PostNL Sends New Innovative Services to People and Businesses
Reliability, continuous innovation, improved customers experience
To transform from a traditional mail business into a logistics e-commerce service provider, PostNL needed to continuously improve, respond to daily customer feedback, and develop innovative new services to expand its core competencies.
With a new, modern TIBCO cloud-native architecture, the logistics giant is now digitizing manual processes, creating new features and capabilities, and meeting the increasing e-commerce delivery demands of customers like Amazon.com.
PostNL wants to be "your favorite deliverer." And with its new architecture, the company can now focus on cost cutting, creating innovative services and solutions, and maintaining customer satisfaction.
Reliability at Less Cost
PostNL worked with TIBCO to move from outdated, on-site legacy infrastructure to modern TIBCO infrastructure on the Amazon cloud (AWS). "Since working with TIBCO, reliability of our systems has gone up. It's very stable, always on, always working. Now, it's what people expect from us. And, we are getting fewer calls from customers, so we can spend more time focusing on growing the business," said IT Integration Manager Frits Snijder.
Before, the company maintained its infrastructure entirely on-premises, which was expensive, and included an extra 20% capacity to handle peak demand during holidays. By moving to AWS, PostNL can now quickly scale up as needed, and scale down when demand returns to normal levels, eliminating all hardware and software maintenance costs.
In the competitive parcel delivery market, satisfying customer expectation is not trivial. As new services are continuously created and service levels increase, both senders and receivers come to expect them as standard. "If you can follow your Uber driver in real time, it becomes a standard. Customers expect this from their PostNL parcel deliverer, as well," says Snijder.
To meet, and keep meeting, customer expectations, PostNL is now quickly and continuously innovating. It requires great flexibility and outstanding execution, which was not possible with its inflexible, on-premises architecture.
Strong Image, Improved Customer Experience
PostNL also realized it needed to create a stronger image and a better customer experience with a cohesive interface. It operates via diverse local carriers, and the experience was disjointed and made it hard for customers to track packages and understand delivery times.
The company used TIBCO integration to become a "one customer, one point of entry" business.
It now connects to all its business partners and provides a single unified image, reflected in its mobile app, digital assistant, website, personal online accounts, and multichannel customer communications.
"We are very much focused on transitioning and changing our business model to respond to customers and create new services, and with TIBCO’s help, we’ve been rather successful."