Please activate JavaScript!
Please install Adobe Flash Player, click here for download

Annual Report Magazine FY 2015

38 AUSTRIAN POST ANNUAL REPORT 2015 COMPANY DIGITALISATION E-COMMERCE LOGISTICS ECOLOGICALISATION EMPLOYEES FACTS & FIGURES Austrian Post can point to a whole range of in­ novative solutions ensuring greater customer comfort which have been successfully intro­ duced in recent years. Examples are the expan­ sion of its 24/7 offering featuring self-service zones and innovations like the practical pick-up box, or the possibility to directly select the de­ sired branch office or pick-up station as the pre­ ferred delivery location. But this is not all. At present Austrian Post is working on expanding its evening, express and Saturday delivery services. It is also carrying out experiments with “car-boot” delivery. “Last but not least, shopping is an emotional act which also depends upon when the customer can actually hold the purchased product in his or her hands,” says Wolfgang Grausenburger, Head of Marketing Parcel Logistics, explaining why Austrian Post permanently works on implement­ ing new measures to enhance customer comfort. “This point in time is a factor in the purchasing decision. That is why we strive to ensure that purchases reach the buyers as quickly as possible and with pinpoint accuracy. For this purpose we resort to a whole package of measures,” he adds. 1. Expansion of the network: Waiting in line is old news One key part of the bundle of measures being implemented are the more than 300 self-service zones with packaging stations, franking ma­ chines and drop-off boxes, enabling customers to post mail items at any time. The 210 pick-up stations are available to customers around the clock, seven days a week. In 2015 one million shipments already reached their intended recip­ ients in this manner. In addition, Austrian Post has already installed 13,416 pick-up boxes, with about 3,000 more in planning. In other words, self-service at Austrian Post ensures shorter dis­ tances and 24/7 availability. Long waiting times at the branch offices are a relic of the past. Generally speaking, Austrian Post is excellently positioned thanks to its network of postal service points. Together with the 1,600 locations of its partner company Hermes and 200 OMV petrol stations, customers in Austria now have 3,600 postal service points at their disposal. Accord­ ingly, Austrian Post is the undisputed leader among all postal service providers operating in the country. “The dense network of postal service points offered by Austrian Post and the extensive range of its self-service offers as well as the delivery quality are the main reasons why we work together with the company,” explains Christoph Frank, Senior DE Transportation Manager of Amazon. “In this way customers in Austria can be sure that their orders will reach them punctually.” 2. New delivery solutions: Saturday service is well received Austrian Post has been also delivering parcels in urban areas on Saturdays since October 2015. As a result, it is the only company in Austria operat­ ing in the CEP sector which offers delivery on six days of the week. Following the successful pi­ lot project in the summer of 2015, the new ser­ vice was smoothly integrated into normal busi­ ness operations. For many customers, whether mail order houses or private customers, delivery on Saturdays is simply indispensable. “Even be­ fore the end of the pilot phase, it was obvious to us that Saturday delivery service would continue. This was particularly underscored by customer feedback,” explains Alfred Czasch, Head of Proj­ ect Management Saturday Delivery. “The pilot project was not only a question of offering this service or not, but gaining an understanding of how to optimally provide this service.” At present the new weekend service is offered by Austrian Post in urban areas. Nationwide rollout should be completed by the middle of 2016. 3. More interaction: Austrian Post is get- ting smarter all the time In 2014, Austrian Post already launched its new app for smart phones. In the meantime, it has helped more than 300,000 users to receive their parcels. “The Post App has emerged as a key ser­ vice tool for our customers,” states Christian Lud­ wig, Head of Product Strategy Digital Services. “This is one of the main reasons why its functions are being continually expanded and improved.” In addition to functions such as track and trace, site locators, rate calculator, and parcel redirec­ tion, the electronic “yellow slip” is particularly well-liked. The recipient receives electronic noti­ fication about the depositing of parcels on his smart phone or per e-mail beside receiving the printed form in his letterbox, and can subse­ quently pick it up directly from Austrian Post, for “We knew from the very begin- ning that Saturday delivery was here to stay.” ALFRED CZASCH, PROJECT MANAGEMENT SATURDAY DELIVERY

Pages Overview