The German postal service has started an online post office (www.deutschepost.de/efiliale), which is geared to building relationships with small- and medium-sized businesses.
The features of the Deutsche Post site include ordering and delivery services for stamps, letters and parcels. Customers can also search for post offices and ZIP Codes. They can print stamps from their personal computers and perform tasks they would normally do by visiting their post office, such as change local energy providers.
These features help reduce customer service costs by enabling customers to service themselves on the Web site. The application also helps Deutsche Post keep track of customers’ past actions to better target services and communications to them in the future.
The Art Technology Group Inc., Cambridge, MA, handles Deutsche Post’s CRM capabilities.
Network
