PostNL’s business is not about the millions of letters and parcels that it handles every day, but the millions of people sending, delivering and receiving these items. With Salesforce, PostNL can keep people at the heart of its business. It can improve employee engagement, enable new business models and enhance service quality. With Salesforce, PostNL can deliver on its promises.
PostNL wants to make the lives of its customers easier. And that means making every interaction easier. “We want customers to engage with us as one company; at the moment we are too many companies within one,” comments Marcel Krom, CIO at Post NL.
As part of its OnePostNL vision, the mail and parcels company is on a standardisation mission. Every process, every service, every customer touch point will be based on the same solid foundations. “If you want to win on the outside, you have to start on the inside,” says Krom.
Thanks to Salesforce, PostNL has got off to a flying start, unifying its customer support operation, tracking its social footprint and transforming communication with its mail delivery teams.
“We are never satisfied with what we have achieved today; we always aspire to achieve more tomorrow,” comments Krom. “With Salesforce, we can innovate faster, integrate smarter and collaborate better.”
Keeping staff posted
Introducing a corporate community was an important first step in opening up the collaboration door. “Our teams span a wide age group, so we knew we would need a multi-channel strategy,” explains Krom. “We challenged Salesforce to come with an idea. The demo that Salesforce developed in a week took us to the next step with Salesforce.”
Founded in 2014, the community platform enables more than 30,000 mail and parcel deliverers to access a wealth of information both at home and in the workplace.
“As part-time workers, our mail teams do not have a lot of contact with the wider business or even each other,” explains Krom. “The community overcomes this, enabling us to share both corporate updates and personalised business information, such as the expected weight of a mailbag or the weather forecast for a specific round.”
The community, which brings together multiple apps and activity objects, took just four months from idea to implementation. As Krom confirms: “We used an Agile development approach and used as much ‘out-of-the-box’ Salesforce functionality as possible.”
The online community has been a great success with more than 80 percent of mail men and women logging on every week. “Our people are our ambassadors. The moment of delivery defines how customers experience PostNL, and we need to make that moment as seamless and flawless as possible,” comments Krom.