Digital access points
The post office in your pocket
No driving, no queues, no opening hours: Swiss Post offers many ways to take care of postal transactions wherever and whenever it suits you, on the web and with handy smartphone apps.
Amina sends postcards from an alpine hut, pays bills in bed and buys her ticket on the way to the Postbus. She's a modern Swiss Post customer and she uses the so-called digital access points whenever she can.
Websites – take care of postal transactions at the computer
Amina uses the Swiss Post websites to find useful information. It takes her just a few clicks to find classics like the prices for parcel and letter mail at www.swisspost.ch or timetables at www.postbus.ch. But there are more functions when she logs in to her personal account: for example, she can extend the collection period for a parcel in the new Customer Center. The Customer Center also makes life easier for business customers: they can use it to order parcel collections or send postcard mailshots online. In e-finance, PostFinance customers have anytime, anywhere online access to their accounts and fund custody accounts.
Apps – useful helpers on the go and at home
E-finance is also going mobile: along with other functions, it is integrated in the new PostFinance App, and it makes Amina's life easier. For example, she can scan inpayment slips with her phone's camera, allowing her to pay her bills in seconds. She buys her bus tickets before boarding with the PostBus App. To save a trip to the post office, she wants to have a return parcel collected from her home by the mail carrier. This can be arranged in no time via the pick@home collection service in the Post-App. There are also numerous other apps with special functions. Amina uses the PostCard Creator App to send postcards from her mountain hikes to relatives and friends.
The digital access points are now well past the stage where they're only practical for young, tech-savvy people. Even Amina's grandfather is quite impressed with them. He has the user-friendly Swiss Post apps on the iPad he got from his grandchildren on his 75th birthday.
Sometimes personal contact is needed
Of course an app cannot answer every question. But there are plenty of opportunities for personal contact through the digital access points. Swiss Post, PostBus and PostFinance are all active on social media. The social media teams not only post practical advice on Swiss Post services on Facebook and Twitter, they also answer questions quickly and professionally. Some apps also offer an integrated communication channel to Customer Service or, where available, to personal customer advisors. And of course the traditional Customer Service can also be reached by phone or e-mail. You can even send an enquiry by video in sign language.
We attach a great deal of importance to the continued development of our customer-centered digital channels.
Andreas Eggimann, Head of Digital Management