Poste Italiane relies on Sandsiv for customer experience management

With more than 35 million customers, a workforce of more than 125,000, and financial assets exceeding €536 billion, Poste Italiane is more than a postal service. It provides integrated payment and mobile solutions, banking through its BancoPosta division, as well as insurance products. With an annual turnover of more than €11 billion, Poste Italiane has a relevant impact on Italy’s GDP, both through its own businesses and as a partner with other companies throughout its supply chain.

To live up to its standing in Italy’s economic and social fabric, Poste Italiane needs to know what its retail and business customers think, what they expect, and what they need. That’s where SANDSIV comes in.

The sandsiv+ platform will allow Poste Italiane to automate all customer-feedback activities, ranging from surveys and customer interviews to assessments of customer opinion from third-party sources such as social media. It will also close the loop by enabling real-time responses to customer opinion and proactive management of negative customer experiences.

Just as importantly, sandsiv+ will deliver customer insights to all of Poste Italiane’s business units, encouraging the kind of organisation-wide innovation that keeps leading companies atop their sectors.

Poste Italiane chose SANDSIV over competitors on the basis of its innovative features, secure and stable architecture, and proven cost-effectiveness. To SANDSIV senior consultant Bo Evers, the deal represents a logical next step for a company whose products have become synonymous with power, scalability, and results.

“Poste Italiane has used its proven management and operational structure to convey benefits across a wide swathe of the Italian economy,” he reflects. “SANDSIV is a natural partner for a business with that kind of ambition and agility. Everything from the way we deploy instances of sandsiv+ to the flexibility our clients have in constructing surveys and analysing the results is designed to bring the right information to the right people at the right time. Our system’s architecture offers industry-leading security without compromising performance, and our longstanding investment in AI-powered advanced analytics will ensure that each Poste Italiane employee can contribute meaningfully to a better, more responsive customer experience for all of its customers.”