Poste Italiane: Supporting a Mobile Post Office with SAP Afaria

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SAP Business Transformation Study | Transportation and Logistics | Poste Italiane

Poste Italiane: Supporting a Mobile Post Office with SAP® Afaria®

Italy’s Poste Italiane S.p.A. is putting mobile technology in the hands of 44,000 mail carriers. As a result, it can deliver a new generation of services right to the customer’s doorstep. Using the SAP® Afaria® mobile device management solution, “il postino” is maintaining its current network of 25,000 mobile devices with better than 99% availability.

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ToP BenefITS AchIeved

“Mobile technology and SAP Afaria are helping Poste Italiane bring new services directly to the consumer while revolutionizing our operations during the ‘last mile’ of mail delivery.”Vincent Nicola Santacroce, Head of Research and Development, Poste Italiane S.p.A.

25,000Mobile devices supported

>99%Availability of mobile devices

15%Improvement in first-attempt mail delivery

BuSIneSS TrAnSformATIon

The company’s top objectives • Expand service offerings available at the customer’s home or business • Improve service quality and reduce delivery times • Get to market faster with new products

The resolution • Initiated “electronic postman” project to equip employees with mobile technologies

• Implemented SAP® Afaria® mobile device management solution • Completed initial implementations in six months and within budget

The key benefits • Greater customer satisfaction with multichannel service offerings • Real-time traceability and tracking of mail and electronic proof of receipts • Elimination of the technology gap between Poste Italiane S.p.A. and the competition

organizationPoste Italiane S.p.A.

headquarters Rome

IndustryTransportation and logistics

Products and ServicesMail services, postal savings, logistics, communications, financial services

employees150,000

revenue€21.7 billion

Web Sitewww.poste.it


Executive overview

See more metrics Read more



Bringing “il postino” into the mobile ageExecutive overview

Company objectives

Resolution

Business transformation

Future plans

For citizens throughout Italy, Poste Italiane S.p.A. means much more than reliable mail service. In addition to processing more than 5 billion pieces of mail a year, Poste Italiane and its subsidiaries also provide postal savings, logistics, mobile communications, insurance, and financial services. In total, this large organization directly serves about 80% of the country’s 61 million residents.

Not long ago, Poste Italiane embarked on an innovative “electronic postman” initiative to equip the country’s 44,000 mail carriers with state-of-the-art mobile technology: handheld computers, scanners, printers, and point-of-sale devices. The goal is to improve customer satisfaction with an expanded service portfolio and real-time traceability of the mail. This ambitious project enables Poste Italiane to bring a virtual post office to the doorsteps of more than 26 million Italian homes.

From the outset, postal officials wanted to support this important project with a first-rate mobile management system. “We recognized the need for centralized control, trouble-free software delivery, and ironclad security,” says Vincent Nicola Santacroce, head of research and development at Poste Italiane. With these objectives in mind, the Italian postal service chose the SAP® Afaria® mobile device management solution.

5 billionPieces of mail processed a year for 26 million Italian homes



Helping ensure the success of a first-class project

Executive overview

Company objectives

Resolution


Future plans

Poste Italiane must provide universal service for residents in big cities and in rural areas alike. And although Poste Italiane’s mandate is quite broad, the organization does not have a monopoly. The post office must compete with parcel delivery companies, banks, and insurance providers, among others. Eliminating a potential technology gap between Poste Italiane and its competitors was key.

Poste Italiane selected the SAP software to support its mobile strategy for a number of reasons. Postal officials wanted a solution that could handle multiple operating systems and different device types. Further, Poste Italiane has been a successful SAP customer for many years. The organization uses SAP solutions for operations such as administration and

accounting, product lifecycle management, data warehousing, and human resources.

Poste Italiane started the project with a pilot implementation involving two post offices and about 500 devices. Employee training was an important focus. “I would say that educating our postal workers on the technology and training them properly was the major success factor,” notes Santacroce.

Based on the success of the pilot, the project team then rolled out the solution in Italy’s major metropolitan areas. The initial phases of the project were completed in six months and within budget. These days, Poste Italiane’s expanding mobile network consists of more than 25,000 devices.

“With SAP Afaria, we are monitoring our business in real time, and the success of this project will make it easier for us to continue introducing innovative customer services into the future.”Vincent Nicola Santacroce, Head of Research and Development, Poste Italiane S.p.A.



Seeing the benefits of mobile servicesExecutive overview

Company objectives

Resolution


Future plans

Postal workers equipped with mobile devices are delivering a new generation of services to Italians across the country. Instead of traveling to their local post office, people can now sign electronically from home for registered mail, credit cards, phone SIM cards, or even contracts for insurance and financial services. In some cases, consumers can pay for e-commerce purchases via credit card when the mail carrier delivers the product.

Real-time tracking has helped Poste Italiane optimize routing and boost first-time delivery rates

to over 87%. Electronic data is immediately available and eliminates the effort and costs associated with maintaining handwritten documents.

SAP Afaria helps ensure that the entire system runs smoothly and securely. Administrators can identify potential problems quickly and avoid service disruptions. As a result, Poste Italiane is managing its mobile network with better than 99% availability.

Key BenefITS

25,000Mobile devices supported

>87%First-time delivery rate

>99%Availability of mobile devices

15%Improvement in first-attempt mail delivery

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Delivering future improvements

Poste Italiane

Executive overview

Company objectives

Resolution


Future plans

The mission to deliver superior customer service is ongoing at Poste Italiane. The organization continues to extend the electronic postman project to additional post offices throughout Italy.

Poste Italiane also wants to expand its service portfolio even further. This includes providing services such as driver’s license renewals and the home delivery of medicines from the National Pharmacy Federation. In fact, mobile technology is helping the postal service implement new products and services faster than ever before – which improves its ability to compete effectively in today’s more open marketplace.

Poste Italiane is a big organization with big plans. Its ultimate goal is to expand mobile technology to all of the country’s mail carriers from Milan to Palermo and at the 14,000 post offices in between.

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Poste Italiane: Supporting a Mobile Post Office with SAP Afaria

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