An Escher survey details post office investment priorities


E-commerce platform provider Escher has announced the results of its fifth annual report The future of posts survey, which reveals that Posts focus on last-mile delivery (41%) as their top investment priority, followed by digital transformation (37%).

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Between February and March 2022, Escher’s research partners, Triangle Management Services, conducted an online survey of postal leaders around the world. Responses from 284 participants across 91 positions were analyzed to provide current and future growth plans for the global postal industry. This survey comes as businesses emerge from operations amid the Covid-19 pandemic and demonstrates that publications continue to focus on the opportunity offered by e-commerce and customer-centric priorities.

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The The future of posts 2022 survey results indicated that Posts are investing in technologies that ensure delivery is as fast and efficient as possible. According to the survey, Posts realize that staying connected with their customers and listening to their needs requires constant attention. As a result, customer experience also ranked highest (34%) – alongside last mile delivery and digital transformation – with Posts investing heavily in this area over the next three years.

Meanwhile, 83% of posts believe that e-commerce will have the biggest impact on their business over the next five years. Mobile technologies (37%), automation (24%), data analytics (23%) and smart parcel lockers (21%) are also expected to have a big impact on postal operations, according to the survey. .

The survey paints a picture of a current and future landscape focused on customer-centric, self-service and out-of-home delivery options. The current strategies of the postal distribution network are focused on parcel lockers (62%), parcel/PUDO relays (43%) and self-service terminals (34%). Over the next three years, online stores are expected to be a key point-of-sale (PoS) channel for publications boosted by e-commerce and the Covid-19 pandemic. Self-service will also continue to be a major theme for Posts, with smart lockers, self-service kiosks and “start at home, end in branch” all seen as key expansion channels.

Other highlights from the 2022 report include cost-cutting initiatives, key revenue-generating initiatives and data usage. With regard to their retail networks, Posts indicated that they would reduce costs by leveraging managed labor (43%), self-service (32%), new PUDO sites (29%) and analytics (28%). In terms of cost reduction for delivery networks, last mile route optimization (51%) is the most preferred method to reduce costs, followed by workforce management and optimization (46%) and automation (43%).

In terms of the most revenue-generating initiatives, e-commerce was found to be the area with the highest revenue potential for publications. Third-party logistics and government services are also ranked high, providing Posts with new services and growth opportunities. Finally, the data usage portion of the research revealed that 77% of Posts use data analytics to understand operational efficiencies and potential adjustments. Improving the customer experience (70%) was also an area of ​​focus for the posts, followed by optimizing last mile delivery (69%).

Brody Buhler, CEO of Escher, said, “E-commerce parcels are clearly a driving force, influencing Posts’ investment decisions, today and in the future. To support the growth of e-commerce, Posts must commit to investing in last-mile delivery innovation. Transforming their delivery and retail networks to make them more relevant to the market is just as important as the investments they make to expand capacity. These changes are necessary to ensure that they keep costs under control and that the customer is front and center at all times. »

To download Escher The future of posts 2022 report, Click here.

About the Author

Elizabeth Baker, web editor

As the latest addition to the UKi Media & Events team, Elizabeth brings her English degree research skills to her keen interest in the meteorology and transport industries. Having taken the helm of student and startup publications, she has gained experience editing online and print titles on a wide variety of topics. In her current role as Editorial Assistant, Elizabeth will create new and timely content on pioneering technologies in transport, logistics and meteorology.


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