How Swiss Post’s branches are remaining relevant
To ensure that its branches remain relevant to the Swiss general public, Swiss Post is developing its network and opening it up to partners. In 2022, it reached milestones in the implementation of its strategy, entering into its first collaborations with health insurance providers and banks.
Swiss Post is opening its premises to partners operating in the insurance, health insurance, banking and healthcare sectors and to public authorities, in an effort to develop its branches into regional service centers. With around 800 branches in easily accessible locations, Swiss Post is giving companies the opportunity to showcase their products and services, maintain personal contact with customers and make themselves known in the different regions. “We need new services and new customers in our branches,” explains Thomas Baur, Head of PostalNetwork. “This is the only way we will manage to remain relevant to the general public in the face of declining customer numbers in our traditional postal operations.”
Health insurers benefit from proximity to customers at branches
Health insurance provider Sympany can now be found on Swiss Post premises in eight municipalities in German-speaking and Western Switzerland. At 90 branches, Swiss Post staff arrange appointments for potential customers to have a consultation with Sympany. Insurance company Assura launched its own consultation centers at eight Swiss Post branches, where Assura staff on the premises offer advice and assistance to potential customers with questions about health insurance. At a further 104 branches throughout Switzerland, Swiss Post staff arrange appointments with Assura.
Two banks strengthen their local presence
In addition to PostFinance, Swiss Post hosts two other banks at its branch premises, Migros Bank and Cornèr Bank. Migros Bank moved into seven branches in German-speaking and Western Switzerland, where it maintains its own consultation booths. At a further 26 branches, Swiss Post staff arrange consultation appointments and pass on customer enquiries. Potential customers can buy and top up Cornèr Bank prepaid cards at 154 branches. For people interested in other financial products, the staff at an additional 20 branches will put them in touch with the Ticino-based financial institution. PostFinance’s payment transaction and financial services will continue to be offered at all branches. The plan is to expand the number of locations and range of services in line with customer demand.
Basic and advanced staff training
The staff at Swiss Post’s branches have proven again and again that they are flexible and able to communicate new offers to customers. Before the partners moved into the branches, customer advisors were given basic and advanced training in topics specific to sectors and partners.
Contribution to the Sustainable Development Goals
Regional market test
Want to buy travelcards or tickets for regional public transport at Swiss Post branches? In cooperation with Transports publics fribourgeois, Swiss Post is testing in-house ticket sales at five branches until April 2023. Regional offers like this are increasingly being developed directly by staff at the branches, allowing Swiss Post to respond to regional needs and strengthen its cooperation with local companies.