Omnichannel Strategy

In recent years, digital transformation has reshaped both our service offering and our distribution model, allowing us to respond more effectively to the evolving needs of customers. Our network of touchpoints with citizens, businesses, and public institutions, is built on both physical and digital channels, ensuring a seamless and consistent customer experience. Today, we are Italy’s largest phygital platform.

The Group’s omnichannel platform ensures customer engagement and service delivery through three channels:

• Proprietary physical network: composed of Post Offices, the business customer sales force, and the logistics network for mail and parcel delivery. 
• Digital infrastructure and remote contact points: including the Group’s digital channels and contact center, capable of serving the entire national population. 
• Third-party physical network: made up of more than 49,000 contact points established through commercial partnership agreements for the distribution of the Group’s products and services. This network was strengthened in 2022 with the acquisition of the company LIS.

The post office network is governed by the Post Office network business function organised into Macro Areas, Branches and Post Offices covering the whole country.

• All workforce data is shown in full-time equivalent terms in thousands.

The commercial supervision and sale of the Group’s products and services to businesses and Central and Local Public Administration is guaranteed by Poste Italiane’s Business and Public Administration function.

The organisation of the sales force guarantees territorial coverage focused by product sector, through:

• 3 Sales Macro Areas (Lombardy North West, Central North and North East, Central and South), with exclusive commercial responsibility for mail and communication revenue;
• 1 Commercial area for Central and Local Public Administration related to Metropolitan Regions and Cities;
• 1 Commercial area specialising in the offer of financial and insurance products for large business customers and Public Administration;
• 1 Sales Area dedicated to the offer of Express Courier and Parcels (CEP) products/services;
• 2 business areas specialising in Integrated Logistics and Digital Solutions respectively.

The Group’s mail and parcel services are provided through two integrated and synergistic logistics networks: the postal logistics network for the management of mail, now evolved to help manage small parcels and the parcel logistics network. The delivery of these small parcels in Italy can be carried out synergistically by the postal logistics network and the courier logistics network according to a dynamic approach, aimed at maximising efficiency for each individual area.

As part of the transformation plan for the Mail and Parcels segment and with the aim of making the Poste Italiane Group an integrated logistics operator, an important initiative was launched in 2023 to develop the Integrated Logistics market segment28. To strengthen the Group’s presence in this business, Poste Logistics SpA was created in March 2024.

In addition, from the second quarter of 2022, the Poste Italiane Group entered the healthcare logistics market through the acquisition of the company Plurima, which has been operating in the hospital sector for several years, offering logistics solutions and services such as outsourced pharmaceutical warehouse management.

As of February 2024, the Poste Italiane Group is also active in fresh food logistics, through the refrigerated transport service (PosteGoFresh29) offered through MLK Fresh. For more information, please refer to the period activities of the Mail, Parcels and Distribution Strategic Business Unit in the remainder of this document.

Over the past few years, we have launched a digital transformation program across all our service and offering models.

As outlined in the 2024-2025 Strategic Plan, the Poste Italiane App now represents the cornerstone of the Group's digital strategy and brings together all our services together in a single access point: the new Poste Italiane App. This app launched in 2023 and completed in 2025, enables our customers to purchase and manage our financial, postal, energy, and telecommunications products and services. The new app adapts to the behaviour, digital channel usage habits and needs of the individual customer through a high degree of customisation, also supported by the use of Artificial Intelligence (AI). The Poste Italiane 'P' app is the leading Italian app, with over 4 million daily active users and 16 million total users. It was the top-downloaded app in the Finance category and among the highest in the overall rankings. 
 

• Poste.it Website: the Group’s consumer and business portal, which also allows customers to view and manage their subscribed products. 
• The PosteID App, the Digital Identity app of Poste Italiane (SPID – Public Digital Identity System), is also part of our digital channel offering. In 2025, we once again confirmed our position as the leading SPID provider in Italy, with a market share of approximately 72.5% and a customer base of around 30.1 million issued Digital Identities.

In 2025: 

• Approximately 50% of total interactions took place through digital channels.
• Active digital customers reached 19.4 million, marking a 7,8% increase compared to 2024.
• Daily transactions via digital channels rose by 11.2%, accounting for 28% of all operations.

Within the Group’s omnichannel strategy, the third-party physical network plays a crucial role. It has been strengthened to provide Poste Italiane customers with a valid alternative to post offices for accessing transactional services.

We have three main objectives: 

• Develop and harmonise the commercial offer on third-party networks in order to make additional physical touchpoints available to customers.
• Generate commercial synergies with the post office network.
• Guarantee capillarity and quality in parcel collection and forwarding services thanks to the Punto Poste network.

We have established a wide network of contact points - 49,000 in 2025 – including those of the LIS network, acquired in 2022.