Indigo Lighthouse Group – Ecommerce Business Process Outsourcing
solutions to meet your business needs
Indigo Lighthouse 集团-电子商务业务流程外包方案，满足您的业务需求
Alan Cox, Chief Executive Officer, Indigo Lighthouse Group
Indigo Lighthouse 集团首席执行官艾伦·考克斯（ Alan Cox ）
Agenda 内容
•
The European Market opportunity
•
Indigo Lighthouse Group
欧洲市场机会
Indigo Lighthouse 集团
•
Company overview 公司概览
•
The Ecommerce Strategic Business Outsourcing Platform 我们的电子商务战略业务
外包平台
•
Core functionality and services 核心功能与服务
•
Unique regular subscription model 独特的定期订用模式
•
Our online retail platform – indigostarfish.com 我们的在线零售平台 –
indigostarfish.com
•
Why choose Indigo Lighthouse as your strategic Ecommerce Business Process
outsourcing partner? 为何选择Indigo Lighthouse 集团作为您电子商务业务流程的战
略合作伙伴？
1
The European online market offers an enormous opportunity for
Chinese companies 欧洲在线市场为中国公司提供了巨大机遇
•
EU online sales grew by a staggering 20% to £153 billion in 2010, representing 5.5% of overall
European retail trade 2010年欧洲在线销售额增长20%，至1530亿英镑，增长速度惊人，占2010年欧
洲零售业销售总额的5.5%
•
The UK is currently the single biggest online market in Europe, followed by Germany and France,
with these three countries collectively accounting for 70% of online sales in Europe 当前，英国是
欧洲最大的在线（销售）市场，其次是德国和法国，三国销售额之和占欧洲在线销售总额的70%
•
UK consumers spent circa £43 billion online in 2010, representing online sales growth of 12%
during the year and representing 9.5 per cent of all UK retail sales (Source: Kelkoo research) 2010
年英国消费者在线消费约430亿英镑，当年在线销售额增长12%，占当年英国零售销售额的9.5%（来
源： Kelkoo 研究）
•
Europe as a whole is predicted to grow by 19.6% in 2012 with forecasted sales of £172.8 billion
(Source: Centre for Retail Research) 2012年，欧洲总体销售额预计将增长19.6%，预计能达到1728
亿英镑（来源：英国零售研究中心）
2
EU residents are ready to buy from non-domestic online sellers…欧洲居民
愿意从国外网上商家购买产品…
•
•
33% of EU residents would make online cross border purchases if they could obtain goods
at a price better than is domestically available (Source: EU commission (March 2009)) 33%的
欧盟居民表示，如果能买到比国内价格更优惠的商品，他们愿意选择跨境在线购物（来源：欧盟委
员会（2009年3月））
•
In 2010, 64% of the German population made an online domestic purchase but only 8% of the
population made an online cross border purchase** 2010年，64%的德国人选择了境内在线购物
，而仅有8%的人选择了跨境在线购物**
•
Similarly in France 67% of the population made an online domestic purchase in 2010 whilst
only 8% of the population made an online cross border purchase**同样，2010年，67%的法国人
选择了境内在线购物，而仅有8%的人选择了跨境在线购物**
EU residents are ready to purchase goods cross border if they can buy them at a good
price 如果可以买到价格优惠的商品，欧盟居民就愿意跨境购物
**Source: IMRG, March 2011 **来源：英国互动媒体零售集团（IMRG）, 2011 年3月
3
…but the European market has challenges …但是欧洲市场也存在很多挑战
•
The EU is a complex market place comprised of 27 countries, each with their own customs and
tax authorities, speaking 23 official languages欧盟市场复杂，包含27个国家，并且各国都有自己的
海关和税务机关，官方语言就有23种
•
Without an EU footprint or the right expertise, it can be almost impossible to navigate successfully,
incurring significant costs and delays如果你在欧洲没有业务，也没有适当的的专业知识，几乎不可
能成功地运营，会造成巨大损失和延误
•
Increasing regulatory scrutiny and working in different time zones can also create barriers to entry
监管审查越来越严格，加上时区的差异，也为进入欧盟制造障碍
4
Indigo Lighthouse Group – company overview
公司概览
Indigo Lighthouse 集团—
•
Established in Jersey in 1998 - over 13 years ago – with circa 500 employees集团于1998年即
13多年前，建于泽西岛—员工人数约500人
•
Ecommerce Business Process Outsourcing (BPO) expert; ‘menu’ of services offered covers
‘end to end’ acquisition and management of the customer是电子商务业务流程外包行业专家；
集团提供全套服务，包括获得与管理顾客的‘端到端’服务
•
Systems built on a world renowned SAP platform enabling delivery of robust, reliable and
scalable BPO solutions公司系统依托世界知名的SAP软件平台，提供的业务流程外包方案稳健
、可靠并且可以扩展
•
Initial key specialisation in the para-medical sector with inherent high standards; today the
Group is the BPO partner of choice for a growing number of well respected national and
multinational European brands起初，集团主要为辅助医疗领域提供所需要的高标准服务；如今
，欧洲越来越多备受尊重的国内和国际品牌都选择我集团作为业务流程外包合作伙伴
•
Partner of choice for one of the UK’s largest optical chains for the last 13 years在过去的13
年中，我集团一直是英国一家大型眼镜连锁企业的合作伙伴
•
Partner of choice for Europe’s largest optical retailer是欧洲最大眼镜零售商的合作伙伴
•
Partner of choice for one of the World’s largest optical chains是世界最大的眼镜连锁企业之
一的合作伙伴
•
Business partnerships with a number of large optical buying groups throughout Europe与欧
洲多个大型眼镜购买团体都建立了业务合作伙伴关系
Indigo Lighthouse Group – company overview Indigo Lighthouse 集团—公
司概览
•
BPO ecommerce partner of choice for a diverse range of successful online retailers多个行业的成功
在线零售商都选择我集团作为电子商务业务流程外包合作伙伴
•
Bespoke services developed for, and used within, a number of thriving online business sectors
including我集团为众多蓬勃发展的在线业务领域开设了定制服务，使用这些服务的领域包括：
•
•
Healthcare 医疗
•
Veterinary 兽医
•
Insurance 保险
•
Jewellery
•
Media and publishing 媒体与出版
•
Office and household goods sectors办公和家庭用品部门
珠宝
Platform used to facilitate Indigo Lighthouse retail brand – Indigostarfish 拥有用来促进Indigo
Lighthouse 发展的零售品牌– Indigostarfish
•
Develop a retail brand 开发零售品
•
Customer database 6.5 million UK consumers 包含650万英国顾客的消费者数据库
6
Indigo Lighthouse BPO Ecommerce platform - built on market leading IT
systems Indigo Lighthouse 业务流程外包电子商务平台-依托市场领先的IT系统
Multi currency
Payment Management
systems多币种支付管理
系统
Sales, Marketing and
Brand Management
Support销售、营销以及
品牌管理支持
Fulfillment &
Multi Lingual
Pan European
International Contact
Distribution订单实现与
Centre多语国际联络中心
泛欧洲配送
Bespoke Commercial
Stock Management
Modeling &
& Inventory Controls存
Management Reporting
货管理与库存控制
定制的商业建模与管理报
告
7
Indigo Lighthouse BPO Ecommerce platform – core functionality and
services Indigo Lighthouse 业务流程外包电子商务平台-核心功能与服务
Database management and marketing support数据库管理与营销支持
•
Highly experienced marketing professionals我们有经验丰富的营销专业人才
•
Comprehensive database management - Customer behaviour intelligence, Customer
satisfaction intelligence, Competitor intelligence, Business intelligence, Data sharing and
Cross marketing综合数据库管理-消费者行为信息、消费者满意度信息、竞争对手信息、商业
情报、数据共享以及交叉营销
•
Dedicated Multi lingual key account managers专属大客户经理会说多种语言
IT IT 技术
•
World renowned SAP platform世界知名的SAP平台
•
Web-based applications基于网络的应用程序
•
Data management数据管理
•
Interface with dispatch facility界面有发货功能
International Financial Management国际金融管理
•
Over €260 million transactions processed in 2011 2011年处理的交易额超过2.6亿欧元
•
Payment collection and Payment management提供收款与支付管理服务
•
Direct Debit, Credit Card, Debit Card, Auto Giro, Electronic Bank Giro and Bank Giro提供直
接借记、信用卡、借记卡、自动转账、电子银行转账以及银行转账等服务
8
Indigo Lighthouse BPO Ecommerce platform – core functionality and
services Indigo Lighthouse 业务流程外包电子商务平台-核心功能与服务
Pan European Operations泛欧洲业务
•
Offshore and onshore Supply Chain Management and distribution 离岸和岸上供应链管理以及配送
•
Currently handle in excess of 200,000 SKUs当前处理的最小存货单位超过20万
•
Rigorous validation验证严格
•
Track and Trace linkage with Contact Centre货物追踪追溯与联络中心相联系
•
Stock management and dispatch forecasting – SAP systems ensure optimum stock management存货管
理与配送预测- SAP系统确保存货管理处于最佳状态
•
Vendor liaison与供应商联络
•
2011 - over 22 million packages dispatched on time every time with correct product received by over
99% of customers 2011年-配送包裹数量达2200多万，每次都很准时，有99%以上的客户收到了正确的产
品
9
Pan European operations - packages dispatched on time every time with
correct product received by over 99% of customers泛欧洲业务- 每次都能准
时配送包裹，99%以上的客户收到了正确的产品
✓All products utilise
Manufacturers bar-codes
所有产品都使用厂商条形码
✓Matched to product bar-codes
与产品条形码相匹配
✓100% scanning and validation
扫描验证率达100%
10
Quality Control质量控制
LENS PARAMETERS
Mr Customer
20 An Address
A Town
A Country
P12346
Instructions instructions instructions instructions
Instructions instructions instructions instructions
CLIENT
1
CLIENT
CLIENT
L
CLIENT
R
CLIENT
Despatch Note Printed打印包裹
附单
Product Picked挑捡产品
Customer Code Scanned扫描顾
客代码
Validation ensures all product
codes match prescription for
customer prior to sealing and
despatch封装配送前验证，确保所有
产品代码都与客户订单相一致
1234558744212447
Instructions instructions instructions instructions instructions instructions
Instructions instructions instructions instructions instructions instructions
Instructions instructions instructions instructions instructions instructions
Instructions instructions instructions instructions instructions instructions
Instructions instructions instructions instructions instructions instructions
0141 270 3510
Indigo Lighthouse BPO Ecommerce platform – core functionality and
services Indigo Lighthouse 业务流程外包电子商务平台-核心功能与服务
International Contact Centre providing award winning CRM我集团的国际联络中心赢得了客户关系管理
（CRM）奖
•
Currently servicing seven European languages - English, French, Flemish, Dutch, Swedish, Norwegian
& German – with capability in a further eight languages – incl Spanish, Portuguese & Polish当前，联络中
心在欧洲以7种语言提供服务，包括英语、法语、佛兰芒语、荷兰语、瑞典语、挪威语以及德语-并且有能
力以另外八种语言提供部分服务，其中包括西班牙语、葡萄牙语和波兰语。
•
Inbound & outbound telephony communications – over 1 million inbound calls handled and thousands of
outbound calls made打入打出电话通讯服务- 处理过100多万打入电话，打出电话数以千计
•
E-mail administration, White mail administration电子邮件管理，纸质邮件管理
•
Clients and Customers based in eight European countries为8个欧洲国家的客户与顾客提供服务
12
International Contact Centre providing award winning CRM Indigo Lighthouse
国际联络中心赢得了客户关系管理奖
First organisation accredited with the Customer Contact Association (CCA) New Global Standard &
WINNER CCA Global Standard World Class Excellence Award集团是客户联系协会“全球新标准”认
可的第一个组织，也是“客户联系协会”“全球标准世界级优秀奖”得主
13
Indigo Lighthouse BPO Ecommerce platform – core functionality and
services Indigo Lighthouse 业务流程外包电子商务平台-核心功能与服务
Commercial商业
•
Comprehensive Management information提供综合管理信息
•
Key Performance Indicators and action plan关键业绩指标和行动计划
•
Customer insight analysis客户信息分析
14
Indigo Lighthouse BPO Ecommerce platform - customer convenience
& support are paramount Indigo Lighthouse 业务流程外包电子商务平台
-客户便利与支持最为重要
Market
Intelligence市场
情报
Management
Information管理信
息
Personalised
Delivery个性化配
送
Logistics物流
客 Client 户
CRM
Control
Data
制
控 Management
International
Payment
Systems国际支
付系统
Knowledge
Management
Sophisticated
Stock
management
Systems先进的存
货管理系统
Online businesses
在线业务
Integrated
Contact
Management集
成联系管理
Unique subscription model – findings from independent European research
独特的订用模式-对欧洲进行的独立研究调查结果
Surveys continually demonstrate high satisfaction ratings:调查不断证明顾客对这项服务的满意度
很高：
•
94% of consumers rate the service as Very Good / Good 94%的顾客认为这项服务好/非常好
•
96% consider the service to be user-friendly 96%的顾客认为这项服务使用方便
•
Over three quarters feel they get great value for money超过四分之三的顾客认为这项服务物超所
值
•
79% purchased products elsewhere before the service 79%的顾客获得此项服务之前，曾从其他来
源购买过产品
•
94% would recommend the service to Friends & Family 94%的顾客愿意将这项服务推荐给了朋友和
家人
Source: Embrace 2010来源：Embrace 2010
16
业务流程
中国生产的
产品
产品运到泽
西，登记进入
Indigo 仓库
退货
顾客服务支持
关联公司
枢纽
数据分析
管理报告
顾客
中国伙伴的
欧洲网站
中国伙伴收到付
款
收取付款，
处理订单
关税 /增值税已
付
库存变动记入Indigo
系统 – 与伙伴方的
网站整合
挑出产品并且
配送给顾客
Indigo Lighthouse Group
– business model Indigo Lighthouse 集团-商业模式
Indigo E Commerce websites
Indigo 电子商务网站
Indigostarfish.com
Retailers looking to go on-line
希望进行在线销售的零售商
On-line retailers looking for
efficient, reliable and proven
infra-structure期望交易平台基础
设施高效、可靠、经过验证的零
售商
I
N
D
I
G
O
Ecommerce
transactional
platforms电子商务交易
平台
H
U
B
中
心
Manufacturers & Distributors
looking for direct to consumer
proposition期望直接接触客户的
生产商和分销商
18
Indigolife.com
Indigowork.com
over €22
超过22欧元
UK logistics
under €22
不足22欧元
Jersey Co
Structure
泽西公司结构
英国物流
Jersey
Logistics
泽西物流
Offshore Trusts
Data hosting
Jersey Post离岸
基金数据收存
泽西邮政
I
N
D
I
G
O
C
R
M
客
户
关
系
管
理
Indigo Lighthouse Group can help you get to market quicklyIndigo
Lighthouse 集团能帮助您快速进入市场
•
Offshore company formation and fiduciary structure – zero corporation tax成立离岸公司并建立信托结构零公司所得税
•
Data storage in secure offshore location数据存储在离岸之地，十分安全
•
Deep Sea goods shipment深海货物装运
•
Customs and VAT payment management关税和增值税付款管理
•
Warehouse storage and stock management – Indigo Lighthouse Group 仓库存储与存货管理
•
Pan European package distribution – Indigo Lighthouse Group泛欧洲包裹配送
•
Multi-lingual contact centre support – Indigo Lighthouse Group 多语联络中心的支持
•
Pan European payment management systems including unique subscription model - Indigo Lighthouse
Group欧洲付款管理系统，包括我们的独特订用模式
•
Flexible customer relationship management (CRM) platforms - Indigo Lighthouse Group灵活的客户关
系管理平台
•
Comprehensive management reporting - Indigo Lighthouse Group 综合管理报告
•
Database analysis - Indigo Lighthouse Group 数据库分析
•
Potential inclusion in existing online stores - Indigo Lighthouse Group您的产品有潜力在现有的在线店
铺销售
•
Access to marketing expertise for brand building - 19
Indigo Lighthouse Group品牌建设的专业营销知识-
Indigo Lighthouse Group – our services in summary Indigo Lighthouse 集团
- 服务总结
•
Unique subscription model独特的订用模式
•
Bespoke Customer Management Platform providing best in class CRM定制的客户管理平台能提供一流的客户关
系管理
•
Integrated International Payment Management Platform集成的国际付款管理平台
•
Award winning multilingual Contact Centre获奖的多语联络中心
•
Database management and marketing support数据库管理和营销支持
•
Administrative support行政支持
•
IT support
•
Supply Chain Management and Distribution供应链管理与配送
•
Pan-European Logistics泛欧洲物流
•
Fulfillment (B2C & B2B) – part of what we do to complete our end to end service offering订单实现（商对消、商
对商）-这是我们工作的一部分，旨在实现我们端到端服务的目标
•
Comprehensive management reporting综合管理报告
IT支持
Complemented by a flexible, multi-pronged integration model再加上灵活、多管齐下的集成模型20
Why choose Indigo Lighthouse Group as your Ecommerce Strategic
Business Process Outsourcing partner?为何选择Indigo Lighthouse集团作为
您电子商务战略业务流程外包的合作伙伴？
•
Breadth and depth of experience in all end to end services required for successful
online retailing我公司端到端服务的经验既有广度又有深度，这正是成功在线零售所必需
的
•
Business Process Outsourcing Partner of choice for many highly respected
international brands许多备受推崇的国际品牌选择我公司作为业务流程外包的合作伙伴
•
Seemless ‘fit’ with suppliers of other services required to set up business in Jersey and
retail into Europe能与必须在泽西建立企业并在欧洲开展零售业务的其他服务的供应商实
现无缝结合
•
Additional regular income model provided through Unique regular subscription platform
独特的定期订用平台能够额外提供定期收益模型
•
Additional opportunity to retail on indigostarfish.com, a recognised brand in the UK and
a growing brand in Europe在indigostarfish.com开展零售业务的额外机会，网站在英国
是知名品牌，在欧洲也是不断成长的品牌
21
Appendix
附录
22
Vision愿景
•
To be a global brand for customer excellence成为能够为顾客提供卓越服务的全球知名
品牌
•
To build enduring relationships with our clients and customers与我们的客户和顾客建立
持久关系
•
To continually invest in our excellent people and processes不断投资，培养优秀人才，
优化业务流程
•
And so drive enhanced corporate performance努力（从而）提高公司绩效
23
Our Mission我们的使命
To provide service excellence to our clients and customers
为我们的客户和顾客提供卓越的服务
To deliver this with passion and focus, in order to create sustainable, profitable
relationships用热情和专注来实现此目标，旨在打造可持续、有利各方的关系
And so build a strong Indigo Lighthouse brand
借此建设强大的Indigo Lighthouse 品牌
24
Indigo Lighthouse Group values Indigo Lighthouse 集团的价值观
•
Service to customers为顾客服务
•
Growth & development of our people让我公司的员工能够不断成长和发展
•
Professionalism in our actions & ethics恪守职业操守与职业道德
•
Quality in everything that we do我们所做的每件事都要保证质量
•
Profit through innovation, efficiency and productivity通过创新以及提高效率和劳动生产率获利
•
Create shareholder value为股东创造价值
“A nurturing environment which encourages professionalism and teamwork,
where surpassing customer expectations is the norm, profit is achieved and
where people enjoy coming to work” “公司环境培养专业精神和团队合作，
我们的准则是超越顾客期望，获得利润，让人们乐于来此工作。”
25