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Omni-channel strategy

The digital transformation undertaken by Poste Italiane in recent years has involved not only its own offer, but also the distribution model which, through an omnichannel strategy, allows the Company the possibility to provide services in step with the changed needs of its customers.
Digital channels, and more generally remote channels, support the physical channel, Poste Italiane’s historical asset, every day in the management of customer relations. In 2022, Poste Italiane’s omnichannel interaction platform reached more than 20 million interactions per day.
The pandemic encouraged the acceleration of the transition to the new operating model, enabling the Company to respond quickly to changes in the market by leveraging its digital platforms, that exploit the opportunities arising from technological innovation to create new personalised products and services and by opening up additional channels of communication with its customers.
The Group’s integrated multi-channel platform provides for the monitoring of customers and the provision of services through 3 channels:
  • the proprietary physical network: this consists of the Post Offices, the sales force for business customers and the logistics network for mail and parcel delivery;
  • a digital infrastructure and remote contact points: made up of all the Group’s digital properties and the contact centre, capable of serving the entire national population;
  • the third-party physical network: consisting of approximately 58 thousand points, the result of commercial partnership agreements for the marketing of Group products and services managed also through the recent acquisition of the company LIS. For further details, please refer to the section ‘Group structure’.
Below is a representation of the Group’s omnichannel platform:

Omnichannel Platform


Geographical distribution of Post Offices and branches

Macro Area Post Office Network


Some data from our territorial areas

ATM Cashpoints     8,138
Consulting Rooms 7,884
Sales corners for Poste Mobile telephone products/services 609
Post Offices providing public administration services 5,716
Post Offices with a queue management system for booking financial and mail products/services (also by App or website) 4,309
Post Offices with WiFi 10,447
Post Offices with dedicated staff for foreign clients 35
Post Offices with mail collection points 12,310
Post Offices with parcel collection points 12,112
Post Offices with Amazon collection points 11,774
Post Offices providing philatelic services 487
Post Offices dedicated exclusively to the sale of philatelic products 10
Post Offices open in the afternoon (from Monday to Friday) 1,553
Macro Area Regions Main Area Offices Size of Macro Areas in  Km2 Number of Communes  within the Macro Areas Number of Branches Numbers of Employees (FTE) at 31 December 2022 Numbers of Employees (FTE) at 31 December 2022
North West Lombardy MILAN 57,928 2,996 37 6,952.9 12,446.6
Piedmont 3,819.8
Liguria 1,539.8
Aosta Valley 134
North East Friuli Venezia Giulia VENICE 39,875 1,069 14 1,077.8 5,560.5
Trentino Alto Adige 618.2
Veneto 3,864.4
Centre  North Emilia Romagna BOLOGNA 63,306 921 28 3,384.7 9,602.7
The Marches 1,559.3
Tuscany 3,728.7
Umbria 930
Centre Abruzzo ROME 56,625 1,196 19 1,747.1 9,274.3
Lazio 5,402.2
Molise 451.5
Sardinia 1,673.4
South Basilicata NAPLES 58,507 1,342 22 719 12,671.7
Calabria 2,247.9
Campania 5,684.4
Apulia 4,020.3
Sicily Area Sicily PALERMO 25,832 390 12 4,477.7 4,477.7
      302,073 7,914 132 54,033 54,033