Postal operators around the world plan to keep investing in digital technology to profit from parcels and e-commerce growth, an in-depth survey by Escher Group has found.
In particular, better customer experience through innovative technology will play a key role for the industry in future, according to the company’s second annual survey, the Future of Posts 2019, which included responses from postal leaders in 32 countries.
Postal operators have no doubt about the industry’s future direction, it showed. Parcels will be the most important service, according to 90% of Posts, while 83% expect ecommerce to have the most significant impact on postal operators.
Technology, and digital technology in particular, will be vital for future success, according to the survey results:
* An overwhelming 94% are either already using (52%) or planning to use (42%) data analytics for better customer awareness.
* 92% of Posts believe digital solutions play an important role in improving branch productivity
* 91% of Posts either already have Self-Service Kiosks (61%) or plan to add them (30%).
* 83% of Posts equip some or all of their mail carriers with mobile devices to facilitate transactions on-the-go and optimize their routes
* 68% of Posts plan to add POS channels in the next five years
“Technological innovation has revolutionized Posts, and the quick pace of change will continue with the growth of ecommerce and the move towards an effortless customer experience,” the report stated. “The majority of Posts are well positioned to flourish in a transformative era with new technology either on the roadmap or in place.”
Nick Manolis, CEO of Escher, commented: “The results of our survey back up the fact that the postal industry is undergoing massive changes due to competitive pressures. We will continue to see Posts innovate, putting the customer first by providing an immersive customer experience. We will also see the adoption of innovative technology that assists postal workers in handling the influx of parcel volumes over the next five years.”
Escher processes more than two billion transactions annually for their 35 Postal Operators and courier customers globally. Through new and deeper points of engagement, including third-party locations, kiosks, expanded pick-up drop-off (PUDO) locations and mobile point of sale, Escher enables Postal Operators to shift to modern, profitable and more efficient strategies.
