Vistaprint 2010 Annual Report Download - page 12

June 30, 2010. Using our proprietary design software applications, combined with voice over internet
protocol telephone transmission technology and call center management tools, we believe our agents
and designers provide a high quality customer service experience.
Post-Design Check-Out Process
Customers purchasing products check out either via a standard e-commerce self-service
shopping basket or by providing their order and payment information via telephone to one of our
service agents. We offer a variety of secure payment methods, with the payment options varying to
meet the customs and practices of each of our localized sites. These payment alternatives include
credit or debit card, check, money order, wire transfer or other methods. During the check-out
process, customers are also typically presented with offers for additional products and services from
us and our marketing partners. Using our automated VistaMatch product design capabilities,
customers who designed products using our content can be shown automatically generated images of
matching products. For example, a customer purchasing business cards can automatically be shown
matching return address labels, magnets, calendars, T-Shirts, pens, websites and similar products.
Each of these automatically generated product offers can be quickly and simply added to the
customer’s order.
Our Competitive Advantage
We have invested significantly in three core areas to build a strong advantage versus traditional
competitors:
• Proprietary software and process technology that drives many aspects of our business
• Mass customization manufacturing
• Direct marketing expertise
We have developed a direct-to-customer solution using proprietary Internet-based software
technologies to market and merchandise our products and services to our customers as well as
standardize, automate and integrate the design and production process, from concept through
finished product shipment and service delivery. Our software can match and adapt graphic elements
from one product format to another, which allows us to offer a coordinated portfolio of products and
services. Automation and integration allow us to provide high quality, custom design products and
services at affordable prices for the micro business or consumer.
Additionally, as we continue to expand geographically, we expect to continue to build upon our
competitive advantages versus traditional, smaller, local graphic design and print shops. We have built
our service to scale worldwide, and as of June 30, 2010, we serve customers in more than
120 countries. In the year ended June 30, 2010, we generated 45% of our revenues from websites
that are targeted at countries other than the United States. We have a European marketing and
administrative office in Barcelona, Spain and a European production facility in Venlo, the Netherlands.
We have 17 localized websites serving European countries. We operate localized websites for Japan,
New Zealand, and Australia, which we intend to primarily service from our new production facility in
Deer Park, Australia and marketing offices in Sydney, Australia. Our localization and language map
content management system software facilitates our entry into new markets and allows us to make
changes to all of our localized websites with the same software and relatively simple, standardized
and low-cost procedures. We have also expanded our customer service, sales and design support
with the addition of offices in Tunis, Tunisia and Berlin, Germany that service the Dutch, French,
German, Italian, and Spanish speaking markets.
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