Natalie Collin would like the French to be even closer to their post offices, physical or digital. “We are working to improve the customer journey with digital technology. By 2025, all offers will be digitized, including for professionals.”, says the deputy general director of the group. The Group is committed to a simple and flexible customer service, regardless of the entry point used. Shoppers go to the counters less often, but are adopting their online habits as the use of digital platforms evolves. In 2021, laposte.fr recorded almost 1 million unique visitors per day and accumulated 1 billion visits for the entire year.. Thereby, La Poste is investing 300 million euros over 5 years to strengthen omnichannel and synergy between the physical web and its digital ecosystem based on the laposte.fr website and mobile app..
Launch of digital printing
The company intends to strengthen customer service. On your website laposte.fr and mobile app locator (Google link) allows you to find 35,000 service points and provides information about their opening hours, their geographic location and the services offered.. The feature will be rolled out gradually from the beginning of the school year: scheduling appointments with a customer service representative. Parcel tracking becomes multi-carrier : the customer can follow the delivery of his shipment step by step, whether it is delivered by La Poste, its subsidiaries (Chronopost, DPD France) or another carrier (TNT, UPS, DHL, Fedex, etc.). In addition, La Poste deploys video conference with all La Banque Postale consultants. An essential tool to offer them a personalized, more accessible and faster customer experience. It also generalizes the electronic signature to complete the subscription to offers offered by La Banque Postale, in the office or remotely. Another novelty A “digital stamp” that makes it easy to send mail from a smartphone. This service is currently being tested and will provide the ability to frank mail in real time, at any time of the day or night. Purchased from the La Poste app, it is a one-time 8-digit alphanumeric code that must be written in pen on the envelope. This add-on solution for existing postage stamps will allow you to quickly stamp your current correspondence for mailings under 20g to France. The service will be available in 2023.
Another priority axis, 7250 physical points of sale (decrease), distributed throughout the territory. BUT announced a massive investment plan of 500 million euros over 5 years (i.e. only 800 million euros). “This investment plan, with an unprecedented amount in our priority diversified banking network, marks a new stage in our development strategy. This is a testament to the deep development of our group in serving our purpose: to build a powerful multi-channel distributor serving individuals, professionals and small communities. Our desire with 50,000 postal workers in the branch is to bring the quality of service to our customers to the level of the best market standards“Targeted by Natalie Collin, Deputy CEO of La Poste Group, responsible for the consumer and digital direction. By 2027, all post offices will be renovatedincluding 600 offices in 2022.
Simplified parcel receipt
New services are expected. All 20,000 postal workers in contact with customers are equipped with new smartphones. Called Smarteo, they make it easy for customers to receive and refer them, or take responsibility for sending their packages to optimize their journey. New Duo lockers will be installed in the trading floors. Simple and quick to use, designed for the delivery and receipt of Colissimo parcels, they support the development of e-commerce and facilitate the management of parcel returns. Around 100 lockers were installed in high-traffic post offices across France in 2021. They allow you to deposit or remove a package in less than 2 minutes with full autonomy. Finally, La Poste wants to expand and diversify its distribution network in order to increase in 2025 from 35,000 to 40,000 service points. In this regard, the company plans to expand partnerships with retailers, in particular with large retail chains, with which experiments have already been carried out in the regions, or even with a network of tobacco shops. By 2023, its network of Pickup cameras will also increase from 700 to 2,000 locations across France, allowing parcels to be picked up independently and quickly, which has become important for Internet users.
Key indicators of the consumer and digital industry:
Turnover of 6.7 billion in 2021 (6.4 billion in 2020), including 3.5 billion in digital business
28 million unique visitors per month
1 billion visits to laposte.fr in 2021
2400 new employees in 3 years