Omnichannel communication in the postal sector

Omnichannel communication in the postal sector

The postal sector is facing a transformative era marked by a significant shift from traditional physical mail to digital communication methods. This evolution poses a dual challenge and opportunity for postal operators worldwide.

As the digital landscape expands, the need for innovative, secure, and integrated communication solutions becomes paramount. In this article Christoffer Augsburg, Growth Marketing Manager at e-Boks, delves into how the postal sector can navigate this digital shift, embrace omnichannel strategies, leverage Digital Postboxes for secure communication, and innovate for the future, ensuring relevance in the digital age.

The digital shift: navigating the decline in physical mail

The decline in physical letter distribution is an undeniable trend that signifies a broader change in global communication habits. According to the Global Postal Industry Report 2023 by International Post Corporation, aggregate mail volumes have since 2012 declined by close to a third in advanced economies and fallen by over three quarters for some posts. Despite the bounce-back effect in 2021 and 2022, aggregate volumes remained well below pre-pandemic levels and interim results for 2023 indicate the decline is continuing to accelerate.

This shift is driven by the digital revolution, offering faster, more convenient alternatives to traditional mail. However, this convenience often comes at the cost of security, particularly for sensitive communications. For postal operators, this decline is not just a challenge but an urgent call to adapt and find new ways to remain relevant. The digital influx is inexorable, and the demand for secure, reliable communication channels is escalating.

 Embracing omnichannel: a strategy for relevance

The adoption of an omnichannel approach is essential for postal operators to stay relevant in the digital era. This strategy entails providing a cohesive user experience through both digital and physical channels. By integrating these channels into a unified ecosystem, postal services can cater to the diverse preferences of their customer base, combining the trustworthiness and security of traditional mail with the efficiency and accessibility of digital communication. The implementation of omnichannel solutions allows postal operators to offer personalised, flexible, and secure services, meeting the contemporary needs of businesses and consumers alike. This strategic pivot is not merely about adding digital capabilities but reimagining the role of postal services as comprehensive communication providers in a digitally interconnected world.

“Think of e-Boks as an electronic post delivery system, where the document data is sent through a secure and robust infrastructure, with guaranteed delivery. Both senders and end-users are authenticated, providing recipients with the assurance that the sender’s identity is authentic.” – Helena Cimber, Product Director

The Digital Postbox: secure communication in the digital age

In the context of omnichannel communication, the Digital Postbox emerges as a critical innovation, addressing the gap in secure digital communication. Digital Postboxes such as the one provided by e-Boks represent a significant step forward, offering a secure, reliable, and user-friendly solution for digital mail. These Digital Postboxes ensure the safe transmission of sensitive documents, leveraging encryption and other security measures to protect user data. For postal operators, this technology is a cornerstone of the digital transformation, enabling them to offer a service that aligns with the digital security expectations of individuals and organisations. It’s a testament to the postal sector’s ability to adapt and innovate, providing a secure bridge between the traditional mail system and the digital communication landscape.

Innovating for the future: beyond traditional mail

The future of the postal sector hinges on its ability to innovate and embrace new technologies. Beyond the digital postbox, this includes advanced digital services, such as electronic signatures, secure document storage, and digital identity verification. These services not only enhance the digital postbox offering but also position postal operators as integral players in the digital economy. The journey beyond traditional mail involves continuous adaptation and innovation, focusing on customer-centric solutions that address the evolving demands for security, convenience, and reliability. By doing so, postal operators can secure their place in the future of communication, transcending their traditional role and becoming essential facilitators of digital commerce and communication.

e-Boks and the UPU Consultative Committee: setting omnichannel standards

With the induction of e-Boks into the Universal Postal Union’s (UPU) Consultative Committee, a new chapter begins in the journey towards omnichannel communication standards. As a member of the UPU Consultative Committee, e-Boks plays a crucial role in assisting with the development of global standards that facilitate the seamless integration of Digital Postboxes into the portfolios of postal operators. This partnership exemplifies the benefits of postal operators collaborating with technology suppliers, rather than attempting to develop such complex and costly digital solutions in-house. Leveraging e-Boks’ expertise not only accelerates the adoption of Digital Postboxes but also ensures that these solutions meet the high standards of security, reliability, and user experience demanded by both postal operators and their customers. This collaboration between e-Boks and the UPU Consultative Committee is instrumental in paving the way for a more connected, secure, and efficient postal ecosystem, making it easier for postal operators worldwide to embrace digital transformation with confidence.


The transition towards omnichannel communication represents a pivotal moment for the postal sector. As physical mail volumes decline, the imperative to adapt and innovate becomes increasingly evident. By embracing omnichannel strategies, implementing secure Digital Postboxes, and continuously innovating beyond traditional mail, postal operators can bridge the gap between their historical role and the demands of the digital age. This transformation is not without its challenges, requiring a commitment to customer-centric innovation, security, and strategic foresight. However, by navigating these changes proactively, the postal sector can ensure its relevance, sustainability, and growth in the years to come, playing a crucial role in the evolving landscape of global communication.

About the author

Christoffer Augsburg is a Growth Marketing Manager at e-Boks Nordic A/S, located in Denmark. With more than 21 years of experience digitising societies, e-Boks has been the chosen provider of secure and effective communication lines between governmental institutions and their citizens, as well as companies and their customers. The digital postbox allows companies to distribute their communication instantly and with 100% delivery rate, while end-users receive the information in a secured environment with opportunities to digitally sign and pay the sent documents.

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