PostNL Corporate Presentatie Maart 2015


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PostNL Corporate Presentatie Maart 2015

  1. 1. About PostNL March 2015
  2. 2. 2 Profile We are proud of our roots stretching back 200 years, our market leadership and our position as leading challenger in other countries
  3. 3. 3 Brand We’re proactively responding to the growth in online shopping with our parcel and e-commerce services, and we’re constantly coming up with new smart solutions 3
  4. 4. 4 We’re offering an increasing number of digital solutions, like our digital billing and direct e-mail The world is changing … so is PostNL We offer online retailers both convenient parcel services and online solutions We have also gained a strong market position in the UK, Germany and Italy Unstoppable growth in online sales Digitisation of correspondence Liberalisation of the European postal market
  5. 5. 5 PostNL: the essential link in the market for sending and receiving We know like no other how to get it from the sender to the receiver, in print and online Our local level network is the best, and no one else has as many delivery and retail points We offer our customers valuable solutions with smart combinations of print and online
  6. 6. 6 PostNL in numbers (2014) 2,900 Post Offices and Parcel Points in the Netherlands 4,251 million euros in revenue 56,221 employees 4,297 vehicles
  7. 7. 7 PostNL in numbers (2014) Market share 26% in UK, 8% in GER and 15% in ITA 142 million parcels in NL, BE and UK 2,705 million addressed mail items in NL 12 million online contacts in NL
  8. 8. 8 Strong 2014 performance creates solid base for 2015 • Cost savings, partly phasing, and price increases more than offset volume decline • Delivery quality, customer satisfaction and employee engagement increased • Continued good performance Parcels • International volumes and revenues grew, underlying cash operating income below last year • Improvement net cash contributes to solid financial position • Pension agreement resulted in reduced cash contributions • Solid base for delivering on 2015 target * Excluding partial sale TNT Express and impact of bond buy backs €4,251m Revenue 2013: €4,163m UCOI including UK €293m 2013: €147m Net cash from operating and investing activities €124m 2013*: €43m
  9. 9. 9 PostNL future perspective Smaller mail and bigger parcel company • Based on our core competence of running efficient and high quality mail and parcel networks • Based on motivated workforce • High performance culture Predictable and solid business • Further adjust mail operations to maintain profitability • Build to expand parcels • Sustainable delivery of cash
  10. 10. 10 Our strategic focus areas 10
  11. 11. 11 Mail in the Netherlands • Highest level of quality in Europe • Best price-quality ratio • Wide range of products • Several service levels • Wide range of chain solutions • Variety of digital solutions for direct mail and direct marketing
  12. 12. 12 Mail in the Netherlands Continued strong performance Reported revenue (€ million) Underlying cash operating income (€ million) Addressed mail volume* (%) Total cost savings (€ million) 2014: 2,012 Q4: 594 2014: 231 Q4: 99 2014: -10.7% Q4: -9.3% 2014: 127 Q4: 32 2013: 2,060 Q4: 602 2013: 78 Q4: 75 2013: -11.9% Q4: -12.9% 2013: 95 Q4: 31 • Delivery quality increased to 96.7% (2013: 95.8%) • Cost savings and price increases more than offset volume decline • Positive effect on results of incidentals such as bilaterals and weather • Total cost savings of €127 million, ahead of schedule, of which €32 million related to pensions • Phasing restructuring cash out • Balanced new collective labour agreements * Adjusted for working days / elections underlying volume decline in 2014 was 11.3% (Q4 2014: 9.9%, Q4 2013: 13.4%)
  13. 13. 13 Direct marketing Analysis & Insight Campaign proposal Production & Delivery Response & Evaluation ● Determine goal ● Define target audience ● Collect customer information ● Acquire channel insight ● Determine data quality ● Determine approach given target group and goal ● Determine media choice, proposition and moment ● Supplier choice ● Creation, production and delivery of campaigns ● Managing various channels and suppliers ● Processing response ● Adjust campaig ● Analysis campaign results ● Learn from campaign ● Analysis customer data, channel behaviour and data quality ● Data and target group advice ● Target group profiles ● Target group addresses, physical or digital ● Data enrichment and maintenance ● Device a campaign and come up with a proposal ● Advice on the use of direct media given the target group, proposition and moment ● Advice on choice of suppliers ● Taking care of creation and advice on maximising reach and response ● Ensuring effective production, fulfilment and delivery ● Campaign management (single point of contact) ● Physical and digital response processing ● Real-time campaign statistics ● Analysis of campaign results ● Supplying of reports and advice Integral approach – total solution NeedSolution
  14. 14. 14 Direct mail Mail Direct mail chain Campaign strategy Target group selection Choice of media Creation & design Production & mailing Response processing Customer Service Result analysis Shore Online Customer Information Customer Insight Customer Contact DM PartnersDM Partners
  15. 15. 15 Document solutions Know-how Production Distribution Response ● Goal & strategy ● Advice on and design of the information and invoicing chain ● Data optimaliseren ● Klantinzicht ● Taking care of printing and production processes ● Design more flexible processes ● Central invoicing ● Multi channel output ● Optimised distribution ● Effective and quick response handling depending on need ● Data processing ● Incoming invoices ● Cash flow improvement/Reducing DSO ● Chain advice ● Credit check ● Advice on recievers’ preference ● Data quality (returns management and credit management) ● Outsource printing & fullfilment ● Centralised billing ● Print purchasing ● Digital distribution products - Finbox - AcceptEmail - Digital policy - Business Portal ● Physical distribution products - Regular mail - Certified mail ● Credit management ● Scanning and off-shore data-entry ● Archiving in the cloud Integral approach – total solution NeedSolution
  16. 16. 16 Transaction mail services Mail Transaction mail services Billing & Document Solutions Data processing Customer Service Customer Contact Choice of channel Billing & Document Solutions Payment Billing & Document Solutions Production & mailing Billing & Document Solutions
  17. 17. 17 Reorganisation of Dutch letter process restartedReorganisation of Dutch letter process restartedReorganisation of Dutch letter process restartedReorganisation of Dutch letter process restarted 18,50018,50018,50018,500 22,00022,00022,00022,000 mail deliverersmail deliverersmail deliverersmail deliverers and 4,500 mail menand 4,500 mail menand 4,500 mail menand 4,500 mail men CollectionCollectionCollectionCollection DeliveryDeliveryDeliveryDeliverySorting andSorting andSorting andSorting and preparationpreparationpreparationpreparation mail itemsmail itemsmail itemsmail items a daya daya daya day 13,000 customers13,000 customers13,000 customers13,000 customers for collectionfor collectionfor collectionfor collection 11,500 customers11,500 customers11,500 customers11,500 customers for deliveryfor deliveryfor deliveryfor delivery 2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and 225 Business points225 Business points225 Business points225 Business points 2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and 225 Business points225 Business points225 Business points225 Business points 10101010 millionmillionmillionmillion 175,000175,000175,000175,000 P.O boxesP.O boxesP.O boxesP.O boxes fromfromfromfrom 260260260260 inininin 2013201320132013 totototo 100100100100 inininin 2015201520152015 prep locationsprep locationsprep locationsprep locations
  18. 18. 18 International Focus Focusing on markets where liberalisation is the most advanced: the UK, Germany and Italy Expansion Targeting expansion of our position as the leading challenger in these markets Growth market We process more mail abroad than we do in the Netherlands
  19. 19. International Enhance cash profitability UK • Revenue growth: higher prices and improved product mix • Contract wins and improved margins in downstream access (mail and packets) • Results impacted by roll-out E2E • Currently reviewing details Ofcom consultation together with LDC Germany • Results Q4 show stabilisation, FY impacted by ongoing fierce competition • Cost improvement programs and commercial initiatives up and running • Rulings from regulatory bodies still necessary Italy • Further volume growth Formula Certa • Volume growth partly offset by slightly lower prices • Packets & Parcels initiative develops as expected; launch of new flat parcel product Reported revenue (€ million) Underlying cash operating income (€ million) 2014: 1,711 Q4: 473 2014: 8 Q4: 3 2013: 1,615 Q4: 428 2013: 24 Q4: 8 19
  20. 20. 20 International Whistl UK • Volume-wise the UK is the largest mail market in Europe • Whistl clear number 2 in UK mail market • Joint venture with LDC • 26 % Market share • Growth in parcels and continued growth in mail
  21. 21. 21 International Postcon Germany • Germany is volume-wise the second mail market in Europe • Postcon is clear number 2 in German mail market • 8% Market share • Household coverage: 85% (last mile/140 partners), 15% downstream access • Growth through increased network coverage and alliances • Certificates: ISO 9001, ISO 14001, ISO/IEC 27001, OHSAS 18001
  22. 22. 22 International Nexive Italy • Unique and real alternative to incumbent Poste Italiane • Full service offering: from print to delivery • Over 650 branches • Pioneer in technology applied in postal market: • 15% Market share • Network coverage 74% of Italian households • Certificates: ISO 9001, ISO 14001, OHSAS 18001
  23. 23. 23 Parcels • Market leader in parcel distribution in the Benelux • Collection, sorting and delivery of parcels and pallets • Approx. 98% of domestic parcels delivered within 24 hours • Parcel volumes increasing rapidly thanks to online shopping • Focus on e-commerce and retail services
  24. 24. 24 Parcels Strong volume growth, especially in international volumes • Continued strong growth largely driven by e-commerce • Increased international volumes, especially milk powder to China (incidental rather than sustainable) • Improved business performance and higher efficiency • NLI: 17 depots operational; around 95% of volume through NLI network – in Q4 first impact from declining implementation costs • Financial impact subcontractors in line with expectations, FY: €8 million (Q4: €3 million) • Capturing synergies with Mail in the Netherlands by redesign Car Unit Reported revenue (€ million) Underlying cash operating income (€ million) Volume growth (%) 2014: 854 Q4: 245 2014: 98 Q4: 33 2014: +8.8% Q4: +12.8% 2013: 803 Q4: 219 2013: 89 Q4: 25 2013: +9.2% Q4: +7.5%
  25. 25. 25 Parcels Parcels Parcel chain Customer Service Customer ContactPartners Payment Delivery Parcels Cargo Services Parcels Fulfilment Parcels Partners
  26. 26. 26 Parcels International We support cross border e-commerce ambitions Logistics We offer a wide and innovative product portfolio in international distribution, fulfilment and value added services E-commerce International online shopping is becoming increasingly popular, leading to rapid growth in volumes of international parcels and consumers International We manage an international network for the distribution of parcels to any destination in the world
  27. 27. 27 E-commerce • We make the most of the opportunities offered by the Internet • We support online retailers with advice and logistics • We offer ready-to-go concepts for smaller enterprises
  28. 28. 28 E-commerce Know-how Starting & optimising web shop Marketing Fulfilment & distribution ● Setting goal ● Defining target group ● Target group needs ● Multi channel strategy ● E-commerce know-how ● Building and starting a web shop ● Payment options ● Sending options ● Technical know-how ● Generating web traffic ● Optimising conversion ● Media choice ● Target group analysis ● Sending internet orders ● Order picking ● Stock system ● Delivery options for the receiver ● Real time and pro-active information ● E-commerce / Retail advice ● Multi channel advice ● Profile analysis ● Starter kit ● Essential facts ● Standaardised web shop software (MyShop) ● Checkout ● Payment: CheckPay, collection, credit reports ● Cendris online ● Direct marketing ● Unaddressed advertising, ● Tartget group analysis ● Look a like data ● Parcelware / MijnPost ● Track & Trace / MijnPakket ● Fulfilment (PostNL, Euromail ● Sending solutions ● Reports ● Checkout / Pakje Gemak ● Notifications & indication of delivery time slot Full service e-commerce solution – Kick start, higher return, cross channel and international 28 NeedSolution
  29. 29. 29 E-commerce E-commerce services Retail Marketing Webshop Payment Fulfilment Delivery Customer Service Partners Partners Business Development Webshops Partners Parcels Parcels E-commerce integrator
  30. 30. 30 Retail network offers new opportunities Our new retail network Largest retail network in the Netherlands: 2,900 locations in shops Two formulas: Post Office and Parcel Point 4,800 stamp sales points Easily accessible and long opening hours New possibilities Drop off parcels in the evening and they will be delivered the next day Introduction of unmanned parcel points Introduction of personal space on and the PostNL app Manage your mail and parcels business anytime, anywhere
  31. 31. 31 Two formulas – each with its own target group Post office for consumers • Full range of postal products/services • Business partner range • Same opening hours as the shop Now in • Supermarkets and convenience stores • 2,377 outlets Business Point for business customers • Full range of postal products/services • Business partner range • Longer opening hours • Free parking Now in • Office supply and print/copy shops • 236 outlets
  32. 32. 32 PostNL Business Points offer everything the business customer needs Place to hand over bulk mail, parcels and single-item mail 900 PO Box locations where you can collect your mail right away first thing in the morning Sales point for postage stamps, parcel stamps and other mail-related products and services Car registration transfer and other partner services
  33. 33. 33 Tomorrow’s employer How do we create a flexible and socially responsible organisation that can maintain itself in a shrinking and competitive market? Corporate responsibility ambition Tomorrow’s PostNL • We want to contribute to solving societal dilemmas Tomorrow’s sustainability How do we minimise the impact of our products and processes on our climate? Tomorrow’s society How can we contribute to the vitality of society?
  34. 34. Appendix
  35. 35. 35 Contents • Organisation • Corporate Responsibility • Organisational entities • Cendris • Billing and Document Solutions (BDS) • Shore • Euro Mail • Spotta • Spring Global Mail / International Mail • Mail in the Netherlands • Quality and portfolio • Direct mail • Transaction mail services • Door to door
  36. 36. Organisation
  37. 37. 37 Board of Management CFO Jan Bos CEO Herna Verhagen
  38. 38. 38 Executive Committee Parcels Gerrit Mastenbroek Mail NL Operations Albert Rodenboog CIO Marcel Krom Mail NL Marketing & Sales Arno van Bijnen CFO Jan Bos CEO Herna Verhagen HR Roger Muys International & M&A Pim Berendsen
  39. 39. 39 Organisational structure Parcels International International Mail/Spring Marketing & Sales Operations Data & Document Management Mail in NL Parcels in NL Cargo Service International Parcels United Kingdom Germany Italy
  40. 40. 40 Our history First postage stamp: use is voluntary until 1877 Officially named Staatsbedrijf der Posterijen, Telegrafie en Telefonie (PTT) Privatised PTT rebranded Koninklijke PTT Nederland (KPN): made up of PTT Post and PTT Telecom 1852 1928 1989 1906 19311799 Postal services transformed into national service First charity surcharge on a stamp First automated sorter brought into use
  41. 41. 41 Our history KPN floated on the Amsterdam stock exchange The last mail train travels across the Netherlands; trucks take over the work PTT Post changes its name to TPG Post TPG Post rebrands to TNT Post KPN acquires Australian company TNT TNT and PTT Post together become part of the TNT Post Group (TPG). PTT Telecom continues independently under the name KPN Telecom TPG becomes TNT TNT Post continues independently under its new name PostNL 1996 1998 2005 2011 1994 1997 2002 2006
  42. 42. Corporate responsibility • Tomorrow’s employer • Tomorrow’s sustainability • Tomorrow’s society
  43. 43. 43 Tomorrow’s employer – focus points • Motivated employees • We are an attactive employer, for our employees and for people on the external labour market • Culture & diversity • We create a work environment where everyone feels welcome and safe and challenged to cooperate to better serve our customers. Our employees are as diverse as our society • Sustainable employability • Our policy targets employees in all phases of life, keeping them productive, well trained, skilled, engaged and healthy, employed within or outside of PostNL, now and in the future
  44. 44. 44 Tomorrow’s sustainability – Focus points • More efficient logistics infrastructure • As a consequence of our new logistics infrastructure we reduce the average CO2 emissions per letter and parcel • More energy efficient buildings • We want to reduce the CO2 emissions of our company buildings. We strive to achieve a B-label of our office buildings and a C-label for our production locations • Cleaner and fuel efficient fleet • Making our vehicles more green through Euro 6, electrical and green gas propulsion • Innovation • CO2 neutral inner city deliveries • Investigating our potential role in increasing return flows
  45. 45. 45 • Together with our customers we offset carbon emissions associated with letters and parcels • You can use “Green Mail” to send mail in the most sustainable way possible • You contribute to offsetting the carbon emissions produced by the delivery of your mail • We invest your contribution in Gold Standard climate protection projects Tomorrow’s sustainability Offsetting carbon emissions with Green Mail We match your contribution and invest the entire amount in sustainable projects in the Netherlands
  46. 46. 46 Tomorrow’s sustainability Mail ecolabel What is the mail ecolabel? • A quality standard focusing on the entire postal chain • Concrete measures to make your mailings more environmentally friendly • You may display the ecolabel if you meet a certain number of the criteria Mail ecolabel foundation • The foundation behind the ecolabel, Stichting Milieukeurmerk Post, is a collaboration between the major postal companies in the Netherlands, various industry associations and individual companies • We were one of the initiators and are currently a member of the foundation The objective is to promote environmentally friendly production and delivery of mail !
  47. 47. 47 Tomorrow’s society – Focus points • Tomorrow’s generation • Through this programme we want to contribute to society and improve our internal and external reputation. We target children because they are the future of our society • Services that fit • We want to offer services that fit the needs of tommorrow’s society. We will constantly monitor whether there are issues in our society PostNL could play a logistical role in helping to solve
  48. 48. 48 What is PostNL doing? • We motivate our 50,000 employees in the Netherlands to get involved in our partnership with WFP • We draw attention to the issue of world hunger, focusing especially on the school meals programme • In 2014 we donated 2.5 million meals to the school feeding programme in Malawi Tomorrow’s society World Food Programme We’ve been a partner of the World Food Programme (WFP) since 2002 • WFP is a UN organisation and the largest humanitarian agency in the world • Every year WFP feeds some 90 million people in more than 80 countries A child dies of hunger every six seconds
  49. 49. 49 Tomorrow’s society Good Food Book • PostNL produces this book to support WFP • Since 2007 every year a new edition • Top cooks contribute free of charge • Proceeds go to WFP school feeding programme • 1 book = 40 school meals for a child in Malawi • In 2014 25,000 copies sold • And 650,000 Christmas cook booklets Price € 11.99 Donation to WFP € 8.00 per book !! 49
  50. 50. 50 Tomorrow’s society Kids Moving the World What does KMTW do? • Aims to raise the awareness of Dutch children regarding certain global issues • Uses a light-hearted approach to teach children about poverty, hunger and climate change • 90 enthusiastic volunteers work as “Game Guides” each year • PostNL gives employees the skills and scope to act as Game Guides Thanks in part to PostNL 400,000 children have been introduced to the interactive educational package
  51. 51. 51 Tomorrow’s society Social engagement Children’s Stamps • Charity surcharge stamp • 2013 proceeds €11.6 million • The foundation uses the proceeds to support projects for children aged up to 18 at home and abroad Letters to God • Letters addressed to God are forwarded to the Evangelical Broadcasting Company (EO) • Its support staff pray for the person who wrote the letter Letters to Saint Nicholas • We deliver letters addressed to Saint Nicholas to his "official" temporary address in Nuenen • If the child includes a stamp he or she will get a reply Mail in the classroom • postindeklas • Information to help children give a talk in class on “the path of a letter” • Mail-related material to support classroom lessons
  52. 52. Organisational entities • Cendris • Billing & Document Solutions • PostNL Shore • Euro Mail • Spotta • Spring Global Mail / International Mail
  53. 53. Cendris •Cendris knows everyone
  54. 54. 54 Cendris Customer Contact Customer Information OnLine InSights Quality data Advice on target group Market intelligence Event & trigger marketing Customer contact
  55. 55. 55 Cendris Customer Information • Number 1 on the Dutch market • 80 million addresses supplied annually • 25 million addresses • 7 million consumer surveys per year • 100 employees Activities • Business and consumer addresses • Advice on target group • Data quality and data maintenance • Marketing Intelligence • Consumer types • Lead generation • Segmentation Since 1985 Cendris Customer Information has specialised in the collection, processing, analysis and segmentation of business and consumer information ✔✔✔✔
  56. 56. 56 Cendris Customer Contact • Specialised in organising and handling customer contacts • Help in finding, developing, retaining and winning back customers by phone and e-mail and via chat, Internet sites and social networks Activities • Contact Centre Services • Online • Professional Services • Managed Insourcing • Webcare
  57. 57. 57 Cendris OnLine Activities • E-mail marketing • Transactional and operational e-mail campaigns • Texting campaigns • Display advertising and affiliate marketing • Search engine marketing E-mail marketing in detail • Expert online advice and consultancy • E-mail marketing software, independent reseller of Clang® and DMdelivery • E-mail contact strategies • Full service e-mail marketing agency • Self service with Cendris OnLine • Multi-channel integration • Better insight with Cendris Marketing Intelligence @
  58. 58. 58 Cendris InSights Activities • Development and implementation of multi-channel customer programmes on the basis of Cendris information and expertise • Effective and efficient custom solutions for complex commercial challenges • Integrated solutions with Customer, Channel and Program Intelligence • Advice How to create an offer geared specifically to particular target groups • Design Media-independent custom solutions in clear, easy-to- follow projects and programmes • Implementation Ensuring result-oriented implementation !! How can we help with complex commercial challenges?
  59. 59. 59 Cendris Just a few of our customers… 59
  60. 60. Billing & Document Solutions •Making the processing of your transaction mail more efficient
  61. 61. 61 Billing & Document Solutions Transaction mail • Offering solutions for all your outbound transaction mail flows for both Business-to-Business and Business-to-Consumer • Sending major volumes of documents • Bills, policies, payslips, statements and levies • To consumers and businesses • Via post, e-mail, website and other channels • Save costs and time
  62. 62. 62 Billing & Document Solutions Physical and digital output DigitalPhysical E-mail (with or without payment functionality) Print & Mail Digital bill (presented via Internet banking environment) Printed matter purchasing (stationary and commercial) Business portal (hybrid communication with your customers) Distribution management ArchivingBusiness continuity Supply chain solutions (centralised billing, credit management, scanning, data entry, etc.) Transaction mail output migration; physical and digital
  63. 63. PostNL Shore •Your partner in information logistics
  64. 64. 64 PostNL Shore • Annual processing of more than 500 million images Market leadership • International customer base in all sectors where (internal) logistics is core business Customers • More than 18,000 data specialists • Bespoke Global Sourcing • Entrepreneurship Organisation • ISO 9001, 18000 & 27001 • Investors in People • Open standard interfaces Best practices
  65. 65. 65 PostNL Shore: information logistics Processing address information on parcels and mail items. Collecting postage, recognising parcels and processing payments Recognising, counting and coding objects on conveyor belts from a distance. For example: flowers, irregularly shaped parcels or luggage items Complete management of your information flows, from scanning to archiving. Your primary processes will speed up and become more efficient Digital processing and publishing of documents, such as syllabi for students, blue prints, tariff overviews or manuals Monitoring workflows of documents, for example, and if necessary intervening according to agreed protocols Mail and parcel automation Object recognition Document management Digital publishing Workflow monitoring
  66. 66. Euro Mail •The direct marketing specialist
  67. 67. 67 Euro Mail • Mailing house offering an increasing number of online services to complement its print services • Optimum preparation, processing and sending of single and cross-media DM mailings • Increase reach and response, lower costs Euro Mail offers total solutions in the area of direct marketing, fulfilment and transaction mail
  68. 68. 68 Euro Mail Preparing, processing, posting Strategic advice Target group advice Step 1 Preparing Step 2 Processing Printing/printed matter advice Creative advice Cross-media advice Fulfilment advice Franking advice Response advice Step 3 Posting
  69. 69. Spotta •Delivering unaddressed print advertising throughout the Netherlands
  70. 70. 70 Spotta Figures Facts • Market leader (more than 50%) in unaddressed communication • Initiator of the “sealbag” • Distributes 7 of the 10 most popular leaflets • Member of ELMA, DDMA and DFMA We are the number-one specialist when it comes to handling the interaction between the sender and receiver with the greatest impact, and we offer the best mix of resources to take our customers’ business beyond the letterbox !! What? How many? Door to door volume Over 8 billion leaflets Employees 500 Deliverers 27,000 Weekly reach 6.4 million households
  71. 71. Spring Global Mail International Mail •International business mail, parcels and return solutions
  72. 72. 72 Spring / International Mail Spring/IM make it easy for businesses to communicate and trade across international boundaries by providing innovative mail, parcel and return solutions. What makes us unique? • Global presence, local knowledge • Flexible and customer driven account management • Alternative to traditional postal companies whereby we act as a broker (outside of the Netherlands) for international distribution solutions Facts & Figures • One business unit operating under two brands: • PostNL | Benelux • Spring | Worldwide – outside the Benelux • Headquartered in the Netherlands • 1,000 employees in 13 countries • Focus on international e-commerce, direct mail and reverse logistics • Strategic partner for Dell, Office Depot and National Pen • Business partner of E-Commerce Europe
  73. 73. Mail in the Netherlands • Quality and portfolio • Direct mail • Transaction mail services • Door to door communication
  74. 74. Quality & portfolio
  75. 75. 75 Quality in delivering your mail Delivering mail is “people work” • Because of this human factor, some mail, a very small percentage, is delivered late or not at all • This might be the result of a truck breaking down, for example, or a sorting machine not working, or due to extreme weather conditions Average percentage of mail undelivered after six days Source: VGP research, 2010 #1 Independent research by the Dutch Association of Large-Scale Users of Postal Services (VGP) has shown that we excel in delivery quality Delivery reliability • 99.5% of your mail (sent as Basic) arrives at the right address Delivery speed • 99.2% of your mail (sent as Basic) arrives by the time agreed Average percentage of mail delivered by the time agreed
  76. 76. 76 Financial gain because your invoices arrive earlier, meaning you receive payments faster More effective planning because we deliver your mail at a set time How you profit from our high quality delivery Higher response to your direct mailings because more mailings reach the right address More happy subscribers because more magazines and other periodicals arrive on time at the right address
  77. 77. PostNL offers the best quality and a choice of delivery speeds
  78. 78. Direct mail
  79. 79. 79 • Direct mail is personal and hands-on, providing maximum impact by delivering a message that not only reaches your target group but also grabs hold • Direct mail increases advertising and brand effects in multimedia campaigns Direct mail reaches it mark Which medium: - has a 98% “opportunity to see”? - can deliver 61% web traffic? - can generate a 46% response? Direct mail can! Direct mail increases the quality of your reach! More than any other type of advertising, mailings are read with the most interest and are also the most saved, most reread and most passed on to others Direct mail boosts involvement Direct mail is seen as a sign of appreciation and evokes good feelings Source: Mail Monitor Online analysis by The University of Groningen, and DM Ontvangersonderzoek analysis by Metrixlab, July 2010 ✔✔✔✔
  80. 80. 80 High delivery quality • You decide when it goes through the letterbox: PostNL is the only postal company that delivers six days a week • We offer the highest delivery quality: 99.7% of the mail is delivered to the right address Direct mail sent with PostNL reaches its mark Consultancy • Thanks to our mail database, the largest in the Netherlands, we know what makes DM successful • Our DM consultants will be happy to advise you on how to get a maximum effect with DM DM concepts • Comprehensive range of creative direct mail concepts for an attractive price
  81. 81. 81 PostNL’s direct mail products Direct mail delivery speeds • 24 hour • Basic • Economy • Budgetmail Direct mail products • Address Service • Data maintenance • Basic Card • Traffic Card • 3D Card • Privacy Card • High Attention Card • Interactive Traffic Card • Easy Response Card • eBridge • Teaser & Reminder • Mobile Quick Response Code (QR) • Send Me Now • Your Attention Stamp (printed) • Mail Monitor Online !!
  82. 82. Transaction mail services
  83. 83. 83 How does the customer benefit? • The customer keeps control of the processes and at the same time can concentrate fully on its core business • Enhances the competitive position: lower costs and improved service for the customer Transaction mail services What do we mean by transaction mail services? • This includes all mail with the exception of print advertising (DM and unaddressed) and magazines • Invoices/bills, giro payment slips, bank statements • Information for the customer with a unique, personal character What solutions does PostNL offer? • Print mail products (e.g. bulk mail, Postage Paid Mixed, etc.) • Digital communication options like e-mail, online presentment (Business Portal, for example), etc. • Hybrid mail products (combining print mail with e-mail and online) • Value added services (print, fulfilment, response processing, digital archiving, change-of-address service, credit check, billing and collection services, payment services) • Supply chain concepts like credit management, etc. !!
  84. 84. Door to door communication
  85. 85. 85 What is door to door communication? Door to door communication is the delivery of print advertising door to door on the basis of • Postcodes • Target group segmentation • Within a certain radius around a shop The door to door medium is the medium of choice to • generate shop traffic/online traffic • raise brand awareness • activate consumer response
  86. 86. 86 Door to door remains a popular medium Door to door works • 97% of Dutchmen reads leaflets • On average, households read door to door advertising for 17 minutes per week • 24% of Dutchmen reads leaflets on paper and online • 54% of receivers indicate they will miss the leaflets when they afre not delivered • PostNL delivers 1.5 billion leaflets every year Source: Bureau Veldkamp, Thuis Binnen Bereik (home within reach) study 2010 79% of consumers use leaflets to spot special offers 48% Leaflets have a good response rate: 48% of readers regularly buys offers in leaflets !!
  87. 87. 87 Why use PostNL’s door to door service? • Highest delivery quality • High attention value because the leaflet is delivered separately along with the regular mail • Optional delivery on a fixed day • Saturday is a regular delivery day Standard D2D distribution Specials or government mail MonMonMonMon TueTueTueTue WedWedWedWed ThuThuThuThu FriFriFriFri SatSatSatSat