New buyers. New channels. A new marketplace.

Transcription

1 New buyers. New channels. A new marketplace.

2 A new marketplace is required to enable seamless omni-channel transactions. 1

3 The way some human services are provided to Australians is changing Funding allocation is moving from providers, to the individual consumer Hundreds of thousands of individuals will now be purchasing for their own needs Consumers will have more choice and control over how they spend their funds Providers will have the opportunity to reach this new group of buyers. 2

4 The potential value for customers, providers and agencies For customers it s about having one place to compare, select and transact directly with providers. Choice choose from hundreds of providers in one location Confidence providers are validated for value and quality Freedom switch suppliers anytime Peace of mind payment options. For providers it s about being able to showcase their services and grow their business via a new channel. Support promotion, advice, events, training and a streamlined, booking system Efficiency an online presence without the associated costs Opportunity the ability to target and reach consumers Feedback for product / service quality and enhancement. For government agencies it s about effective policy implementation. Citizen engagement the ability to gather data to learn more about citizens Citizen experience deliver choice and freedom to citizens and improve the perception of government services Provider management monitor provider performance for quality and efficiency Cost management remove the high cost structure of physical search and transaction. 3

5 Key features and benefits for customers and providers For customers Access to community news and events Compare and buy products and services Integrated booking service Access to a range of sellers for advice, information and request for quote Easy to join Trusted products and services providing peace-of-mind Face-to-face interaction and support (via retail channel) if needed The confidence of secure payments. For providers The confidence of identity verification and authentication (of providers and consumers) Cost reduction through technical and business operations management Business growth via access to a wider audience The convenience of quick and easy onboarding and an integrated booking service Business support through training and events The convenience of a secure payments platform The convenience of multi-channel (online, mobile and retail) interaction or access. 4

6 We ve developed marketplace solutions for various segments Connecting communities and individuals with local producers Supporting Australian Small Businesses. Key features Delivery choice Newsletters Maps Self-service profile management Federated identity with Facebook Inbox Fulfilment preferences Social media integration and communities Online registration Shopping basket Online payments Address validation Tiles view Categorisation Feedback / ratings Supporting and building awareness of good causes Connecting people with not-for-profit organisations. Key features Create / manage store FAQs Online registration Newsletter Social media Integration and communities Marketplace support operator Product filters Tiles view 5

7 Connecting Australian retailers to the Chinese market TMall has connections with more than 50 retailers, such as: Blackmores Vitamins, Cullen Wines and Jeanswest. Key features Create / manage store FAQs Product filters Price sliders Tiles view Accreditation services Warehousing and shipping integration Translation services (English to Chinese) Publish to multiple marketplaces Support services for back office Customer services 7 days a week Focused on building relationships with local communities Supporting local businesses, including Licensed Post Offices. Key features Social media integration and communities Product filters Price sliders Tiles views Product tiles auto-load Location finder Categorisation Community events 6

8 Marketplace framework Customer (Profile and preferences) Provider (Products and services) Industry Marketplaces Customer wallet and loyalty services Request a quote Community Events Data and insights Simple checkout and payments (Stored Payment Instrument) Appointment booking (Omni-channel service fulfilment) Flexible fulfillment (One-off Deliver 2 Me Service) Billing and invoicing Integrated tracking and delivery Customer relationship management (CRM), credentials and back office shared services Government and Industry policy / services We provide a holistic solution that connects customers with government and small and large businesses. Industry Marketplace Community Events Provider 7 Create and manage a consumer profile that encompasses single sign on, identity verification and secure notifications. Leverage integration to enterprise CRM systems single customer view / golden record. Customer Multi-channel engagement Identity verification Profile / preferences Notification and reminder services. Customer wallet and loyalty services Stored value account with multi-wallet features include additional payment instruments with ease of account top up and low balance notifications Pay for goods and services and accrue rewards. Request a quote Enhance consumer choice Offer customisable products Offer value add services. Connect and inform customers Run information sessions. Simple checkout and payments Leverage APIs for frictionless payments. Data and insights Payment analytics Market sizing Fraud detection and controls. Integrated fulfilment and delivery Variety of delivery service options Parcel lockers, home deliveries, in-store pick-up (including Post outlets) Divert parcels with Deliver-To-Me service Omni-channel Scan and Deliver service Reverse delivery services for refunds and returns Track and monitor product delivery. A Marketplace with personalised in-store experience. Appointment booking Leverage APIs to, enable customers to book appointments and pay via their nominated method. Flexible fulfillment Track and monitor product delivery. Billing and invoicing Manage payments Spend monitoring tools Funds disbursement Invoicing and reconciliation. CRM, credentials and back office shared services Leverage enterprise CRM platform. Government and Industry policy / services Implement policy changes easily Manage services to shape and inform the marketplace.

9 Marketplace solution offers Marketplace attributes Tier 3 Multi-channel Australia Post offering Retail Network Postal Network Small Business Enablement Services Community Watch over Services Installation Services Digital ID Moving Services Tier 2 Enhanced Marketplace features Inventory Management On boarding Services Federated log-in (single sign on) Enhanced User Experience Security and Hosting Live Chat Support Integrated Payments Change and Knowledge Management Integrated appointment booking Upselling Tools and Promotion Mobile first experience Consulting services (Co-design and creation) Managed services (Business and Technology) Tier 1 Core Marketplace features Provider Store Management Catalogue Management Search and Enquire Profile Management Basic User Experience to Responsive Design Ratings and Feedback Analytics Order Management Delivery and Fulfilment Basic Payments Community Events Appointment Booking Request A Quote 8

10 Customer user journey Meet Jamie * Jamie is a 32-year-old who recently suffered a permanent leg injury. He needs regular physiotherapy sessions and support products. Jamie logs-in to the Marketplace and verifies his identity credentials. He searches for a footrest extender for his wheelchair. Jamie compares footrest extenders based on price, location and ratings. He selects a pick-up and drop-off service for his physio appointments. Jamie uses the map to select a physiotherapist in his area. Jamie adds the footrest extender to his shopping cart. One footrest extender is 20% off and has positive reviews. Jamie uses the calendar to book a recurring appointment. At the checkout, Jamie selects an installation option to have his footrest extender set-up for him. He makes a payment and receives an order confirmation. Jamie receives detailed tracking information. Jamie was satisfied with the footrest extender installation and physiotherapist service and provides positive reviews. He is picked-up at the nominated time and dropped off at his physiotherapist. On the day of his physiotherapist appointment, Jamie receives a reminder notification on his phone. Jamie s footrest extender is delivered and set-up by a trained rep. 9

11 Provider user journey Meet Dave * Dave is a Small Business Owner who is not tech savvy but needs an online presence to help grow his business. Dave visits an Australia Post outlet where he finds information on Marketplace at the self-service kiosk. He goes to the Marketplace for more information. Dave signs up for face-to-face small business training to help him get started. Dave gets his 100 point Identity check done (either in store or online) and successfully registers to the Marketplace. Dave decides to register as a provider and completes the identity check. Dave now feels more confident to start his online business. Dave receives helpful tips and support at the training session. Dave receives a confirmation , a how-to guide and info about upcoming training sessions. Dave receives a call from the contact centre to see how he s going. Dave feels confident to set up his online shop. He has incorporated Australia Post s shipping and fulfilment services. * These are fictional characters who have been used to describe Australia Post s capabilities. Dave now has the potential to run a successful online business and continues to receive advice and support. 10

12 To find out more about our enterprise and government solutions, please visit auspostenterprise.com.au