Post Danmark takes a special view on customer orientation with KePol machines from KEBA.

On April 1, 2008 Post Danmark started its strategy of market specific solutions with a three-months pilot of ten KePol machines, the highly qualitative automated logistics solution by the Austrian manufacturer KEBA. Further expansion is planned. “Hi, Post Danmark! You make me so happy, when you invent services that make my life easier! I love that it is possible for me to have my parcel delivered at the parcel station for me to pick up at my convenience. I love that you send me a message early in the morning when you have placed my parcel in the parcel station. I love your parcel station – it’s a damn fine invention!”

These words are no marketing gag – they are part of an email written by a convinced Post Danmark customer. And it’s the solid evidence that customer satisfaction increases when customers are put centre stage.

On April 1, 2008 Post Danmark started its strategy of market specific solutions with a three-months pilot of ten KePol machines, the highly qualitative automated logistics solution by the Austrian manufacturer KEBA. Convinced by the top performance of the machines, in September 2008 Post Danmark installed another 60 machines. Further 60 units have been installed in 2009.

Post Danmark’s responsible project manager Allan Bo Hansen strongly believes that “the area-wide installation of a parcel machine network is important in meeting and fulfilling the modern customers needs”. That’s why in January 2012, the company ordered another 60 pieces of the latest KePol generation, the modular system FS/08 – summing it up to a total of 190 pieces.

The company’s strategy for the private customer sector is to increase the self-service and digital solutions. Physical channels like the traditional post office will be adapted according to market developments and forecasts for the postal sector which show that the number of letters will dramatically decrease within the next years whereas parcel volume is expected to rise significantly. The Danish government’s digitisation strategy appears to be very beneficial in this regard: “Digital channels of communication are not just an alternative to traditional paperwork and letters; they should replace them.” The legal settings, which are expressed for example in the nation-wide introduction of the digital signature card, just fit.

Mette Juul, Head of Sales and Process, Private Customers at Post Danmark, sees the success of their strategy and the high acceptance of the KePol parcel machines (named “Døgnposten”) in the company’s focus on receiver customers: “Ease of use, simplicity and added value are the key features of every self-service system which is all combined in the parcel stations. The high customer satisfaction demonstrates that we have made the right decision in choosing parcel stations from KEBA.

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