The Strategic Role of Logistics in E-commerce According to Stesi: Digital4.biz Reports on Our Experience
Digital4.biz, an authoritative voice in the world of innovation and technology, has extensively featured our perspective on the key role of logistics in enhancing Customer Experience within the e-commerce sector. The article, titled “E-commerce, the key role of logistics in Customer Experience,” presents an in-depth interview with Stefano Cudicio, Stesi’s CEO, who explained how logistics has become a crucial differentiating factor for any company aiming to approach online commerce seriously and effectively, especially during periods of demand peaks like those recorded during the Covid-19 emergency in 2020.
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Cudicio highlighted that, in an e-commerce context, logistics is no longer a mere “due act” or a “necessary evil,” as it was often considered in the past. On the contrary, it has transformed into a strategic and decisive function for many businesses, one that requires and deserves adequate investment. This rehabilitation of logistics’ role has been a direct consequence of the e-commerce explosion, which has shifted customer attention increasingly towards service and order fulfillment speed.
The Digital4.biz article underscored the surge in e-commerce in Italy during the pandemic. Although Italy still had a gap to close compared to other European nations in terms of e-commerce adoption (as noted by the Politecnico di Milano’s B2C eCommerce Observatory, with nearly 31.6 billion euros in online purchases in 2019), 2020 witnessed an exponential acceleration. Nielsen’s research, for instance, recorded an +81% increase in online purchases of fast-moving consumer goods compared to the previous year during the initial phase of the emergency. These surprising, yet partly expected, figures confirmed the prediction of an unstoppable growth in the sector, which is unlikely to revert, especially if the customer experience proves positive.
A concrete example of this vision is the successful project implemented for Kasanova. Stefano Cudicio revealed how, in December 2019, Stesi deployed a new e-commerce management system for the company. The results were “enthusiastic,” with a volume of goods shipped dozens of times higher than in the same period of the previous year, and, no less importantly, with fewer resources available. The project involved the complete redesign of the supply chain, with a particular focus on critical aspects such as picking, packaging, and essential integration with carriers. The strategy adopted was an omnichannel digital approach, capable of ensuring a fluid and consistent user experience for the customer across all touchpoints.
Cudicio then emphasized a key concept: e-commerce is not precluded to any sector – from retail to furniture, from mechanics to food. The real difference, according to Stesi’s CEO, lies in the management architecture, meaning the logistics and IT system’s ability to adapt to diverse products, sectors, and contexts, even the most complex ones. Kasanova itself, with its varied morphology of household items, stands as an example of successfully managed complexity.
We are proud that Digital4.biz chose to feature our approach and the results achieved, once again confirming our leadership in logistics optimization for e-commerce. Stesi’s vision is that a well-designed system can be adapted to other contexts, offering a decisive added value to the Customer Experience through logistics.