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Poste Italiane: Supporting a Mobile Post Office with SAP Afaria

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Italy’s Poste Italiane S.p.A. is putting mobile technology in the hands of 44,000 mail …

Italy’s Poste Italiane S.p.A. is putting mobile technology in the hands of 44,000 mail
carriers. As a result, it can deliver a new generation of services right to the customer’s
doorstep. Using the SAP® Afaria® mobile device management solution, “il postino”
is maintaining its current network of 25,000 mobile devices with better than 99%
availability.

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  • 1. SAP Business Transformation Study | Transportation and Logistics | Poste Italiane Poste Italiane: Supporting a Mobile Post Office with SAP® Afaria®©2012 SAP AG. All rights reserved. Italy’s Poste Italiane S.p.A. is putting mobile technology in the hands of 44,000 mail carriers. As a result, it can deliver a new generation of services right to the customer’s doorstep. Using the SAP® Afaria® mobile device management solution, “il postino” is maintaining its current network of 25,000 mobile devices with better than 99% availability.
  • 2. SAP Business Transformation Study | Transportation and Logistics | Poste Italiane Executive overviewOrganization Business Transformation Top Benefits AchievedPoste Italiane S.p.A.HeadquartersRome The company’s top objectives •• Expand service offerings available at the customer’s home or business •• Improve service quality and reduce delivery times 25,000 Mobile devices supported •• Get to market faster with new productsIndustryTransportation and logistics The resolution •• Initiated “electronic postman” project to equip employees with mobile >99%Products and Services technologies Availability of mobileMail services, postal savings, •• Implemented SAP® Afaria® mobile device management solution deviceslogistics, communications, •• Completed initial implementations in six months and within budgetfinancial servicesEmployees150,000 The key benefits •• Greater customer satisfaction with multichannel service offerings •• Real-time traceability and tracking of mail and electronic proof of receipts 15% Improvement in first- •• Elimination of the technology gap between Poste Italiane S.p.A. and the attempt mail deliveryRevenue competition€21.7 billionWeb Site Read more See more metricswww.poste.it “Mobile technology and SAP Afaria are helping Poste Italiane bring new services directly to the consumer while revolutionizing our operations during the ‘last mile’ of mail delivery.” Vincent Nicola Santacroce, Head of Research and Development, Poste Italiane S.p.A. 2  /   6 ©2012 SAP AG. All rights reserved.
  • 3. SAP Business Transformation Study | Transportation and Logistics | Poste ItalianeExecutive overview Bringing “il postino” into the mobile ageCompany objectives For citizens throughout Italy, Poste Italiane S.p.A.Resolution means much more than reliable mail service. InBusiness transformation addition to processing more than 5 billion pieces of mail a year, Poste Italiane and its subsidiaries also provide postal savings, logistics, mobile 5 billion Pieces of mail processed a year communications, insurance, and financial services. for 26 million Italian homes In total, this large organization directly serves aboutFuture plans 80% of the country’s 61 million residents. Not long ago, Poste Italiane embarked on an From the outset, postal officials wanted to support innovative “electronic postman” initiative to equip this important project with a first-rate mobile the country’s 44,000 mail carriers with state-of- management system. “We recognized the need the-art mobile technology: handheld computers, for centralized control, trouble-free software scanners, printers, and point-of-sale devices. The delivery, and ironclad security,” says Vincent Nicola goal is to improve customer satisfaction with an Santacroce, head of research and development at expanded service portfolio and real-time traceability Poste Italiane. With these objectives in mind, the of the mail. This ambitious project enables Poste Italian postal service chose the SAP® Afaria® mobile Italiane to bring a virtual post office to the doorsteps device management solution. of more than 26 million Italian homes. 3 / 6 ©2012 SAP AG. All rights reserved.
  • 4. SAP Business Transformation Study | Transportation and Logistics | Poste ItalianeExecutive overview Helping ensure the success of aCompany objectives first-class project Poste Italiane must provide universal service for accounting, product lifecycle management, dataResolution residents in big cities and in rural areas alike. And warehousing, and human resources. although Poste Italiane’s mandate is quite broad, the organization does not have a monopoly. The post Poste Italiane started the project with a pilotBusiness transformation office must compete with parcel delivery companies, implementation involving two post offices and about banks, and insurance providers, among others. 500 devices. Employee training was an important Eliminating a potential technology gap between focus. “I would say that educating our postal workersFuture plans Poste Italiane and its competitors was key. on the technology and training them properly was the major success factor,” notes Santacroce. Poste Italiane selected the SAP software to support its mobile strategy for a number of reasons. Postal Based on the success of the pilot, the project officials wanted a solution that could handle multiple team then rolled out the solution in Italy’s major operating systems and different device types. metropolitan areas. The initial phases of the project Further, Poste Italiane has been a successful SAP were completed in six months and within budget. customer for many years. The organization uses SAP These days, Poste Italiane’s expanding mobile solutions for operations such as administration and network consists of more than 25,000 devices. “With SAP Afaria, we are monitoring our business in real time, and the success of this project will make it easier for us to continue introducing innovative customer services into the future.” Vincent Nicola Santacroce, Head of Research and Development, Poste Italiane S.p.A. 4 / 6 ©2012 SAP AG. All rights reserved.
  • 5. SAP Business Transformation Study | Transportation and Logistics | Poste ItalianeExecutive overview Seeing the benefits of mobile servicesCompany objectives Postal workers equipped with mobile devices are to over 87%. Electronic data is immediately availableResolution delivering a new generation of services to Italians and eliminates the effort and costs associated with across the country. Instead of traveling to their local maintaining handwritten documents. post office, people can now sign electronically fromBusiness transformation home for registered mail, credit cards, phone SIM SAP Afaria helps ensure that the entire system cards, or even contracts for insurance and financial runs smoothly and securely. Administrators can services. In some cases, consumers can pay for identify potential problems quickly and avoid serviceFuture plans e-commerce purchases via credit card when the mail disruptions. As a result, Poste Italiane is managing carrier delivers the product. its mobile network with better than 99% availability. Real-time tracking has helped Poste Italiane optimize routing and boost first-time delivery rates Key benefits 25,000 Mobile devices supported >99% Availability of mobile devices 15% Improvement in first-attempt mail delivery >87% First-time delivery rate 5   /  6 ©2012 SAP AG. All rights reserved.
  • 6. Poste Italiane Executive overview Delivering future Company objectives improvements Resolution The mission to deliver superior customer service is ongoing at Poste Italiane. The organization continues to extend the electronic postman project Business transformation to additional post offices throughout Italy. Poste Italiane also wants to expand its service Future plans portfolio even further. This includes providing services such as driver’s license renewals and the home delivery of medicines from the National Pharmacy Federation. In fact, mobile technology is helping the postal service implement new products and services faster than ever before – which improves its ability to compete effectively in today’s more open marketplace. Poste Italiane is a big organization with big plans. Its ultimate goal is to expand mobile technology to all of the country’s mail carriers from Milan to Palermo and at the 14,000 post offices in between.CMP22859 (13/01) ©2012 SAP AG. All rights reserved. 6   /  6
  • 7. © 2012 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.National product specifi cations may vary.These materials are provided by SAP AG and its affi liated companies (“SAP Group”) for informational purposes only, withoutrepresentation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials.The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanyingsuch products and services, if any. Nothing herein should be construed as constituting an additional warranty.SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks ofSAP AG in Germany and other countries.Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices.

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