SOTI’s latest research provides a comprehensive overview of the key trends shaping Australian eCommerce by 2025. With consumer demands evolving rapidly, retailers must adapt to expectations for swift service, stringent data protection, and greater supply chain transparency.
One striking statistic is that 44% of Australian consumers reported they would abandon a purchase if delivery took longer than two days. This sentiment underscores the growing necessity for eCommerce companies to streamline their logistics and delivery processes. Furthermore, 57% of consumers now expect the possibility of same-day collection for their purchases. Michael Dyson, Vice President of Sales & Marketing in APAC at SOTI, emphasizes this shift: “As consumers become increasingly accustomed to rapid service, eCommerce companies face greater pressure to match that speed across every interaction.” The demand for swift and seamless delivery has transformed from a mere convenience into a fundamental expectation.
Beyond speed, data protection is a mounting concern for shoppers. SOTI’s findings indicate that 42% of consumers worry about retailers’ ability to keep their personal data secure, while 31% are anxious about the potential for data breaches. This increasing concern is mirrored by the feelings of transportation and logistics workers, with 53% expressing worry regarding the security of customer data, particularly if mobile devices are compromised. To address these concerns, eCommerce businesses are turning toward advanced security solutions. SOTI MobiControl, for example, provides retailers with enhanced visibility, security, and management capabilities across all devices utilized in retail operations. In case of a security breach, this tool can remotely manage, lock, or shut down any device, ensuring sensitive data remains protected. The future of retail equally depends on robust data protection as it does on technological advancement.
Transparency in the supply chain has also emerged as a major expectation among consumers. An impressive 77% expressed the desire for real-time tracking of their online orders. Dyson elaborates, “Consumers have finite patience. They expect to see the journey of their order unfold in real time, from checkout to doorstep.” This craving for transparency represents a significant challenge for eCommerce companies, which must evolve their supply chain functions to increase visibility and improve the tracking of order deliveries effectively.
Device downtime presents another challenge for eCommerce operations. Research showed that eCommerce employees lose an average of 16 hours monthly due to mobile device issues. Despite the pressure to innovate, this reflects minimal progress from SOTI’s 2021 findings. Dyson remarks, “For eCommerce, tech disruptions often mean missed deadlines, stressed staff, and unhappy customers.” Addressing device downtime is crucial for eCommerce businesses that strive to meet customer expectations in a fast-paced digital environment. SOTI XSight serves as a proactive solution, providing tools and real-time analytics to monitor aspects such as battery health, app performance, and network status, thereby minimizing operational disruptions.
The pressures on delivery drivers resulting from technology-related delays are particularly concerning. Research by SOTI demonstrates that 22% of drivers often feel forced to speed due to these delays. Dyson points out that this reality poses a significant safety risk: “Our findings highlight a concerning reality—drivers face pressure to ‘catch up’ on tech delays, which can put them in difficult situations on the road.” Utilizing device analytics can help resolve issues before they escalate, further enhancing productivity while also safeguarding the well-being of delivery personnel.
In conclusion, the landscape of Australian eCommerce is swiftly changing as we approach 2025. Retailers must be prepared to meet the rapidly rising expectations of consumers regarding delivery speed, data security, transparency, and device reliability. They also need to leverage innovative technologies to manage these challenges effectively. The findings from SOTI’s research underscore the importance of businesses adapting to these evolving trends to remain competitive and uphold consumer trust in this dynamic marketplace.
