Market strategy, milestones and outlook

Market strategy

Swiss Post’s physical presence in all regions of Switzerland reflects our view of a nationwide universal service. Swiss Post is continuing to expand its network, which currently totals more than 4,800 access points, with innovations such as terminals and services at home. Swiss Post is investing some 40 million francs in modernizing over 300 self-operated branches. It is also strengthening the quality of its branches with partners through local support from Swiss Post staff, training for partner staff and customer-friendly infrastructure. In addition, the network is being stabilized at around 800 self-operated branches.

Swiss Post is now opening its premises to large service providers and public authorities, enabling them to remain close to their customers. By taking this step, Swiss Post is establishing new service centers in all regions of Switzerland, with products and services that are relevant to everyday life.

2021 milestones

• Intelligent bots answer more straightforward enquiries at the Contact Center, easing the workload for staff
• At Lausanne railway station, Swiss Post operates the first Self-service Swiss Post in Switzerland
• Further market tests for network opening with partners from various sectors (SBB, TIER, Primeo Energie, Cornèrcard, Fischer Friosol, YLEX)
• Various market tests for digital consulting with Swiss Post services (e-finance, Yuh)

Outlook for 2022+

• Stabilization of the number of self-operated branches at around 800
• Conclusion of first strategic partnerships for network opening with health insurers, insurance companies and banks
• Conclusion of first strategic partnerships with public authorities and healthcare providers
• Further market tests of network opening with partners from various sectors
• Introduction of a new generation of terminals, now also in residential and other areas