The next customer engagement platform

The 6 things Posts should consider for their next Customer Engagement Platform.

The 6 things Posts should consider for their next Customer Engagement Platform. Optimizing the customer

The 6 things Posts should consider for their next Customer Engagement Platform.

Optimizing the customer experience is one of the key drivers behind the digital transformation of the postal sector. How Posts choose to implement its customer engagement platform is tied to the success of this journey. Building one in-house is an option; however, selecting a third-party vendor makes solid business sense.

#1 Security

Posts need to protect their data and that of their customers from cyberattacks. 68% of business leaders say cybersecurity risks are increasing. However, many organizations are ill-equipped to manage this problem. In 2019, 60% of cyber breaches were due to unaddressed vulnerabilities. Third-party vendors offer Posts the cybersecurity expertise required to protect their data from cyberattacks.

#2 Stable

Posts manage countless transactions every day across an extensive network of post offices. Customers, post business leaders, and sub-operators need to trust that the system works accurately. The bottom line is, all these stakeholders need confidence in the system’s business continuity during a disruption like a natural disaster.

#3 Scalable

Posts need an enterprise system that can manage both the short-term scalability needs (e.g. peak delivery season) and long-term scalability needs (e.g. overall business growth). With a scalable underlying platform, a Post can rapidly onboard retail partners, like convenience stores and drug stores, to serve as pick up, drop off locations. Over the long term, a scalable system helps Posts avoid the cost of building a new in-house IT system. 

#4 Cost-effectiveness

If building in-house, Posts will have to hire the skilled personnel – including in-demand data scientists and software developers- to design their customer engagement platform. However, a third-party vendor brings this variety of skills and talent to the project ensuring the Posts can concentrate on the business at hand- that of deliveries and mail collection. 

#5 Quicker implementation

Third-party vendors have the knowledge and the skilled personnel ready to jump into action and deploy the platform as efficiently as possible. They will bring qualified and experienced project managers who can:

  • Conduct a thorough needs assessment to ensure the result meets business needs
  • Oversee planning, architecture design, and development
  • Oversee software testing to ensure the system’s reliability and stability

#6 Industry expertize

Third-party vendors possess a wealth of best practices knowledge acquired from years of working with other Posts to set up their point of sale or customer engagement system. Plus, they have the technical expertise to build a functional product and ensure the final product accounts for all the postal industry’s idiosyncrasies.




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