A Question of Survival: Postal & Courier Express Parcel Companies Need to Transform Their Business Models
Key challenges: realigning internal processes to support new business models
Traditional business models have come under pressure from liberalization, global competition and new digital opportunities. The CEP market is growing fast, benefiting from the increase in international trade and on-line retailing. New services, new sales channels and extended ecosystems require end-to-end processes integrated across the organization to support these services and routes to market. Many home-grown IT systems which were adequate for supporting traditional business models are no longer adapted to managing all the customer interactions from pricing, delivery, billing to customer care in a true 360° fashion.
Transformation through diversification: vertical or geographic expansion?
The majority of postal companies have transformed their business models through diversification strategies in order to survive as contrasted with focusing on their core business. The research focuses on how various companies have managed diversification both through geographical expansion and the introduction of new services including MVNOs, banking services, electronic archiving services, specialized medical delivery services. The introduction of digital and on-demand services impacts internal business processes and requires effective monetization of services to ensure that revenue is collected and redistributed to partners where they participate by providing services or content.
"Successful postal and CEP companies are diversifying their business and adopting customer-centric strategies that enable their organizations to have a 360° view of the customer across all channels. As they introduce diversified services including online and on-demand services, their existing legacy applications are frequently too inflexible to support the rapid introduction of innovative services", says Martin Barnreiter, Principal Consultant - Public Sector at PAC.
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Pierre Audoin Consultants PAC GmbH
From strategy to execution, PAC delivers focused and objective responses to the growth chal-lenges of Information and Communication Technology (ICT) players.
Founded in 1976, PAC is a privately held research & consulting firm for the software and ICT services market.
PAC helps ICT vendors optimize their strategies by providing quantitative and qualitative market analysis as well as operational and strategic consulting. We advise CIOs and financial investors in evaluating ICT vendors and solutions and support their investment decisions. Public institutions and organizations also rely on our key analyses to develop and shape their ICT policies.
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