WWV26_-_DO_-_Zaal_1_-_Hive.pdf

Transcript

1. Click to add title Stop guessing How leading D2C brands optimize operations for profit 26.03.2026
4. What an operations engine truly is: It-just-works fulfillmentTM No headache operations reducing costs by ø - 17% +24% Unstoppable Growth AI end customer solutions driving revenue growth of ø +24% Your dedicated growth manager A personal touch taking care of you during every step
5. Brands GMV Mthl. Orders Countries 2021 2022 2023 2024 2025 600+ €1B+ 1.5M+ 7
6. “I guess” Why Hive works:
7. What to add-on? Flyer A, Flyer B or an actual add-on product for optimal conversion How to ship? Carrier selection without data on cost vs. speed tradeoffs How to price delivery? Shipping thresholds set once and never optimized How to prevent returns? Return policies that treat symptoms, not root causes D2C brands are drowning in operational guesswork…
8. …and only see operations as annoying and a reason for customer dissatisfaction and to 99%... as cost center
9. Even though at the same time this is the reality for ecom growth +33.7% Google Shopping CPC Development in 2025 and META CPM at ≈14.30€ (+22%) ≈19% D2C Share has more or less plateaued in % of total retail in NL -1% Transaction volume decreasing year on year, while at the same time more webshops than ever
10. But there is a company that was smart
17. Brand = Profit Driver
18. Operations = Profit Driver
19. How did they do it? Operations as priority Utilize operations data AI Everything 1 2 3
20. Your plan to improve profit via operations Operations as priority Utilize operations data AI Everything 1 2 3
21. 1 | Operations as priority Understand your true operations unit economics Direct Indirect Fulfillment (Staff, Warehousing, Packaging) Cost per Order Delivery & Freight (Carrier prices, surcharges, returns, customs) Software (OMS, WMS, Returns portal, subscription handling) Operations Overhead (Management, defocus) Revenue effects (acquisition, retention)
22. 1 | Operations as priority Bad operations is costly Go one level deeper: 99% 99.9% Pick & Pack Accuracy vs. 1000 orders 6€ F&S all-in-cost 10 orders 1 orders -60€ -6€ 2€ Returns handling -20€ -2€ -80€ -8€ 10x
23. 1 | Operations as priority More than you think Go one level deeper: Pick & Pack Accuracy Refund (≈60%) 500€ 50€ -300€ -30€ -160€ -16€ -460€ -46€ 10x Retention reduction (-80%) Affected Revenue / 200€ / 20€ / Retention AOV 50€ / 40% 99% 99.9% vs.
24. 1 | Operations as priority So know your economics Go one level deeper: Pick & Pack Accuracy -230€ -23€ 1000 orders -80€ -8€ -310€ -31€ Operations Cost per Order True Costs Profit loss (50% Margin) 6.31€ 6.03€ +5% 99% 99.9% vs.
25. 1 | Operations as priority Or choose the player who thinks for you Any Pick & Pack Error = 10€ proactively reimbursed
26. 1 | Operations as priority Fix fulfillment before scaling Evaluate the revenue drivers • Evaluate your expansion plans and go local (higher acquisition) • Improve customer experience (e.g., returns, tracking) Improve the cost drivers • Ditch your beliefs and check cheaper carrier options • Rethink your product with packaging & carrier limitations in mind Reduce the mistakes • Barcoding (!) for (double) scans • Hire better and go for longevity • Cut out avoidable issues (e.g., address validation)
27. 1 | Operations as priority Pro Tip - don’t wait 10,000 monthly orders 100,000 monthly orders 100 monthly orders 1,000 monthly orders Local delivery vs. international shipping (3€ savings) 300€ 3,000€ 30,000€ 300,000€
28. 1 | Operations as priority Pro Tip - truly don’t wait Audit time Look through your invoice or create a cost sheet to get the current actuals of your true operations costs Run through your operations process and identify areas for errors (best manual) Order a product of Amazon and return it and compare the whole process to yours
29. How did they do it? Operations as priority Utilize operations data AI Everything 1 2 3
30. 2 | Utilize operations data Collect your data Customer Data about Operations Operations Data Fulfillment Accuracy Returns % (passive & active) Satisfaction with Delivery Method Satisfaction with Packaging Carrier Option Delivery Data (speed, etc.), …
31. 2 | Utilize operations data No need for expensive data tools Google Form How was your carrier experience? Did your order arrive at the right time? How likely would you buy again? Shopify Flow or n8n Start simple:
32. 2 | Utilize operations data Use your data and know your math vs 4.00€ 3.50€ 9.2 8.5 Costs CSAT Retention 40% 39% Results 500€ X -250€ 250€ (1000 x 0.50€) (1000 x 1% x 50 € AOV x 50% margin)
33. 2 | Utilize operations data Overshare all the data you have
34. 2 | Utilize operations data Even before they buy
35. 2 | Utilize operations data Or again use a player who gets it Delivery Promise We were able to generate a +121% of conversion uplift with Hive’s Delivery promise. Average of +11% conversion uplift
36. Screen Recording 2026-03-23 at 23.59.56.mov 2 | Utilize operations data Or a player who REALLY gets it
37. 2 | Utilize operations data The simple set-up A/B test - ALL THE TIME! 1. Split your orders by tag or manually (even & odd numbers) 2. Create an operational test for group A & B 3. Export customer data to spreadsheet and look for patterns (don’t worry about statistical significance, you want patterns) First tests: Shipping Threshold 50€ vs 100€ Carrier Choice DHL vs PostNL Refund Policy Instant vs at Arrival Packaging Experience Standard vs Custom
38. 2 | Utilize operations data Or make A/B tests your day to day
39. How did they do it? Operations as priority Utilize operations data AI Everything 1 2 3
40. 3 | AI Everything The power of AI - build today
41. 3 | AI Everything The investment that truly pays off Tracking Page AI Address Validation Time needed to create first testable prototypes? 5 minutes
42. 3 | AI Everything Self-experiment for at home Audit time Upload your current invoice and upload or connect all your current collected operations data to get an audit of what to improve created by AI.
43. 3 | AI Everything The future goes beyond simple features Hyper customization AI can show different user profiles based on shop behaviour and inferred data what they should be seeing.
44. So let’s recap: Operations as priority Utilize operations data AI Everything 1 2 3
45. “I guess” And move from…
46. “I know” …to…
47. “Cost Center” ..and from Operations as…
48. “Profit Driver” …to…
49. Join the operations revolution
50. Thank you www.hive.app tobias.eppler@hive.app +49 151 12791989