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 |
