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Avon is one of the world's largest direct sellers 2
Avon s History In 1886, David H. McConnell, a door to door salesman discovered that people were more interested in his incentive free samples of perfumes than the books he sold. He founded the California Perfume Company and turned his attention to fragrance. In 1939, McConnell renamed the company Avon, after the birthplace of his favourite playwright, William Shakespeare And thus 3
Our products fall into 3 marketing categories Beauty (CFT) Cosmetics, Fragrances and Toiletries Fashion Fashion jewellery, watches, apparel and accessories Home Home products, gifts and decorative products 4
Key Focus Areas Supply Chain Representative Experience Simplification Agility and Responsiveness Service is paramount to our business 5
LEAN vs. Agility What is the difference? LEAN = To cut out all waste = Agility = Able to react to changing customer demands There is no difference it is probably just a better way to describe the end objective! A 3PL should also focus on lean and agility 6
Avon Service Level framework for logistics suppliers & 3PL 1. Business and Innovation Strategy 2. Service Expectations 3. Quality 8. Financial Objectives Avon Service Level Framework 4.Safety, Health and Environment 7. Execution 6. Planning Processes 5. Legal and Ethical 9. Performance Measurement 10. Continuous Improvement 7
Relationship with our vendors based in 4 pilars Logistics Cost Efficiency Offer Best Service Levels Logistics Costs Optimized Supplier base professionalized Focus on cost through synergies Continues Improvement in delivery time Communication with Representatives Incidents resolution Guarantee AVON Policy Compliance FCPA and Compliance procedures with supplier s base Health & Safety Social Corporate Responsibility Commitment Implement AVON best practices and technologies focused in B2C Track and Trace - POD System Focus on Technology Planning process Information 8
Avon Greece Improvement in customer service Home delivery 5 Logistics Suppliers Delivery in Athens area Private Fleet (8 drivers) Strategic Partnership with Delatolas Express for delivery in Athens area Majority of shipments are Cash on Delivery 24 hours delivery from the time order placed 9
What Customer wants? 10
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Customer Service Pilars Call Center Personalized SMS Customer Services IVR Facebook Same and accurate information through a POD real time data 12
Call Center Personalized SMS IVR Facebook Call Center with agents Access to POD Delivery Window Call Back Personalized SMS with Time window for delivery 2 hours Name of driver Mobile phone of driver Number of invoice Amount Interactive Voice Recognition System Number of voucher Time window for delivery Name and mobile phone of driver Account balance Availability of products Facebook page Number of voucher Time window for delivery Name and mobile phone of driver Account balance Availability of products All customer services related questions 13
Some KPIs for delivery in Athens area 95% on time delivery 88% on time delivery on specific time window of 2 hours 12% reduction on claims 10% reduction on phone calls in call center after personalized SMS implementation 11% reduction on phone calls in call center after IVR implementation Facebook page 6200 followers, 10500 answers within a year 30% decrease in cost per minute in call center 14
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