Situation.
Customer behaviour was shifting from counters to parcel lockers and partner channels. Parcel volumes grew double digits while counter transactions fell.
Channel strategy.
European postal and logistics operator
Challenge.
Channel economics were insufficiently understood to decide where to invest or withdraw. Cost per transaction varied by a factor of five across formats.
What we did.
Developed channel-level economics, a view of demand migration and a target channel mix with an investment and phase-out plan.
The outcome.
Investment was redirected to automated formats, with approximately EUR 22m of network cost avoided over the plan period.
Anonymised engagement. Figures are approximate. Targets, assessed potential, approved programmes and realised results are described separately in the outcome. Converted amounts use ECB reference rates dated 18 September 2026, rounded to two significant figures.
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