella is a reliable and open bearer of responsibility

• Itella’s corporate responsibility principles are based

on

• Values

– Succeeding with the customer

– Driving for improvement and innovation

– Taking responsibility

– Winning together

• Code of Conduct

- Compliance with laws and regulations, the

applicable

• principles of fair business, non-

discrimination and

• equal opportunity

- Avoidance of conflicts of interest

- Prohibition on unethical commercial practices

- Environmental responsibility

• All Itella employees and partners comply with these

values and ethical principles.2015 Itella in Russia23 Solutions for eCommerce

MEGATRENDS• Postal industry turmoil

• eCommerce explosion,

while consumer decides

• Russia as a growth market

• An era of slow growth in

Europe

STRATEGIC

GOALS• High value solutions

for customer

• Market leader with

profitable growth in

Finland and in Russia

• The engine of

eCommerce

• Step ahead in postal

industry transformation

• Best workplace

MISSIONOur mission is to provide

smooth flow of trade and

ease of everyday life.

CUSTOMER PROMISEEasy, fast, reliable and

responsible.

VALUESSucceeding with the customer

Driving for improvement

and innovation Taking

responsibility Winning together

Our vision 2020Your first choice in postal, logistics

and eCommerce services.

Services for

senders

Services for

receivers

Warehouse and delivery services

FOCUS AREAS• Safety

• Customer experience

• Operational efficiencyOpusCapita is an essential part of the Group,

with a role to increase shareholder value, and having its own vision.

24 Solutions for eCommerce2014

25

Contact us

Head office in Russia

143080, Russia, Moscow region

Odintsovo distr., Lesnoy Gorodok

8 Energetikov St., build 3


Dmitry Lobanov

Head of E-commerce, Russia

Tel. +7 (499) 926 53 00 ext. 7707

Mob. +7 (968) 531-05-64

[email protected]

[email protected]

www.itella.ru

mailto:[email protected]

mailto:[email protected]

http://www.itella.ru/

Solutions for eCommerce Russia_services for eCommerce_2016 EN... · Group Foundation 2 2015...

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