Post on 16-May-2018
Leveraging the web to sell and serve enterprise
January, 2010
sell and serve enterprise customers in the postal industry
Point of view
Leveraging the web to sell and serve enterprise sell and serve enterprise customers in the postal
Content
1. How key postal players’ web sites and portals compare
2. Food for thought from postal industry web sites and portals
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How key postal players’ web sites and portals compare
Food for thought from postal industry web sites and portals
© 2009 Deloitte Belgium
1. How key postal players’ web sites and players’ web sites and portals compare
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1. How key postal players’ web sites and
© 2009 Deloitte Belgium
players’ web sites and portals compare
Internet is a key channel to sell and serve postal
customers
• Postal and parcels customers are more and more using the internet as preferred channel to collect
information on products and services
“For many customers, especially younger consumers, the Internet is the first choice for
information and performing countless other tasks. We will provide a user friendly Web experience
that satisfies customer needs for immediate access to information and services
USPS Vision 2013: Five-Year Strategic Plan for 2009-2013
• Postal services are more and more integrated with the internet• Postal services are more and more integrated with the internet
“We are again improving our internet services by offering worldwide shipments and are reiterating
our promise to our customers of being easily accessible, anytime and anywhere.
Thomas Ogilvie, Product Manager for Private Customers at DHL Parcels
• Customer interaction via the web channel is much cheaper than via face to face or call
“Experience shows that cost reductions of 20% to 50% are achievable by driving interactions to
self-service versus using a human agent, but only if the interaction successfully supports the
customers' manner of interacting.”
Gartner 2009 - A Framework for Creating the Future Customer
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Internet is a key channel to sell and serve postal
Postal and parcels customers are more and more using the internet as preferred channel to collect
For many customers, especially younger consumers, the Internet is the first choice for gathering
information and performing countless other tasks. We will provide a user friendly Web experience
that satisfies customer needs for immediate access to information and services.”
Postal services are more and more integrated with the internet
© 2009 Deloitte Belgium
Postal services are more and more integrated with the internet
We are again improving our internet services by offering worldwide shipments and are reiterating
our promise to our customers of being easily accessible, anytime and anywhere.”
Thomas Ogilvie, Product Manager for Private Customers at DHL Parcels - Sending parcels worldwide with DHL online franking
Customer interaction via the web channel is much cheaper than via face to face or call
Experience shows that cost reductions of 20% to 50% are achievable by driving interactions to
service versus using a human agent, but only if the interaction successfully supports the
A Framework for Creating the Future Customer-Centric Web
When building a web portal, a company should align the
functionality to the visitors’ life cycle
“By 2012, organizations that lack customer-centric web strategies will soon trail competitors that
have them”
Addressable –
Branding/Advertising, Contextual
Marketing, Transactional
Marketing,
Search Engine Optimization,
Loyalty Mgmt.,
Partner Marketing
Community Mgt.,
Product Review Services,
Ideation and Innovation Engines,
Social Networking,
Community Marketing,
Social Commentary/Validation
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Source : Gartner 2009 - A Framework for Creating the Future Customer
Capture Pre-sales activity
Visitor life cycle
Experience delivery infrastructure and tools
Visitor context Visit understanding
Customer Segmentation,
Context Providers,
Context Aggregators,
Context Brokers,
Presence/Location,
Servi ces
Text Mining,
Web Analytics,
Predictive Analytics, Clickstream
Analysis, Interaction Recording
When building a web portal, a company should align the
functionality to the visitors’ life cycle
centric web strategies will soon trail competitors that
E-Commerce: Web Storefront
Product Configurators, Catalog,
Pricing, Inventory, Product
Recommendation Engines,
Product Reviews, Partner Portals
(B2B), Customer Portals (B2C),
Sales Partner Mgmt., Lead
Mgmt.
Case Mgmt,
Knowledge Mgmt. ERMS,
Enterprise Feedback Mgmt.,
Remote Diagnostics, Community-
Driven Service Solutions
© 2009 Deloitte Belgium
A Framework for Creating the Future Customer-Centric Web
Sales Post-sales service activity
Visitor life cycle
Experience delivery infrastructure and tools
Site content Site infrastructure
Site Search,
Semantic Web,
Content Mgmt,
Personalization,
Localization,
Multisite Mgmt
Chat,
Cobrowsing,
Virtual Assistant,
Notifications/RSS Feeds,
Mashup technologies,
Portal Frameworks,
Cloud Platform
Security, MDM, GDS
A web portal needs to be mature on these functional areas in order to fully support each step of the
visitors’ life cycle
We identified 10 key functional areas that enable a postal
website to be customer-centric
1. Customer identification
and segmentation
3. Channel integration
Capture Pre-sales activity
Visitor Life Cycle
2. User experience,
context and
personalization
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4. Web2.0 and
emerging capabilities
A web portal needs to be mature on these functional areas in order to fully support each step of the
We identified 10 key functional areas that enable a postal
centric
5. Business products
information and
search capabilities
8. Manage past and
current service
executions
Sales Post-sales service activity
Visitor Life Cycle
© 2009 Deloitte Belgium
search capabilities
6. Quoting and
contracting
7. E-shop
executions
9. Invoicing and payment
options
10. Complaint handling
We assessed the maturity of the web portals of six key
European postal operators on these functional areas
Functional Area Description
1. Customer
identification and
segmentation
How well does the site support managing user
information? Is the site differentiated depending
on the segment of the user logged in?
2. User
experience,
context and
personalization
Does the site provide rich and consistent user
experience? Does the site propose interesting
services to generate more volume? Is the site
personalized based on the user connected?personalization personalized based on the user connected?
3. Channel
integration
Does the site integrate with other channels used
to sell the product?
4. Web 2.0 and
emerging
capabilities
Does the site support emerging and Web2.0
technologies?
5. Business
products
information and
search
capabilities
How consistent and detailed is the product
information provided? How easy is it to find the
best product or service fitting the users’ needs?
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We assessed the maturity of the web portals of six key
European postal operators on these functional areas
Evaluation criteria
How well does the site support managing user
information? Is the site differentiated depending
on the segment of the user logged in?
Content adapted to customer
segmentation
Self registration
Forgot password
Does the site provide rich and consistent user
experience? Does the site propose interesting
services to generate more volume? Is the site
personalized based on the user connected?
Personalized content and features
Extra services available
Use of multimedia
Site presentation
© 2009 Deloitte Belgium
personalized based on the user connected? Site presentation
Cross-brand integration
Does the site integrate with other channels used Availability of multiple channels
Channels context dependency
(customer, product, service, I)
Does the site support emerging and Web2.0 RSS catalog feeds
Product videos
Product wikis
Social networking and blogs
Collaborative browsing
How consistent and detailed is the product
information provided? How easy is it to find the
best product or service fitting the users’ needs?
Consistent product content
Product comparisons
Catalog views
Product ratings and reviews
Product and features keyword search
We assessed the maturity of the web portals of six key
European postal operators on these functional areas
Functional Area Description
6. Quoting and
contracting
What features are available before and after
requesting the quote or placing the order?
7. E-shop What does the site offer to help purchase simple
products online?
8. Manage past
and current
service
execution
What features does the site offer to manage
current and past orders and cases?
9. Invoicing and
payment options
How extensive are the invoicing and payment
options on the site?
10. Complaint
handling
Does the site provide users with multiple ways
to enter complaints or get help and contact
customer service?
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We assessed the maturity of the web portals of six key
European postal operators on these functional areas
Evaluation criteria
What features are available before and after
requesting the quote or placing the order?
Quotes
Contract history visibility
Contract generation and renewal
Converting quotes into orders
What does the site offer to help purchase simple Save shopping cart
Product promotion
Recommendation and favorites
Cross-sell and up-sell
© 2009 Deloitte Belgium
Cross-sell and up-sell
Order entry and summary
Credit card support
Shopping cart segmentation
What features does the site offer to manage
current and past orders and cases?
Order or case entry and tracking
Order or case history
Real-time help/chat
Collaborative browsing
How extensive are the invoicing and payment Saved payment options
Invoice management
Does the site provide users with multiple ways
to enter complaints or get help and contact
Complaint entry
Complaint history
Marketing Opt-in/Opt-out
Help, FAQs and solution search
De Post/La Postes’ web portal is a bit less mature than its
industry peers
Company Capture Pre-sales activity
De Post/La Poste
La Poste
Deutsche Post
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Deutsche Post
TNT Post
Swiss Post
Royal Mail
Strong Weak
De Post/La Postes’ web portal is a bit less mature than its
sales activity SalesPost-sales service
activity
© 2009 Deloitte Belgium
The maturity gap of De Post/La Poste is the highest in pre
sales and sales steps of the visitor life cycle
Maturity Maturity explanationFunctional area
Customer identification
and segmentation
User experience, context
and personalization
Multiple logins for different
products and services.
German segmentation
Limited fluidity across
brands. Personalization
and use of multimedia
10
http://www.post.be/site/fr/sse/index.html
http://www.post.be/site/fr/business/index.html
Business products info
and search capabilities
Web2.0/Emerging
capabilities
Channel integration
Contact is not real-time and
not easy to find. Web-forms
require a lot of information
Limited use of Web 2.0
functionalities (only on
Certipost site) and video
Inconsistenties in level of
detail, No product
comparison. Limited search
Strong Weak
The maturity gap of De Post/La Poste is the highest in pre-
sales and sales steps of the visitor life cycle
Maturity Maturity explanation
Quoting and contracting
E-shop
Contracts visibility for
MassPost No quoting and
contract renewal
Many credit cards
supported. Order summary
No favorites. No save
Functional area
© 2009 Deloitte Belgium
http://www.post.be/site/fr/sse/index.html
http://www.post.be/site/fr/business/index.html
Complaint handling
Invoicing and payment
options
Manage past and current
service execution
Deposit tracking and
history for MassPost.
No real-time help
Not possible to manage
payment options nor
current and previous
Invoices
No history of complaints.
No central management of
Opt-in/Opt-out.
La Poste has the highest level of maturity of all the
selected competitors in all areas
Maturity Maturity explanationFunctional area
Customer identification
and segmentation
User experience, context
and personalization
Content adapted to user
identified. Multiple logins to
access services
Many widgets. Profiles.
Personalization. Poor
brand integration.
Multimedia
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Business products info
and search capabilities
Web2.0/Emerging
capabilities
Channel integration
Context is kept.
Transfer is real-time : chat,
call me now
RSS Feeds. Product videos
Social networking. No
product wikis and rating
Consistent and detailed
product content. Predefined
profiles for some industries
http://www.laposte.fr/EntrepriseStrong Weak
La Poste has the highest level of maturity of all the
selected competitors in all areas
Maturity Maturity explanation
Quoting and contracting
E-shop
Quotes are done via
multiple product simulators
No contract management
Recommendations, credit
cards. Favorites. Save.
Promotions. No cross-sell
Functional area
© 2009 Deloitte Belgium
Complaint handling
Invoicing and payment
options
Manage past and current
service execution
Online order tracking and
history. Real-time help
(chat)
Payment options can be
saved and managed
Invoices not managed
Complaint entry with clear
and short SLA (48h).
Contextual help and FAQ
http://www.laposte.fr/Entreprise-Professionnel
Deutsche Post could strengthen its pre
sales functionalities
Maturity explanationFunctional area
Customer identification
and segmentation
User experience, context
and personalization
Limited functionalities to
manage login. Clear B2B
and B2C separation
Navigation not very fluent
(pop-ups, cross-brand). No
or limited personalization
Maturity
12
Business products info
and search capabilities
Web2.0/Emerging
capabilities
Channel integration
No context preservation
Contact information is not
easy to access
No Web2.0 capabilities and
no use of multimedia
Product comparison and
powerful product search
tool
http://www.deutschepost.deStrong Weak
Deutsche Post could strengthen its pre-sales and post-
Maturity Maturity explanation
Quoting and contracting
E-shop
Quotes can be generated.
No contract management
and history
Product comparisons
always proposed. No
favorites. No cross-sell
Functional area
© 2009 Deloitte Belgium
Complaint handling
Invoicing and payment
options
Manage past and current
service execution
Mobile tracking. No real-
time help
Not possible to manage
payment options nor
current and passed
invoices
Not possible to enter
complaints. FAQ available
Search for help is limited
http://www.deutschepost.de
TNT Posts’ level of maturity is good compared to the
selected European competitors
Maturity explanationFunctional area
Customer identification
and segmentation
User experience, context
and personalization
Various logins for different
services, some provided by
the account manager
Fluid navigation. Limited
extra widgets. Limited use
of multi-media
Maturity
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Business products info
and search capabilities
Web2.0/Emerging
capabilities
Channel integration
No clear service level
agreements. Channels are
context dependent
Product videos
No Web2.0 features
Consistent and detailed
content. Advanced search.
No comparison and rating
http://www.tntpost.comStrong Weak
TNT Posts’ level of maturity is good compared to the
selected European competitors
Maturity Maturity explanation
Quoting and contracting
E-shop
Visibility of existing
contracts. Quote entry. No
contract renewal
Product favorites. Save.
Recommendations. Cross-
selling. Many credit cards
Functional area
© 2009 Deloitte Belgium
Complaint handling
Invoicing and payment
options
Manage past and current
service execution
No email tracking. Entry
and tracking of orders. No
real-time help or chat
Possibility to manage billing
options. Possible to
manage invoices
Various channels to enter
complaints. Powerful FAQ
and help features
http://www.tntpost.com
The Swiss Post has very strong Capture, Pre
Sales capabilities
Maturity explanationFunctional area
Customer identification
and segmentation
User experience, context
and personalization
One login giving access to
all services. Registration
via administrator.
Fluent navigation. My
Account personalization.
Virtual Post Office
Maturity
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Business products info
and search capabilities
Web2.0/Emerging
capabilities
Channel integration
Channels are not context
dependent. No context is
captured.
RSS feed on DM. Limited
use of podcasts. No wikis
and social networking
Consistent content. No
comparisons. Limited
product search capabilities
http://www.swisspost.ch/Strong Weak
The Swiss Post has very strong Capture, Pre-sales and
Maturity Maturity explanation
Quoting and contracting
E-shop
Quotes can be generated
but not possible to order.
No contract management
Offers a platform to sell
products online. Cross-sell
/ Up-sell recommendations
Functional area
© 2009 Deloitte Belgium
Complaint handling
Invoicing and payment
options
Manage past and current
service execution
Order entry, tracking and
history. No real-time help
No invoice management
functionalities
No area dedicated to
complaint entry. No SLA.
FAQ for certain topics
http://www.swisspost.ch/
The Royal Mail is mature and has strong features to
manage payments and invoices
Maturity explanationFunctional area
Customer identification
and segmentation
User experience, context
and personalization
Various logins for different
services. Self registration
and profiling possible
Navigation is fluid. No
personalized content. No
use of multi-media
Maturity
15
Business products info
and search capabilities
Web2.0/Emerging
capabilities
Channel integration
Channels proposed depend
on the product context. No
context captured
No web 2.0 capabilities and
no use of multimedia
Consistent and detailed
content. No comparison.
Search with “like” match
http://www.royalmail.com/portal/rmStrong Weak
The Royal Mail is mature and has strong features to
manage payments and invoices
Maturity Maturity explanation
Quoting and contracting
E-shop
Possibility to enter quotes
based on parameters
No contract history
Favorites. Credit cards.
Recommendations. No
cross-sell and no save
Functional area
© 2009 Deloitte Belgium
Complaint handling
Invoicing and payment
options
Manage past and current
service execution
Order entry and tracking.
Possibility to use
templates. No real-time
help
Payment and billing options
can be saved and named.
Invoices are managed
Complaints are redirected
to other channels. Easy to
use tool for help and FAQ
http://www.royalmail.com/portal/rm
2. Food for thought from postal industry web sites postal industry web sites and portals
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2. Food for thought from postal industry web sites
© 2009 Deloitte Belgium
postal industry web sites
1) Request new registration
Customer identification and segmentation:
One login to access all online services of the Swiss Post
3) Select requested services
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http://www.swisspost.ch/
2) Enter masks
Customer identification and segmentation:
One login to access all online services of the Swiss Post
© 2009 Deloitte Belgium
4) Enter company details and confirm
http://www.swisspost.ch/
User experience, context and personalization:
The Virtual Post Office of the Swiss Post
1) Entering the Virtual Post Office
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http://www.swisspost.ch/
3) Visual price calculations
User experience, context and personalization:
The Virtual Post Office of the Swiss Post
2) Selecting a service, view of promotions
© 2009 Deloitte Belgium
http://www.swisspost.ch/
4) Access online shopping
Channel integration:
Chat and “call me now” capabilities of La Poste
Immediate call back on Maileva site to co
demonstrationChat on professional e-shop
19
http://monbureaudeposte.laposte.
fr/pros/accueil.html
http://www.maileva.com/contact.php
Chat and “call me now” capabilities of La Poste
Immediate call back on Maileva site to co-brows in on-line sales
demonstration
© 2009 Deloitte Belgium
http://www.maileva.com/contact.php
Web2.0/Emerging capabilities:
Deloittes’ perspective on social media
Deloitte developed a presentation on how postal operators can harness the opportunities presented by
social media.
This presentation gathers real examples of postal companies leveraging social media to
customers and provides steps to progress in this area
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Web2.0/Emerging capabilities:
Deloittes’ perspective on social media
Deloitte developed a presentation on how postal operators can harness the opportunities presented by
This presentation gathers real examples of postal companies leveraging social media to interact with
customers and provides steps to progress in this area
© 2009 Deloitte Belgium
Business products info and search capabilities
Product search tool of Deutsche Posts’
‘Like’ type search providing a list of results with photo, description, access to more detail, price
and possibility to add to the shopping cart
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https://www.efiliale.de
Business products info and search capabilities:
Deutsche Posts’ site
‘Like’ type search providing a list of results with photo, description, access to more detail, price
© 2009 Deloitte Belgium
https://www.efiliale.de
1) Enter DM simulation
Quoting and contracting:
Product simulators on the La Poste site
3) Select volumes sent in each department
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http://www.simulateur
2) Enter additional information
Product simulators on the La Poste site
© 2009 Deloitte Belgium
4) View the result of the price calculation
http://www.simulateur-md.fr
When the user accesses the detailed information of a product on the TNT e
recommended other cross-selling or up-selling products to add to the shopping cart
E-shop:
Cross-Sell recommendations on TNT Posts’ e
23
http://mailorder2.tntpost.nl
When the user accesses the detailed information of a product on the TNT e-shop, he is
selling products to add to the shopping cart
Sell recommendations on TNT Posts’ e-shop
© 2009 Deloitte Belgium
http://mailorder2.tntpost.nl
Manage past and current service execution
UPS Tracking and tracing widget
UPS created a Widget that can be downloaded and installed to track and trace parcels in a
convenient way
24
Manage past and current service execution:
UPS Tracking and tracing widget
UPS created a Widget that can be downloaded and installed to track and trace parcels in a
© 2009 Deloitte Belgium
1) Query for past and present invoices
Invoicing and payment options:
Royal Mail invoice history and payment
3) Select invoices to be paid
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2) Access invoice and invoice orders detail
Invoicing and payment options:
Royal Mail invoice history and payment
© 2009 Deloitte Belgium