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Aramex eTrends in the Middle East 2015

Shared by Omar Kassim··31 slides
  1. Slide 1: Arabnet 2015 Dubai IYAD KAMAL IYAD@ARAMEX.COM IYAD KAMAL @IYADKAM Confidential
  2. Slide 2: eBUSINESS TRENDS OPS, PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential
  3. Slide 3: eBUSINESS TRENDS GLOBAL ECOMMERCE SALES? % 15 Source: eMarketer
  4. Slide 4: eBUSINESS TRENDS REGIONAL ECOMMERCE POTENTIAL 43% 25 YEARS OF AGE COMPRISE ABOUT 60% INTERNET USER IN THE GCC ARE MAKING ONLINE PURCHASES ONCE A MENA POPULATION MONTH Source: Wamda
  5. Slide 5: eBUSINESS TRENDS WHY DO PEOPLE BUY FROM ABROAD? OPPORTUNITIES FOR REGIONAL ETAILER Source: eMarketer
  6. Slide 6: eBUSINESS TRENDS ARAMEX SPECIFIC DATA! SNS, ecommerce; domestic, regional, international
  7. Slide 7: eBUSINESS TRENDS WHERE ARE THE REGIONAL ECOMMERCE VOLUMES COMING FROM? Origin Destination % of total packages Saudi Saudi 31% Egypt Egypt 29% UAE UAE 20% UAE Saudi 14% 94% Source:
  8. Slide 8: eBUSINESS TRENDS VALUE OF ORDER? Intra MENA $102 Into MENA $139 willing to pay more shipping as variety has a price with duty % being an advantage Source: Aramex eCommerce Data
  9. Slide 9: eBUSINESS TRENDS WHAT DO PEOPLE BUY 2013 20% APPAREL SHOES BEAUTY SUPPLIES BOOKS/BAGS 2014 19% 19% APPAREL BEAUTY SUPPLIES TOOLS SHOES Source: Aramex Shop&Ship Data
  10. Slide 10: eBUSINESS TRENDS OPS, PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential
  11. Slide 11: OPS, PAYMENT & GLOBAL ECOMMERCE SALES? RETURNS COD VS. CREDIT CARD PAYMENT Year Credit Card Cash on Delivery 2011 29% 71% 2012 29% 71% 2013 27% 73% 2014 24% 76% It is still a COD m
  12. Slide 12: OPS, PAYMENT & PAYMENT MEANS USED RETURNS 2012 2013 2014 56% 52% 44% 35% 29% 23% 6% 16% 30% 3% 3% 3% Source: Aramex Shop & Ship Data
  13. Slide 13: OPS, PAYMENT & WHO PAYS ONLINE (SHIPPING) MORE RETURNS UAE 36% BAHRAIN 26% LEBANON 24% QATAR 23% SAUDI ARABIA 22% Source: Aramex Shop & Ship Data
  14. Slide 14: OPS, PAYMENT & AVERAGE DELIVERY ATTEMPTS RETURNS 2013 20% 2014 Card: 1 9% 9% 25% 1  COD: 1.88 50% 1.50  Source: Aramex Shop & Ship Data
  15. Slide 15: OPS, PAYMENT & LAST MILE PAYMENT CONVERGANCE RETURNS COD becoming POD With SADAD and mobile payment devices with couriers Source: Aramex Shop & Ship Data
  16. Slide 16: OPS, PAYMENT & MENA LOGISTICS RETURNS RETURNS Payment 2012 2013 2014 COD Credit Card 24% 7% 21% 7% 19% 8%  Source: Aramex eCommerce Data
  17. Slide 17: OPS, PAYMENT & TOP RETURN REASONS RETURNS No response 42% Bad address 13% Client not available 10% Source: Aramex eCommerce Data
  18. Slide 18: OPS, PAYMENT & EUROPEAN LOGISTICS RETURNS RETURNS Less Why? than 1% - Orders are made with credit card - Addresses are correctly structured in Europe and customers provide accurate
  19. Slide 19: OPS, PAYMENT & GROWTH OF PICKUPS RETURNS 17% from service centers as more pick up points become available Source: Aramex eCommerce Data
  20. Slide 20: OPS, PAYMENT & MYADDRESS RESPONSE RATES RETURNS Saudi: 25% UAE: 50% 31% direct impact on call center! Source: Aramex Operations Data
  21. Slide 21: eBUSINESS TRENDS OPS, PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential
  22. Slide 22: SOCIAL TRENDS WHERE ARE THE REQUESTS COMING FROM? 2013 2014 KSA 53% 65% KUWAIT 12% 5% 20% UAE 10% 5% 9% INDIA 25% 9% 4% 9% EGYPT 5% 3% 50% QATAR 4% 1% OTHER 9% 14% Source: Aramex S
  23. Slide 23: SOCIAL TRENDS CUSTOMER SERVICE REQUESTS? 2013 58% 78% 2014 68% 94% SM a main customer service channel! Source: Aramex Social Media Data
  24. Slide 24: eBUSINESS TRENDS PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential
  25. Slide 25: ALL NEW WHAT KEEPS US BUSY? Simple: delivery on time and at an affordable price
  26. Slide 26: ALL NEW FURTHER CONNECTING WITH THE CLIENT Focus: How to get them closer, physically and technically? (information and consistency) Client Courier Objectives: Objectives: - Satisfi
  27. Slide 27: ALL NEW ARAMEX KEY INVESTMENT AREA! TECHNOLOGY is making it happen (mobile in specific with more than 90% penetration) Why? - Mobile is your address! - C2C communication, bypass th
  28. Slide 28: ALL NEW LAST MILE SOLUTIONS / LAST MILE TO LOCKERS NEVER MISS A DELIVERY AGAIN! - Available 24/7 - 100% safe & secure - Quick, simple and fun - Cheapest delivery option
  29. Slide 29: Announcement!
  30. Slide 30: OUR NEW OFFERING to grow the industry… eCommerce Package o Classify clients by shipping tiers o Provide shipping rates based on tier volumes o Advance COD payment which equates to
  31. Slide 31: Thank You IYAD KAMAL IYAD@ARAMEX.COM IYAD KAMAL @IYADKAM

Aramex eTrends in the Middle East 2015 by Iyad Kamal. Delivered at ArabNet 2015 in Dubai.

Originally published on SpeakerDeck · 3,178 views. Counts captured on 8th November 2026.

Slide text

Text extracted from the preserved PDF. Charts and illustrations are shown in the slides above.

Slide 1

Arabnet 2015 Dubai IYAD KAMAL [email protected] IYAD KAMAL @IYADKAM Confidential

Slide 2

eBUSINESS TRENDS OPS, PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential

Slide 3

eBUSINESS TRENDS GLOBAL ECOMMERCE SALES? % 15 Source: eMarketer

Slide 4

eBUSINESS TRENDS REGIONAL ECOMMERCE POTENTIAL 43% 25 YEARS OF AGE COMPRISE ABOUT 60% INTERNET USER IN THE GCC ARE MAKING ONLINE PURCHASES ONCE A MENA POPULATION MONTH Source: Wamda - 25 Essential Stats on E-Commerce in the Middle East

Slide 5

eBUSINESS TRENDS WHY DO PEOPLE BUY FROM ABROAD? OPPORTUNITIES FOR REGIONAL ETAILER Source: eMarketer

Slide 6

eBUSINESS TRENDS ARAMEX SPECIFIC DATA! SNS, ecommerce; domestic, regional, international

Slide 7

eBUSINESS TRENDS WHERE ARE THE REGIONAL ECOMMERCE VOLUMES COMING FROM? Origin Destination % of total packages Saudi Saudi 31% Egypt Egypt 29% UAE UAE 20% UAE Saudi 14% 94% Source: Aramex eCommerce Data

Slide 8

eBUSINESS TRENDS VALUE OF ORDER? Intra MENA $102 Into MENA $139 willing to pay more shipping as variety has a price with duty % being an advantage Source: Aramex eCommerce Data

Slide 9

eBUSINESS TRENDS WHAT DO PEOPLE BUY 2013 20% APPAREL SHOES BEAUTY SUPPLIES BOOKS/BAGS 2014 19% 19% APPAREL BEAUTY SUPPLIES TOOLS SHOES Source: Aramex Shop&Ship Data

Slide 10

eBUSINESS TRENDS OPS, PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential

Slide 11

OPS, PAYMENT & GLOBAL ECOMMERCE SALES? RETURNS COD VS. CREDIT CARD PAYMENT Year Credit Card Cash on Delivery 2011 29% 71% 2012 29% 71% 2013 27% 73% 2014 24% 76% It is still a COD market and etailers promote it! Mainly domestic COD today but changing! Source: Aramex eCommerce Data

Slide 12

OPS, PAYMENT & PAYMENT MEANS USED RETURNS 2012 2013 2014 56% 52% 44% 35% 29% 23% 6% 16% 30% 3% 3% 3% Source: Aramex Shop & Ship Data

Slide 13

OPS, PAYMENT & WHO PAYS ONLINE (SHIPPING) MORE RETURNS UAE 36% BAHRAIN 26% LEBANON 24% QATAR 23% SAUDI ARABIA 22% Source: Aramex Shop & Ship Data

Slide 14

OPS, PAYMENT & AVERAGE DELIVERY ATTEMPTS RETURNS 2013 20% 2014 Card: 1 9% 9% 25% 1  COD: 1.88 50% 1.50  Source: Aramex Shop & Ship Data

Slide 15

OPS, PAYMENT & LAST MILE PAYMENT CONVERGANCE RETURNS COD becoming POD With SADAD and mobile payment devices with couriers Source: Aramex Shop & Ship Data

Slide 16

OPS, PAYMENT & MENA LOGISTICS RETURNS RETURNS Payment 2012 2013 2014 COD Credit Card 24% 7% 21% 7% 19% 8%  Source: Aramex eCommerce Data

Slide 17

OPS, PAYMENT & TOP RETURN REASONS RETURNS No response 42% Bad address 13% Client not available 10% Source: Aramex eCommerce Data

Slide 18

OPS, PAYMENT & EUROPEAN LOGISTICS RETURNS RETURNS Less Why? than 1% - Orders are made with credit card - Addresses are correctly structured in Europe and customers provide accurate addresses including postcode - Carriers can leave at a safe place or deliver to a neighbor if the customer wasn’t available Source: Aramex eCommerce Data

Slide 19

OPS, PAYMENT & GROWTH OF PICKUPS RETURNS 17% from service centers as more pick up points become available Source: Aramex eCommerce Data

Slide 20

OPS, PAYMENT & MYADDRESS RESPONSE RATES RETURNS Saudi: 25% UAE: 50% 31% direct impact on call center! Source: Aramex Operations Data

Slide 21

eBUSINESS TRENDS OPS, PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential

Slide 22

SOCIAL TRENDS WHERE ARE THE REQUESTS COMING FROM? 2013 2014 KSA 53% 65% KUWAIT 12% 5% 20% UAE 10% 5% 9% INDIA 25% 9% 4% 9% EGYPT 5% 3% 50% QATAR 4% 1% OTHER 9% 14% Source: Aramex Social Media Data

Slide 23

SOCIAL TRENDS CUSTOMER SERVICE REQUESTS? 2013 58% 78% 2014 68% 94% SM a main customer service channel! Source: Aramex Social Media Data

Slide 24

eBUSINESS TRENDS PAYMENT & RETURNS SOCIAL TRENDS ALL NEW Confidential

Slide 25

ALL NEW WHAT KEEPS US BUSY? Simple: delivery on time and at an affordable price

Slide 26

ALL NEW FURTHER CONNECTING WITH THE CLIENT Focus: How to get them closer, physically and technically? (information and consistency) Client Courier Objectives: Objectives: - Satisfied - Satisfied - Delivery on time - Deliver on time - Affordable price - Affordable cost

Slide 27

ALL NEW ARAMEX KEY INVESTMENT AREA! TECHNOLOGY is making it happen (mobile in specific with more than 90% penetration) Why? - Mobile is your address! - C2C communication, bypass the CC - Live tracking and avoid calls - Online payment, reduce cash management - Big data analysis: - Non payers - Not at home - Same address delivery, don’t call… App App

Slide 28

ALL NEW LAST MILE SOLUTIONS / LAST MILE TO LOCKERS NEVER MISS A DELIVERY AGAIN! - Available 24/7 - 100% safe & secure - Quick, simple and fun - Cheapest delivery option

Slide 29

Announcement!

Slide 30

OUR NEW OFFERING to grow the industry… eCommerce Package o Classify clients by shipping tiers o Provide shipping rates based on tier volumes o Advance COD payment which equates to paying of COD amounts upon shipping o July 1st 2015

Slide 31

Thank You IYAD KAMAL [email protected] IYAD KAMAL @IYADKAM

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