La Poste will invest 800 million euros, including 300 million in digital – Customer Journey > Marketing

Natalie Collin would like the French to be closer to their post offices, whether physical or digital. “We are improving the customer journey through digital. By 2025, all shows, including those for professionals, will be digitized.Announces Group Executive Vice President. The group aims for a simple and seamless customer experience, whatever the entry point is used. Customers are turning to the counters less, but adopting their online habits as the use of digital platforms progresses. In 2021, registered almost 1 million unique visitors per day, and the cumulative number of visits reached 1 billion over the whole year. And therefore , La Poste will invest 300 million euros over 5 years to strengthen the comprehensive channels and synergies between the physical network and its digital ecosystem articulated around the website and mobile application.

digital stamp launch

The company intends to enhance customer service. On its website and its mobile application, The locator (Google references) makes it possible to refer to 35,000 service points and provides information about their hours of operation, their geographic location, and the services provided. A feature will be rolled out gradually from the beginning of the school year: scheduling appointments with a customer service representative. Parcel tracking becomes multi-operator : The customer can follow the delivery of his shipment step by step, whether it is delivered by La Poste or its affiliates (Chronopost, DPD France) or by another carrier (TNT, UPS, DHL, Fedex, etc.). In addition, La Poste publishes a profile Video conference with all La Banque Postale consultants. An essential tool to provide them with a customized, easier and faster customer experience. It also circulates an electronic signature to terminate subscriptions to offers marketed by La Banque Postale, in the office or remotely. another novelty, “Digital Stamp” that allows you to frankly mail easily from your smartphone. Currently under testing, this service will provide Possibility to send express mail in real time, at any time of the day or night. Purchased from the La Poste app, it comes in the form of a single-use 8-character alphanumeric code to be written in pen on an envelope. This complementary solution to current stamps will allow you to quickly express your current mailing of postage items weighing less than 20 grams to France. The service will be available in 2023.

Network update

Another priority focus is the 7,250 physical points of sale (decreasing) spread across the territory. a Announcing a huge investment plan worth 500 million euros over 5 years (i.e. 800 million euros in total). This investment plan in our multi-activity banking priority network, which includes an unprecedented amount, represents a new stage in our development strategy. It testifies to the profound evolution of our group in service of our ambition: to create a powerful multi-channel distributor that serves individuals, professionals, and small communities. Our wish, with 50,000 postal workers in the branch, is Upgrading the quality of service provided to our customers to the level of the best market standardsNatalie Cullen, Executive Vice President of La Poste Group, responsible for the Consumer and Digital branch. By 2027, all post offices will be renovatedincluding 600 offices in 2022.

Simplified receiving parcels

New services are expected. All 20,000 postal workers in contact with customers are equipped with new smartphones. Called Smarteo, they make it easy to welcome and guide customers or take charge of dispatching their packages with the goal of simplifying their journey. New Duo cabinets will be installed in sales areas. Simple and fast to use, designed for Colissimo delivery and collection, it supports the emergence of e-commerce and facilitates the management of parcel returns. In 2021, about 100 lockers were installed in crowded post offices across France. It allows depositing or withdrawing a parcel in less than two minutes, in complete independence. Finally, La Poste wishes to expand and diversify its distribution network with a goal Increase in 2025 from 35,000 to 40,000 service points. In this context, the company plans to expand its partnerships with retailers, especially major retail chains with which it has already conducted trials in the regions, or even the network of tobacco sellers. Pickup’s locker network will increase from 700 to 2,000 lockers by 2023 across France, allowing for the independent and rapid collection of parcels, practices that have become essential for Internet users.

Key numbers for the Consumer and Digital branch:

6.7 billion business volumes in 2021 (6.4 billion in 2020) including 3.5 billion in digital business

50000 employees

28 million unique visitors per month

1 billion visits to in 2021

2,400 recruitments over 3 years

Read also: Benoît Frette appointed president of Chronopost

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