Good morning, everyone. Hello and welcome to this FedEx webinar where we'll be covering the e-commerce journey from your e-shop to the shopper and how FedEx supports you with best in class products and solution. Let's start with a brief introduction, it's 10:30, so I think we can kick it off as the last people are joining FedEx the world on time. So let's go ahead. My name is Mike Ruckert, I am the co-owner of our flagship e-commerce service called FedEx International Connect Plus and this is also known in short as FICP. Today we are joined by my lovely colleague Akanksha. Go ahead, Akanksha. Hi, good morning. I'm Akanksha Padhi, I'll be co-hosting this webinar along with Mike and I'm the product owner of our delivery management tool and will be taking you through the tool and other shopper-experience related capabilities today. Back at you Mike. Thank you so, for today, before we get started, I will shortly walk you through the tools that you can see on your screen. You can click on each icon at the bottom center of your screen to use that tool or click again to hide it. First of that one is the MEDIA PLAYER where you will be seeing your speakers, Akanksha and me. Then we have the SLIDE SHOW button. This contains the key story slides of the parcel journey for today. Then we have RELATED CONTENT, which is where you can access our downloadable resources related to the topics that we will be covering for you today. These are available during and also after the webinar. We have EMOJIS for sharing your reactions with us in real time. Our speaker BIOGRAPHIES and the Q&A button and the Q&A button is a very important one because there you will be able to drop your questions for us to pick up. Towards the end of the webinar we have the HYPERLINK icon and this will lead you to the FedEx e-commerce homepage, the REQUEST A QUOTE icon. This will lead you to a short form to fill out, where we will call you back to understand more about your business needs, volumes, shipping destinations so that we can offer you tailored rates. I also have a small teaser for you: We will be giving away 5 free FedEx International Connect Plus test shipments. More details on that at the end of the webinar. So this is what today's parcel journey will look like: We'll take you through the shipment creation, going through customs, notifying your shopper delivery options and of course when you need it returns. We will be showcsing the benefits of FedEx International Connect Plus, as I said, our dedicated e-commerce service. And at the end there will be time to answer your questions. Now let's set out on our journey along with a parcel. And before we get going, this is how we will run the interactive webinar. I have a question for you with a poll. Here we go. Where are the most of your e-shoppers from? So where do you ship most of your shipments to? To which destination is it? A Europe, B Asia, C USA and Canada D Latin America, E Australia, F the Middle East? And the list keeps going. The last one is G Africa. And I will give everyone some time to vote and then let's see where we will be taking our package for today. And the votes keep coming in. I see. We'll give you the last 10 seconds, get them in. And there are literally hundreds of them. So that's very good, very interesting. Last chance 3, two and one and let's see what the results say. So for today, it seems that the most of your shoppers come from Europe with 70.4%. Second is the US and Canada and in 3rd place we have Asia coming in. OK, so we will take it. We'll be taking our parcel through Europe today and let's see how that works with FedEx. We connect to over 220 countries and territories with customs clearance expertise specific to each of these. We are renowned for our services to the US, yet even within Europe or to Asia, you name it, we can help grow your business to grow across the globe. So as we're moving through Europe, we're going to look at our next poll and that will pick the transit time you would like to offer a checkout from Europe and let's take Great Britain as the destination for the European region. So let me open up the poll for you. In the overview, we have option A 1 to 2 days, option B, 3 to 5 days, delivery time or C 6 days or more. And feel free to cast your votes and choose your preferred speed of delivery you would like to offer. And the votes already coming in swiftly looking very good. Keep voting already half of the watch is already voted, means there's still some space left for your votes. I'm going to do the countdown in 5... 4... 3... 2 and 1 last chance and we will close the poll and let's see what the results gives us. And we have, oh, it's actually quite close to each other. 1 to 2 days, 51.3% in terms of delivery time for Intra-Europe, then a close second 3 to 5 days at 44.4% and beyond 6 days is really smaller percentage. So very clear what we would like to offer our shippers, very interesting. Thank you for voting and let's see what we have for you today. Of course, it's important to use the matching service to the delivery speeds you commit on your website and FedEx offers a variety of services and it's important to understand the difference between those services. So let's have a look at our 3 e-commerce service options and we will start with FedEx International Connect Plus. We developed FedEx International Connect Plus specifically for B2C deliveries. It sits at the sweet spot balancing speeds of delivery and price depending on the selected origin and the destination. We offer deliveries within Europe in 1 to 4 days, to the US in 3 days, Canada in 4 days and to the to Asia specific and the rest of world in 3 to 5 days. In case you need fast and time definite deliveries, we got you covered with FedEx International Priority where we offer next day delivery within Europe up to 2 days to US and Canada and 2 to 4 days for the rest of the world. So if you need speed, we got speed as well. In case the delivery is not that urgent and you're looking for an even more cost effective solution, then we have FedEx International Connect also known as FIC. It's a service which is ideal for standard e-commerce with a day definite transit where the last mile delivery is handled by local postal service providers. Within Europe, the speed is 2 to 7 days, 3 to 9 days to North America and rest of worlds in 3 to 10 days, depending on which postal code you're shipping from and to. So a very clear overview of the services that we offer and now we will move on to further create your shipment. So again, we will be starting a poll and we will be asking you your preferred solution to create shipment labels. So remember, our parcel is traveling to Great Britain and we will take our ideal e-commerce service FedEx International Connect Plus and then let's see how we will create the shipment for your parcel and I will start the poll for you. So you can have your votes and the options that you have are A, create the shipments using a free online tool of your preferred carrier; B, an online tool from a tech company for example, Ship station; C, through your own software using API Connection; D, via your e-commerce platform using for example Shopify... and you are able to cast your votes and I see the votes ramping up. Again, everyone's very active. It seems that everyone had their morning coffee before we started the webinar, so that's a good sign. They keep coming in looking very good. 2/3 already voted the audience. I will give you the last few seconds in 5... 4... 3... 2 and 1... and your last time chance to vote. Here we go. I will close the votes and let's see what the results are. So the preferred solution among the audience is using a free online tool with your preferred carrier by far 65%. So basically, 2/3 of the people that are watching today are using this tool. Then a good second through your own software, using APIs. And then the other options coming quite close using an e-commerce platform or using an online tool from a tech company like ShipStation. OK, very interesting. So let's take those answers and go forward in our parcel journey today. Here we go. So with FedEx you have multiple integration options to connect your online business with our shipping and delivery services and of course to create your labels. And we start today with the first option which is FedEx Ship Manager and luckily with the votes good for you to know. It's a free online shipping tool which makes it easy for you to manage e-commerce shipments through your FedEx account. The information of your orders are pre filled for quicker label generation and FedEx Ship Manager supports some of the world's largest e-commerce platforms and marketplaces including Adobe Commerce also known as Magento, BigCommerce, PrestaShop, Shopify and WooCommerce. Then on top of that, the second option and that is to use compatible solutions and if you're currently using or considering to use third party solution software, we as FedEx work closely with multiple providers to ensure that FedEx services are pre-integrated and directly available for you to use. From large providers like ShipStation or Centiro to e-commerce plug-ins like Plug In Hive, we ensure that FedEx is available in your solution of choice. You can find which integrated solutions are FedEx compatible solutions on our fedex.com pages. Last but not least and I will again refer back to the poll: FedEx APIs, in case you prefer to do the development in house on how FedEx services are integrated. This is done using the APIs and the support of our Customer Technology team. You can integrate FedEx deeply within your own system or application and configure how custom logistics flow. FedEx Developer Portal allows you to pick and choose from a wide range of APIs and provides implementation guidance, code samples and as well as best practices for you to use at your convenience. We will be going into more detail about how to connect your e-store or marketplace with FedEx in a separate connectivity webinar. And this webinar -mark it in your agendas- will be taking place in June. You can follow FedEx Europe on social media to make sure you don't miss it. So write that down: in June, it's coming. OK, everyone's favorite topic I'm pretty sure: Clearing Customs. You need paperwork for your international shipments and these basically act as a shipment's passport. The key to making sure your parcel arrives at the time that it's at the time that it's expected to arrive is through thorough and accurate documentation. We make it our mission to make sure that your e-commerce parcels can cross borders without any delay. And actually, of course you could have guessed we have two great tools to make life easier for you because at FedEx we love clearance and we are very good at it. So let me show what we offer. So we have online tools and resources that help to verify that your shipments comply with the customs regulations of the destination country and ensure smooth customs clearance. And these two solutions are FedEx Electronic Trade Documents, also known as ETD, and International Shipping Assist. The Electronic Trade Documents solution is very simple entry. It ensures you can upload and transmit customs documentation electronically and ahead of your shipments. You save time since you don't have to print and attach these documents to the physical parcel, also minimizing costs and your carbon footprint by reducing paper and toner use. The Electronic Trade Documents solution notifies you in case you are required to attach additional copies to your package. This is based on the origin and the destination. This will be confirmed at the moment of label creation. Also you can upload your own customs documents or use FedEx generated ones and customize them by uploading your company letterhead and signature image. On the left side of your screen you will see Electronic Trade Documents highlighted in our FedEx Ship Manager at the creation of shipments and this is ticked by default. So if you take a look at the screen and we made sure for you that you know where to look at when we're talking about ETD, then the other free tool and this tool is FedEx International Shipping Assist. And here you can basically fill out information about your international shipment to receive your Harmonized System Codes, also known as HS Codes. You will get estimated duties and taxes and you will get custom documentation requirements. So now that we are going through clearance, I would like to go over 2 important terms that are basically very important for e-commerce and probably very familiar to all of you. The first one is DDP also known as Delivery Duties Paid and the second one is DAP, Delivered-at-Place and this is also formerly known as DDU delivery duties. On page. With delivery duties paid, it indicates that you as the seller will cover duties, import clearance and any taxes under Delivery-at-Place. the buyer bears these costs and taxes of import clearance and now as we move on, I would like to understand what is your preference for your parcel, how to go through clearance and we will launch the pool for you to give the options. The first option Delivery Duty paid or would you like to send your parcels with the Delivered-at-Place option for your shoppers and I will give you some time to think about this choice. But I see very much again the votes coming in now. I'm loving the energy here because everyone is on top of the keyboard it seems it goes very fast again. So keep the energy up, keep voting. Over two third already... and then I will give you one last chance to cast your vote in 3 to 2 to 1... Last chance I will close the vote. So let's see what the results tell us. So the Incoterm that you prefer as an audience to send your parsels with is Delivered-at-Place DAP. Very interesting. And let's see how FedEx can support you and what tis our advice on this. Working in logistics, we recommend that you send your goods Delivery Duty Paid using our dedicated FedEx International Connect Plus service And that's interesting, right? Seeing the votes... And why do we advise this or why do we recommend this? The Delivery Duty Paid option takes the responsibility away from the shopper and means a quicker, smoother delivery, particularly with the support that FedEx provides you to streamline administration and the documentation. It also means a better shopper experience which also leads to increased customer satisfaction and a higher loyalty. So now that our parcel moved through customs and we looked at Delivery Duty Paid and Delivered-at-Place, I would like to hand it over to Akanksha to cover parcel visibility, notifications and out of home delivery points. Over to you, Akanksha. Thanks, Mike. So I'll be taking you through the delivery management tool and how we can go ahead and notify your shopper. But before I go into the delivery management tool and delivery options, let's ask another question. You value the most A, My brand or logo on the delivery notification; B. Estimated delivery time window; C, flexibility with the delivery address; or D, out of home pickup point. I'll give you a few seconds and a few more seconds before I start off the countdown. All right, starting the countdown now, 5.. 4... 3... 2... 1. Let's see what the results look like. So we see that the maximum we got was for estimated delivery time window, which is 75.4% wanting that. And then we had flexibility with delivery address 14.3%, out of home pickup points at 5.6% and then finally my brand or logo on the delivery notification. Well, the good news is that FedEx FedEx Delivery Manager helps you cover all of these. So let's get into it. Now what exactly does FedEx Delivery Manager do? So the benefits for you as a retailer would be that it helps you improve the first time delivery success rate, which is that we are able to deliver your parcel in the first attempt itself. Then there'll be automated process automating your process for you. And then finally how to it helps you improve customer satisfaction and loyalty. Let me take you through how you can do this. So FedEx Delivery Manager is a delivery management tool dedicated to help shoppers seek ownership of the delivery by allowing them to manage when and how the package will be delivered, while keeping them updated through e-mail or SMS about the important milestone related to their package. Now all of this sounds good, but how does it help you as a retailer? Well, there are four key points, the first one being it helps you automate notifications to your shoppers. Well, one last thing for you to think about. Second will be more successful deliveries. As I said earlier also just now that in the first attempt itself, you're able to be able to deliver more deliveries thanks to shoppers being able to manage the deliveries around their own schedule and suiting their own needs. Then three would be free of cost customization. So this is key. We provide two kinds of customizations completely free of cost. One is adding your logo to the notification we sent out to your shopper that helps you with your branding, better branding and be controlling which delivery options are offered to your recipients depending on your needs. And an example could be that you think that your packages are quite expensive, so you do not want certain options given such as delivered to neighbor. You would rather prefer the package to be delivered to the right person. So we can control this for you depending on your choice. And then fourth would be improved customer experience and loyalty, thanks to complete visibility and control that we give to your recipients and the branding that we provide to improve the loyalty. And if that is not enough, you can also choose to be informed in any of your shipping tools, any of our shipping tools, once your recipient receives their packages, that you have complete peace of mind that your parcel has been successfully delivered? That is what is there for you. But then enough about you, what is in it for your shopper? Well, the shopper benefits too. If you choose to go ahead with FedEx Delivery Manager, the shopper benefits by firstly they can be notified about the shipments via e-mail or SMS. And then the other part will be we start doing this the moment we pick up the package. So the moment we have a package from you, we start notifying the shopper that "Hey, we have your package, it's going to arrive on the state and this estimated delivery time. And in case that date and time does not work for you", we also provide a link in that notification itself, clicking on which your shopper can go ahead and manage the delivery, suiting their time, needs and also what is convenient towards them. And we also send a notification telling them that we have successfully delivered the package. The options that we provide are all free of cost and the options that we include are one is delivered to another address. If your shopper is shopping is being delivered within Europe, within the same country, they can choose any other address. Let's say the package was going to London, they can select Manchester. This will be completely free of cost and but of course they cannot go ahead and choose for example from Manchester to Amsterdam. That's a different country. So within the same country we allow a change of delivery address. The other is delivered to a pickup point. We have retail points which can help the customer decide whether they want it delivered in an out of home delivery. And in that case they should be able to pick up at their own convenience whenever they want at a retail point close to their place, but at a safe place. Let's say they're not going to be home and they say they're secure enough, so could your career please deliver the package, let's say the garden or under the staircase. That is possible. Then the next one would be, I'm sorry, this has jumped. Yeah, the next one would be delivered to a neighbour. They could say that hey, I'm staying at #2 and we can do that. Then they can provide driver instructions. If they feel that you know what, they can provide some more instructions to help the courier make the delivery more easily, such as providing intercom codes or gate numbers. They can do that. And then they can also select on completely different day. They say I'm just not going to be home and let's say tomorrow, can you please come the day after tomorrow? We can support that. All these options as said and if you want to know more about these, you can watch our webinar on tracking and the FedEx Delivery Manager tool capabilities available in the Related Content section on the lower right hand side of your screen. And now let's go ahead and discuss more about so out of home deliveries, as you know that many times your shopper is just not going to be home. So in that case out of home deliveries bring a next level comfort and we can help this you know by having alternative locations available. For example, we have the options for delivering to a neighbor or a secure place. But here I would like to specifically talk about how the Out of Home deliveries done via FedEx owned locations which is staffed by our own team members, third party locations such as pharmacies, supermarkets and convenience stores close to the address or lockers and drop off boxes which are available 24/7. We have more than 261,000 FedEx locations worldwide and 40,000 in Europe itself, where shoppers can direct parcels to or drop them off for returns or delivery. This means there's always an accessible location convenient or can be open at convenient times. In Europe, 75% of our locations are open after six, which means you can always happily go after your work or school to pick up the package if they're still there. And then we work with a network of partners across Europe and the world such as Collect Plus in the UK, Mondial Relay in Belgium, France, Luxembourg and Spain, Walgreens in the US and Hive Box in China, just to give you a few examples. You can also access the webinar on our retail solutions in the Related Content box on the on the lower right hand side of your screen in the PDF titled "Access Previous Webinars". Having spoken about this, this brings us to the end of our parcel's journey, Unless the shopper wants to return it of course. And in that case, I'll hand it over to Mike, who will take you through the options. Absolutely. Thank you AKanksha for the update and the very useful information here. And as we go on with our parcel, we're going to have a look at a seamless returns process. I'm going to do that. I promise you. We're almost there in terms of the poll, we have one more poll for you today. So which of the following options do you offer to your shopper for returns? Option A, a label already physically available in the box. B, the shopper to print a label. C, a link to a label which can be edited or D, I do not offer returns. So we are very interested in this one for the audience as well to see what is the preferred way of doing returns, what works best for you, what works best for your shopper and how it can be made as easy as possible. As the shipment now moves through the network. I see we're doing very well again in terms of response. So cast your vote, very good. 2/3 already answered. Give it a few more moments, give it a bit of fear of missing out for everyone because then we will be closing the votes in three, two and one. And let's have a look at the results. So the preferred option is don't offer returns. So that would mean that once the shipment has been sent, it will be staying at the receiver. Then the second option is for the shopper on their side to print the label. Then a strong third, a label already in the box solution and the last one would be a link to the editable label. OK, very interesting, very good. Market research shows that e-commerce returns though are a crucial elements of the e-commerce business model and customer journey. Real story: I have a friend who ordered 5 suits five. I'm holding up five fingers for his brother's wedding and he tried them all on, picked one, and then returned the other four he actually didn't like! So, returns: Long story short, e-commerce shoppers expect a seamless and simple return process, and part of this is giving your shopper a choice of convenient returns options to suit their individual preferences. Our solution at FedEx gives the option to control your returns by linking them to the original shipments and with that we offer three options for label generation. First option as I mentioned label in the box solution where you as the e-tailor will put it in the box before you ship and ship it out with the product that you have sold. Second, for you to generate the PDF label and then e-mail it to your shopper to print at home or at a FedEx location as well, as an option. Last but not least, the third option for a link to an editable label. This is where the shopper fills out the information on the returns label web page and then can print it at home or as well at a FedEx location. For more details on returns, you can watch our recently recorded Returns Webinar and this is available for you. And if you take a look at the Related Content section on the lower right hand side of your screen there is a PDF and it's titled "Access Previous Webinars". There you will find the link to the recording and where we really deep dive into the world of returns. Moving on, once the returns label is printed, the shopper has complete flexibility over how they return the parcel. They can either schedule a pickup via FedEx online or drop it off themselves at FedEx location. Either way, it's a guarantee for a simple and speedy way of returning the shipment. And with that, we are ending our journey with our parcel for today and I see we're nicely within time. So that's very good and we still have something more to offer to you today. What is next? What is next for FedEx, the team, we do not stop from where we were today. We're constantly improving and expanding our services and updating our capabilities to deliver a better experience for you and your shoppers. So keep following us closely and see what is next. Further for today, I would like to give you a small overview of what we have discussed. FedEx is your one stop shop. We make shipping easy for your e-business from connecting your store or marketplace. So connecting to FedEx to generating your commercial invoice for clearing customs with reliable and fast delivery services. The three options we provided you in terms of available services and we will be providing you with faster, easier and more automated ways to track, manage and return your goods. So with that, we close the journey for today. We do not close the webinar yet though, because if you would like to join the club, it's easy to get started and start shipping with FedEx. And for today, there's two ways to do so. 1st, on the left side of the screen, the serve self-serve routes and it's very straightforward to open your account at FedEx.com with a 40% discount and start shipping straight away. It's super quick. You only need to use your credit card info for the self-serve route and you can also find a clear path to open this account online, e-commerce or FedEx International Connect Plus web pages online so you can use the browser as well. In case you are not able to use the QR code. Then the second offer, and these are for personalized rates, so using that QR code you can get rates sent to you tailored to your business needs, the destinations you frequently ship to, your average volumes and overall shipping frequency. So in order to do so, you will need to scan the QR code, the right one to fill out a short form and a member of our sales team will contact you to discuss your business needs and work on that personalized quote for you. You can find all of this and more information on what we covered today, again in the Related Content section of the bottom of your screen. OK, and then to sweeten the deal, as I mentioned earlier there will be a free test shipment draw for five businesses from those who have successfully submitted a quote request using the right QR code from the previous slide. If you simply write I Love e-commerce with FedEx, we know how to use our tech lines in the your message fields and you will see that popping up on the screen where that exactly is as well. Once you do that, while you request your finalized personalized offer, you will be added to the draw. This will be an automated draw where we use our Random Picker tool of gigacalculator.com and the winners, the five winners will be chosen among those who successfully submit the form. You will be contacted by FedEx to arrange your test shipments. Important to know there are requirements to be eligible for the test shipment. One of course for the parcel to be a B2C shipment with goods shippable on the FedEx International Connect Plus service. We left out dangerous goods items and we're looking at international and Delivered Duty Paid shipments. Please note that the draw is for the free transport only and excludes DDP costs. Further, we're looking at shipments under 32 kilograms and within the size limits as shown in the screen. Further, we are looking at a single piece and a conveyable shipment. And I saw in the chat there was a question on the sizing. And I think with the slides make a screenshot or look afterwards at the slide deck and then you will know what the size limits are. And then we have a last few minutes where we'll be able to take a few questions and answer them live. So if you haven't already, feel free to put them in the Q&A tool at the bottom of your screen. And while the last questions are coming in, I would like to kindly remind you to help us and fill out the two-question-survey at the end of this webinar and that will basically help us improve on our upcoming webinars. OK, let's have a look at the questions. And give me a moment to see which one we will be taking on live and let me see what we can take for you. Oh, we have a lot of good questions. And then one question I can take, do we ship FedEx International Connect Plus to Guatemala? And the answer is yes, we do. So as we said earlier in the webinar, we cover pretty much, if it has a postal code, we cover it. And in case of the FedEx International Connect Plus service, it is indeed available at the destination. And further, the last question we can take, let me see if we have a good one. Can I take one Mike? Absolutely Akanksha. Please go ahead. Be my guest. We got this question that's do we allow deliver at another address? Yes, we do as discussed, we allow "deliver to another address" all free of cost. What this would mean is if your parcel is going towards Germany, any destination in Germany. The recipient/the shopper can decide on any other address in Germany itself to another address in another country, another destination country. So indeed, yes, we do allow deliver to another address option. Thank you. Amazing, thank you Akanksha. I have one question on returns and the question is for how long is our is the return label valid? And the answer to that is that the return label is valid as long as your account is active. So it's a very good question indeed. In case you are shipping those shipments with returns options, then with that and also seeing the time I would like to close off for today. I would like to thank you for your attendance today. And again, don't forget you can download more information in the Related Content section at the bottom of your screen. And still, if you have questions which we didn't answer live, the team is working on the background in the chat still. But in case you would like to have more answers, feel free to reach out to our sales team in case you're interested in any of the solutions we covered today. And you can use the Contact Form, the last icon on your toolbox at the bottom of your screen. That's the one that's the way to go to get this questions on your side answered. Thank you and I wish you an amazing rest of your day. Goodbye. _1732404098863