Innovation Award

Germany

Poststation – 24/7 automated self-service touchpoint

Currently the Deutsche Post AG is obliged by regulation, to ensure the sale and shipment of letter and parcel products by person operated branches in municipalities with more than 2,000 inhabitants.

The project’s objective was the development of an automated touchpoint ( Poststation ), that offers all essential products and services of a small person operated branch while being available 24/7. Therefore, the Poststation can potentially be deployed at vacant locations or replace small person operated branches.

The series product was launched in August 2023 and right now in Mai 2024, more than 600 Poststations run stable with a high system availability of >98% and are used by thousands of customers.

The customer has the option of contacting a customer advisor and receiving help with the products and functions offered via video consultation.

In a survey with 700 participants, customers rated the Poststation with a Net Promoter Score (NPS) of 66 and a satisfaction rate of 9.0 (1-10).

“Our customers have made a clear decision: they want digital, modern and smart solutions. Above all, the ability to use postal services and products 24/7 is increasingly in demand. We are responding to this,” says Holger Bartels, Head of Multichannel Sales at Deuts che Post DHL. “The Poststation is an additional service for our customers and complements our local services. With our Poststations , we can offer postal services for letters and parcels at attractive locations day and night for our customers,” says Bartels. “Today, automation solutions are alr eady making our daily lives easier in many our daily lives, for example in the form of ATMs, ticket machines and DHL Packstations . Now we are taking the next logical step with our Poststation and tightening up our network even further.”