Your customers choose WHEN, WHERE and HOW

they want to receive their shipments

We are SEUR
We are SEUR

Reference Company Market share

above 22%
Pioneer company in the industry since 1942
The structure with largest network in Spain and
Portugal
Multi-expert mindset
International operational capacity provides a service
to 230 countries through the GeoPost network

Committed to our Highest client satisfaction ratio in the

customers market: above 90%

Pro-activity in delivery solutions

Adaptation to every customers need
Proximity and cooperation
Quality, reliability and customers full satisfaction
We are SEUR: Facts and Figures

Number of parcels we deliver Total revenue in 2016 Deliveries in 2016

every single day (millions)

636 107 MM
Delivery experts Fleet

4.100
350.00 7.100 vehicles

0 More information
New experience for the e-Buyers

1
Online shopping journey
6. e-Crossborder

LINK

1. A new experience
for the e-Buyers 5. e-Returns 8. Our commitment
with the environment
LINK LINK
LINK

2. e-Buyer decides
7. WOW online
WHEN
shopping experience
LINK
LINK
3. e-Buyer decides
WHERE
LINK 9. Customers
recognition and
4. e-Buyer decides e-Commerce Award
HOW
LINK
LINK
A satisfied e-buyer in their
online shopping experience is:
Loyal to the brand
Prescriber in social
networks

In short, an experience that

allows the increase of your
online conversion rate
SEUR e-YOU 5 pillars
Our ongoing challenge is to create the best possible customer experience

Consumer Centric

m-Commerce

Multi-channel
relation

Customization

Innovation

Sustainability
A complete and differential offer

The e- buyer has the last word to receive the order when, where ,how he wants

When Where How

NextDay SEUR Predict 1H:
At home Inflight options
SameDay
SEUR Pickup Live tracking
SaturDay
SunDay
Now Not at home solutions

e-Crossborder e-Returns
Without borders with DPD Group Delivery in 24h from collection
DPD Predict 1H: inflight options and live Home delivery or drop-off in SEUR Pickup
tracking in Europe store
DPD Pickup: 26.000 stores in Europe

Back to the
Beginning
e-Buyer decides When

2
 NextDay, Monday to Friday in 24 h

N 1 of B2C Express in the Iberian peninsula

with +33% of marketshare
25% revenue (150MM) in 2015
+25% growth in 2015
100% fully cover in Spain and Portugal
peninsula, Balearic Islands, Canary Islands,
Ceuta, Melilla, Azores and Madeira

Delegations Hubs

Ready to go network for e-commerce

Biggest network in Spain and Portugal
campaigns*:
8 Hubs
1,500 additional drivers
81 delegations in Spain and Portugal
Fleet backups
1.300 routes
Customer service backups
3.800 vehicles
High reactivity and flexibility in periods
6.600 employees and collaborators
of peak activity in online sales.

*Christmas and Sale January / June / July, Black Friday, Cyber Monday, father/mothers day
Now, SameDay, SaturDay and SunDay Geographical
coverage
1 hour delivery from the collection*.
Monday to sunday. Madrid M30-M40.

Delivery from 9 to 23 hours by the company-own personnel. Disponible en

Barcelona
Coverage M30-M40 (Available in Barcelona soon) prximamente.
Ecological Green Fleet deliveries (MOTO / CAR).
92% de la
Same day delivery. Comunidad
Autnoma de
Monday through Friday from 16 to 21 hours.
Madrid.
Cut-off: 14 hours.
Disponible en
Coverage: 92% of Madrid region. (Available in Barcelona soon) Barcelona
prximamente.

Saturday delivery of online purchases made on Friday. Todos los

destinos Espaa
Morning delivery before 14 hours.
y Portugal
SaturDay Coverage: all destinations in Spain and Portugal excluding Ceuta, excepto Ceuta,
Melilla and Azores. Melilla y Azores.

Sunday delivery of online purchases made on Saturday 92% de la

Comunidad
Delivery from 10 to 14 hours.
Autnoma de
Coverage: 92% of Madrid region. Madrid.

Back to the
* Delivery within 1 hour in m-30 from collection, within 1.50 hours m-40 from
Beginning
collection.
e-Buyer decides Where

3
SEUR Pickup stores, express delivery in 24 h

Average opening 6 days

+ 1.400 a week
Pickup stores in
85% saturday morning
Spain and Portugal 20% saturday afternoon
15% sundays

High density in the 4 Average opening time

online shopping 44 hours/week
main areas
80% before 10 hours
Catalua: 210
Madrid: 180 98% after 19 hours
Valencia: 150
Andaluca: 220
https://www.youtube.c
om/watch?v=G236P7
KTFUs
What is a SEUR Pickup store?

Recruited and trained by the standards of DPD group

Geomarketing selection of locations in strategic business areas
Traceability of shipments in real time in seur.com

Store profiles

Florist
Shoe
Opticians
Photograph
Dry cleaner
Travel agency
etc
With effective safety and security
Characteristics

Single
parcel

Sum of the Max. Weight:

sides<150 cm 20 kg

Geographical coverage
Peninsula: 24 h.
Balearic: 24/48 h.
Canary Islands: 48 / 72 h.
Ceuta & Melilla 24/48 h.

Planned annual 98% of shipments

Lowest store Exclusive
closure of stores for read in less than 15
rotation in the distribution through
holidays 4 weeks in min from its
market 7% the SEUR Network
advance reception
How does it work?

The receiver
Point arrival Notification collects the On hold
parcel

Parcels are The consignee Must show ID card or The shipment

scanned upon receives a SMS & similar document waits for ten days
arrival into the email messages before returning to
shop once the shipment is Signs in the PDA sender
ready for collection
The 60% of parcels are At 4th day upon
Usually next day in collected same day of arrival, if not
the morning arrival collected, a
reminder is send to
consignee
Always staying in touch
Through email and SMS

Information available
through both channels:

Shipment number
SEUR Pickup Store Name and
Address
A reminder will be sent after
four days if the parcel has not
been picked up

Information available by
email:

Opening days and hours

Access to the Store map
location
Tracking in seur.com

Back to the
Beginning
e-Buyer decides How

4
SEUR Predict 1H
The best delivery experience of your shipments
Buy
online
Collection day
Day of delivery confirmation
Inflight options: online date
change of delivery or delivery
at a SEUR Pickup Store
I receive my Not at home/
shipment incidents
Delivery day Not at home
Online management of
1H time window in not at home or other
which the order will be incidents: online date
delivered change of delivery,
delivery at a SEUR Pickup
Live tracking of the Store or change of
shipment in a map address
+
When is my parcel
going to be delivered?
What happens if the
date is not good for
me?
Interactive Prealert Message
Collection day

SMS
also
available

100% web
responsive
Interactive Deliveries
Collection day

Collect the parcel in one

of the 1.400 SEUR
Pickup points

Modify the delivery date

within the next 5 working
days

100% web
responsive
Where is my shipment?
Delivery message Predict 1H
Delivery day

SMS
also
available

100% web
responsive
Follow your parcel
Delivery day

100% web
responsive
What can I do if I am not home?
Failed delivery message (when not at home)
New inflight options to manage not at home deliveries

Inflight options

Collect the parcel in one of the

1.400 SEUR Pickup points

Modify delivery date within the

next 5 labour days

Modify the delivery address and

delivery date e.g. in the office

Complete delivery address and

date

100% web Back to the

responsive Beginning
 !
e w
N

e-Buyer manages the returns:

e-Returns platform

5
e-Returns are a key factor in the online purchase experience

Two out of three e-Buyers check returns One out of two e-shoppers dont go
options before placing an order ahead with the purchase if the return
solution is not satisfying.

% e-Buyers that have returned at least

one online purchase

43%
Source: 2015 Research Now Study 3.000 surveys
e-Returns video by SEUR: new online plataform
A convenient, quick and flexible experience

https://www.youtube.com/watch?v=HwmntNrhZKc

Return online purchase

Manage the delivery of the

products for repairs and
maintenance

100% web
responsive
Two ways to return an order

Shipment drop off at one + 1.400

of our SEUR Pickup
points

Home collection
Drop off at a SEUR Pickup point

Going through the whole process takes only 1 minute!

Home collection

Going through the whole process takes only 1 minute!

What if the e-shopper is not home in the collection time?
He can manage his absence in an easy and autonomous way

E-return process Email SMS

100% online! management management

No need to contact the sellers Customer Services dept.

e-Returns through the online platform: main features

Parcel typology

Single
parcel

Sum of the Max. Weight:

sides <1,50 m 20 kg

Geographical coverage since the

parcel collection
(home or SEUR Pickup point)
Spain Mainland & Portugal: 24/48 h.
Balearic Islands: 24/72 h.

*Out of the online platform, the standard return solution is available for Canary Islands, Andorra, Ceuta and Melilla.
Deploy the solution quickly!
Only the link to the online platform is needed!

Linked to your account:

Insert it in:
Monthly invoicing
Your website (e-shoppers private
area)
E-shoppers data can be inserted in the
link such as:
The authorisation / confirmation e-mail
Own reference
you send to your customer
Address
Contact details (e-mail & mobile)

Every data you supply is a data

your customer wont have to
fulfill in the e-return form
We keep you informed
Follow up your customers returns through 3 solutions
Without IT Available with a
development minimum IT
development
1 2
SEUR PRO consultation Information submission
through an Excel
convertible file.
You decide the regularity
of the submission
Available with an ad
hoc IT development
3
WEB Service for the
consultation of
collections and deliveries
status
Back to the
beginning
e-Crossborder

6
DPDgroup across Europe
More than 60% of the Spanish online stores sell abroad

E-commerce parcels Presencia en

Classic Service
delivered in 2015 Europa

28
+ than
countries
1 300MM
% B2C vs total DPD Ranking in the 3
volume DPDgroup main European online
markets

30% France #1
UK #3
Germany #3
International services

DPD Classic DPD Max DPD Air

Connections

Transport

Type of shipment

Features 1 parcel per No limitations on 1 or multiparcel per

shipment (mx. weight and sizes. shipment (mx. 31,5
31,5 kg.) kg.)

Customers & Customers & Customers &

Customers
Consignees, Consignees B2B Consignees,
B2C, B2B B2C, B2B

Transit time Standard Standard Express

Economy Pallet Expedited

solution solution
SEUR Classic
Main features

The best DPD Classic specialises in the delivery of

quality-price parcels up to 31.5 kgs. to all key European
solution destinations.

Destinations: European Union countries,

Bosnia Herzegovina, Norway, Serbia and
Road network Switzerland.

Parcels allowed One parcel per shipment

No volumetric weight

Girth Max. 300 cms.

Weight and Length Max. 175 cms.
dimensions Weight Max. 31,5 kgs.
SEUR Classic
Differential values

Predict is an option, offering information and

An exclusive parcel shop network of more than 1.400
interactive delivery management to the consignee.
PickUp stores.

Customers can choose to have their order delivered to the

Predict service gives consignees greater flexibility and a nearest DPD Pickup point. Or if they are not going to be at
best-on-the-market convenience. home for a delivery, it can be diverted to a local DPD
Pickup point.

When Where How

The most extensive network in
Europe.
Advanced
Inflight options.
Notification. 1
Live tracking Tracking at
hour time
SEUR.com Our local Pickup network makes it
window.
convenient with over 28,000 local
shops and self-service lockers, we're
already nearby.
A flexible and convenient delivery for your European customers

Pickup points in Europe Countries covered by

(December 2015) Pickup network

26.000 20
% of European population 15 Number of Pickup points
min far from a Pickup point by scheduled for 2016
car

95%* 27.000
*Includes Belgium, France, Germany, Luxembourg, UK and Netherlands
Additional offer

Pickup provides the most convenient delivery options

Parcel Shop Pickup Station Pickup Store

European network with
+26.000 Pickup points.
Pickup stores for parcel drop off
Lockers placed in crowded and the sale of other services
1.000 more scheduled for places such as train stations, and products (e.g. drinks,
2016 metro or commercial centers dry-cleaning, etc.)
SEUR Max
Main features

Our standard service for Multiparcel and heavy fright.

Destinations: European Union countries,

Norway and Switzerland.
Road network

1 shipment for 1 consignee

Parcels allowed
Type of shipments (Documents and/or Parcels)
Weight/volume ratio 167kg/m3

Weight and
dimensions
Length max. 3m Weight max. 1.000 kg.
SEUR Air
Main features

An extension of our Classic service connecting

Expedited shipping you to Europe.

Air 27 countries across Europe.

Multiparcel
1 shipment for 1 consignee

Weight and
dimensions
Length max. 3m Weight max. 1.000 kg.
A WOW purchase experience

7
What kind of relationship we want to establish
with the e-buyer?

Information and
transparency
You can be confident

Flexibility
We adapt to your needs

Simplicity and
convenience
We value your time

e-Returns
 An e-buyers active listening

How do we measure
What do we measure? When? Result
it?
Through an email after the order
reception. We dont contact the same
Delivery services NPS to consignee >55%
e-buyer in a minimum period of 120
days.
Order
received Professionalism of the In the same delivery moment via the
Driver survey Guudjob >99%
driver Guudjob app

Attention Phone, Chat and Social

After the management of the
Received in the incident Media Satisfaction >95%
incidence
management survey

Customer is
Service non-compliance proactively
Incidences / contacted with an
Special services Service Recovery detected
Absences average anticipation
(delays, traffic jams, etc.)
time of 1h43 min
We listen and act consequently
We check the results periodically through a Customer Service control panel
1 We develop improvement plans aimed
to optimize the general service (through
channels, contact points, actions) and
this considering the data on an
aggregated level
2 We take steps to improve specific
aspects (attention provided by
professional staff, service given in a
concrete area) and this considering the
data on an aggregated level
Back to the
beginning
Title
Our commitment
towards the environment

8
A liable offer towards the environment

SEUR Measure Reduce Compensate

DEDICATED TO
SUSTAINABILITY
Carbon Neutral
Commitment, every
shipment is environmentally We measure We reduce We compensate
friendly the carbon footprint the environmental the GHG emissions
generated by our impact through through several projects
activity, complying sustainable initiatives that comply with most
with the recognized strict standards in the
ystandards
es verificada voluntary carbon market
externamente
(ISO desde
14064, EN 16258)
el 2012
Carbon neutral transportation with no
extra costs for our customers
DPDgroup
compensated
approx..

800.000
Tons of CO2 in 2015

-4,3% CO2/Parcel with SEUR Predict

51
Alternative delivery systems in city centers
Eco-friendly vehicles

Spanish cities
with ecological
routes

20
SEUR City
Intelligent urban
Bicycles distribution
Electric tricycles
LPG and Natural Gas
vehicles
Electric motorbikes
Cross Rider Electric
vehicles

www.dpdgroupdrivingchange.com
Alternative delivery systems in city centers
On foot deliveries in pedestrian streets and restricted access areas

On foot deliveries in city

centers with an average of 40
shipments per day

On foot deliveries available in

10 cities:
Orense
Zaragoza
Granada
Zamora
Barcelona
Lugo
Alicante
Jan
Crdoba
Bilbao

Back to the
beginning
Customers and e-Commerce recognition

9
 Internet C2C&B2C market
Textile Market places places, TV sales
Telecom High Tech Promotional Marketing Food, Flowers, Pets
B2C Recognition
Label of Business Excellence in Logistics and B2C Transport

SEUR has been certified with the Label of

Business in Logistics and B2C transport
after reaching the
Excellent
qualification

Guarantee Brand of Business Excellence in Logistics

and Transport promoted by market organizations: :

UNO, organizacin Empresarial de Logstica y

Transporte
Adigital, Asociacin Espaola de la Economa
Digital
CEL, Centro Espaol de Logstica
CITET, Centro de Innovacin Tecnolgica para la
Logstica y el Transporte de Mercancas por
Carretera

Back to the
beginning