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Annual Report Magazine FY 2015

AUSTRIAN POST ANNUAL REPORT 2015 39 example on the way home from work, without having to make a detour to go home first. Parcel redirection is another online service pro­ vided by Austrian Post. The recipient is notified per e-mail or push messsage in advance when the delivery will take place within the pre-calcu­ lated time slot. If the designated time is incon­ venient, the recipient can redirect the parcel, or is now given the possibility since 2015 to delay the delivery time by up to five days (with the ex­ ception of Saturdays) to the desired date. In the future, it will also be possible to handle re­ turn parcels to mail order companies by using smart phones. The customer simply notifies the retailer that he wants to send one or more items back, and receives a QR code on his mobile phone. Then all he needs to do is print out a return label in the self-service zone of Austrian Post and the parcel is on its way back to the sender. 4. Customer proximity: Service lived and practised Another success factor for Austrian Post is its high quality service. Some 1.2m inquiries are sent through various channels every year to the customer service centres of Austrian Post, in particular by phone or per e-mail and Facebook. This multi-channel approach enables Austrian Post to precisely respond to customers and their concerns where it is most convenient for them. “Good service is an important unique selling proposition for us compared to our competitors, thus comprising a decisive competitive factor. Competent consulting strengthens customer loy­ alty,” states Andreas Konrad, Head of Customer Service. The service centres are not only points of contact providing assistance to customers, but also act as radar stations helping to identify fu­ ture customer needs early on. By the way, in 2015 the new Contact Centre in Vienna-Floridsdorf also introduced the possibil­ ity for personal consultations. Customers can clarify issues and resolve their concerns directly on site together with a service centre employee. This is real customer proximity! Austrian Post as a link In the future no stone will be left unturned in the retail sector. There’s a lot going on, and motion is the order of the day for all players. Retail stores will have to manage the delicate balancing act between online and offline. Internet providers will expand their capacities in line with rising revenue. What about Austrian Post? In the field of e-commerce, the company services as a neu­ ralgic interface linking the binary and real worlds. Its services keep everything going. Fresh food produced by ­Styrian farmers has been marketed on the Internet with your support since December 2015. Has the e-commerce trend finally reached the food industry? JOHANN SEITINGER: I think so. Why should the agricul­ tural sector not take advantage of the opportunity to conveniently sell its products via the Internet? It is an ideal platform, especially if people want to purchase something special such as high quality food directly from farmers. After all, not everyone’s neighbour is a farmer. Up until now the mailing of fresh food failed to get off the ground due to technical and logistics ob­ stacles, for example the problem of cooling. However, we have now overcome these obstacles with the help of Austrian Post. Why did food suppliers select Austrian Post to be their logistics partner? Naturally short delivery times play a crucial role in shipping fresh food. Austrian Post delivers the food to customers no later than one day after the online order was placed. Moreover, the deliveries are carried out in a CO2 neutral manner, which perfectly fits this offering. Most people who attach importance to eating high quality food purchased directly from farms are also environmentally conscious. Bringing naturally produced food to customers in a sustainable manner is ideal. Are there any other sticking points with respect to food logistics? One of the key issues will certainly be the capability to expand the product line to create an even more appealing, high quality offering, especially with regard to organic food. Furthermore, product sizes have to be adapted to new forms of cohabitation. One example I can think of is single-person households. Finally, we have to continually work on further optimising logis­ tics to enhance customer friendliness. Johann Seitinger, Regional Minister for Agri- culture and Forestry in the Provincial Govern- ment of Styria, talks about the good reasons in favour of Austrian Post’s involvement in the online business selling food. “NOT EVERYONE’S NEIGHBOUR IS A FARMER.” ■ AUSTRIAN POST ANNUAL REPORT 201539

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