Your browser version is not updated, please update it.

Omni-channel strategy

The digital transformation undertaken by Poste Italiane in recent years has involved not only its own offerings, but also the distribution model which, through an omni-channel strategy, guarantees the Company the possibility to provide services that are in step with the needs of its customers.
 
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 opening up additional channels of communication with its customers.
 
The Group’s integrated omni-channel platform provides customer care and other services through three channels:
 
  • the proprietary physical network: the network of Post Offices, the specialist commercial service for business clients and the delivery logistic network for the delivery of mail and parcels;
  • digital infrastructure and remote contact points: all of the Group’s digital properties & and its Contact Centre, able to serve the entire Italian population;
  • physical third-party networks: around 62,000 retail outlets and the result of commercial partnership agreements for the marketing of Group products and services.

Geographical distribution of Post Offices and branches

Regions

Postal Offices

Branches

Abruzzo

473

4

Basilicata

180

2

Calabria

617

6

Campania

951

9

Emilia-Romagna

889

10

Friuli-Venezia Giulia

331

4

Lazio

787

9

Liguria

426

5

Lombardia

1,871

19

Marche

409

5

Molise

167

2

Piemonte

1,385

12

Puglia

471

5

Sardegna

441

4

Sicilia

775

12

Toscana

900

11

Trentino-Alto Adige

323

2

Umbria

262

2

Valle d'Aosta

71

1

Veneto

1,032

8

Some data from our territorial areas

ATM Cashpoints     8,099
Consulting Rooms 7,776
Sales corners for Poste Mobile telephone products/services 493
Post Offices providing public administration services 5,717
Post Offices with a queue management system for booking financial and mail products/services (also by App or website) 3,834
Post Offices with WiFi 10,431
Post Offices with dedicated staff for foreign clients 32
Post Offices with mail collection points 12,307
Post Offices with parcel collection points 12,110
Post Offices with Amazon collection points 11,772
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) 1,745
Macro Area Regions Main Area Offices Size of Macro Areas in  Km2 Number of Communes  within the Macro Areas Number of Branches Number of Employees (FTE) 
at 31 December 2021
North West Lombardy MILAN 57,928 2,996 37 12,168
Piedmont
Liguria
Aosta Valley
North East Friuli Venezia Giulia VENICE 39,875 1,069 14 5,421
Trentino Alto Adige
Veneto
Centre  North Emilia Romagna BOLOGNA 63,306 921 28 9,325
The Marches
Tuscany
Umbria
Centre Abruzzo ROME 56,625 1,196 19 9,196
Lazio
Molise
Sardinia
South Basilicata NAPLES 58,507 1,342 22 12,259
Calabria
Campania
Apulia
Sicily Area Sicily PALERMO 25,832 390 12 4,399
      302,073 7,914 132 52,768