Things aren’t what they seem to be in the Postal industry. While whispers of a decline due to a variety of forces linger on news headlines, insiders and C-suite executives know all too well that the industry continues to see revenue growth across the globe.
In fact, most Posts are taking the opportunities offered by digitalization and running with them. Consumers want flexibility and ease, and innovative solutions are enabling Posts to achieve that in their customer service.
Give the People What They Want
Consumers are always looking for the next best thing – and they demand a lot for their brand loyalty. A study by Accenture found that they’re looking for three specific requirements from Postal Operators when it comes to mail and parcels:
- Flexibility for deliveries. Nearly two-thirds of respondents would highly value an option to reroute mail or parcels while in transit.
- Different methods of deliveries. Customers are open to trying new delivery formats, like receiving parcels from a ride-share service.
- Greater security for internet activity. Roughly three-quarters of respondents want Posts to take steps to protect their identity in online interactions.
It’s a definitive sign that users are increasingly comfortable with Posts moving beyond the traditional bounds of collecting mail, sorting it and getting it to the right person. Postal Operators are intertwined with consumers and small businesses, and their services should reflect that.
Building a Customer-Centric Post in the Consumer-Driven Era
Posts around the world are meeting their customers’ demands through three key technologies: Pick-Up/Drop-Off (PUDO) Locations, Self-Service Kiosks and Mobile Point-Of-Service (POS). Incorporating these solutions is a critical first step in building a strong brand that’s embraced by consumers.
As per Accenture, consumers require more flexibility and availability in terms of when and how Posts deliver their parcels. The three technologies enhance a Postal Operator’s ability to meet those demands without making any financial compromises in relation to resourcing.
PUDO Locations seamlessly integrate with the existing network by only requiring third-party outlets to have a mobile device, yet they can have a significant impact in expanding the footprint of Post. The customer-centric solution allows consumers to choose when and where they want to send parcels or collect deliveries, giving them full autonomy over their schedule and how they interact with Post.
Self-Service Kiosks give users even greater independence from the traditional Post Office by allowing them to conduct administrative tasks or transactions that could previously only be accomplished at the counter. This cuts down on traffic at brick-and-mortar locations and extends operating hours without the usual additional costs.
Along a similar vein, the Mobile POS solution has also ceded control back to customers and pushed the digital narrative for Posts. It offers a new and innovative channel for consumers and small businesses to interact with Posts, fulfilling the modern Postal experience that mimics the ease and simplicity of eCommerce.
The web-based platform allows users to login and complete a variety of functions anywhere, at any time:
Posts are jumping at the chance to adopt a customer-centric strategy and PUDO Locations, Self-Service Kiosks and Mobile POS are helping them make the leap. Learn more by contacting an Escher advisor today.