Our offices have been updated over the years, enabling us to improve our service and streamline the experience of our customers. Machines handle common transactions, and customer service representatives can use their Smartéo smartphones to assist their customers more quickly. Service points also offer free WiFi, which is particularly valuable in the most isolated areas. To serve all customers, the network has also reworked some of its offerings to make seniors’ lives easier. Excellent examples include the Ardoiz tablet, with a lightweight touch screen specially designed for the elderly, and the “Watch Over My Parents” offering, which guarantees regular visits, 24/7 telephone assistance, and help resolving a large variety of small nuisances.
The focus is on improving customer experience within what is now a multi-activity network, with an emphasis on banking. In 2017, 67% of consumer credit from La Banque Postale, 76% of home loans (aside from social home ownership) and 100% of inflows from private individuals were carried out in the offices. Our offices also accounted for 17.2% of mail revenue, 21.4% of parcel revenue, 5.7% of Chronopost revenue, and 84.7% of La Poste Mobile sales.
Satisfying our customers is our priority, and our objective remains the same: to make life easier for the French. Our network of postal employees, the ultimate local human network, commits to this every single day.