postnl corporate presentation march 2015
TRANSCRIPT
About PostNL
March 2015
2
Profile
We are proud of
our roots stretching back 200 years,
our market leadership and
our position as leading challenger
in other countries
3
Brand
We’re proactively responding
to the growth in online shopping with
our parcel and e-commerce services,
and we’re constantly coming up with
new smart solutions
3
4
We’re offering an increasing number of digital solutions, like our digital billing and direct e-mail
The world is changing … so is PostNL
We offer online retailers both convenient parcel services and online solutions
We have also gained a strong market position in the UK, Germany and Italy
Unstoppable
growth in online
sales
Digitisation of
correspondence
Liberalisation
of the European
postal market
5
PostNL: the essential link in the market for sending and receiving
We know like no other how to get it
from the sender to the receiver, in
print and online
Our local level network is the best,
and no one else has as many
delivery and retail points
We offer our customers valuable
solutions with smart combinations
of print and online
6
PostNL in numbers (2014)
2,900Post Offices and Parcel Points
in the Netherlands
4,251million euros in revenue
56,221employees
4,297vehicles
7
PostNL in numbers (2014)
Market share 26%in UK, 8% in GER
and 15% in ITA
142 millionparcels
in NL, BE and UK
2,705 millionaddressed mail items
in NL
12 milliononline contacts
in NL
8
Strong 2014 performance creates solid base for 2015
• Cost savings, partly phasing, and price increases more than offset volume
decline
• Delivery quality, customer satisfaction and employee engagement increased
• Continued good performance Parcels
• International volumes and revenues grew, underlying cash operating income
below last year
• Improvement net cash contributes to solid financial position
• Pension agreement resulted in reduced cash contributions
• Solid base for delivering on 2015 target
* Excluding partial sale TNT Express and impact of bond buy backs
€4,251m
Revenue
2013: €4,163m
UCOIincluding UK
€293m
2013: €147m
Net cashfrom operating and
investing activities
€124m
2013*: €43m
9
PostNL future perspective
Smaller mail and bigger parcel company
• Based on our core competence of
running efficient and high quality mail
and parcel networks
• Based on motivated workforce
• High performance culture
Predictable and solid business
• Further adjust mail operations to
maintain profitability
• Build to expand parcels
• Sustainable delivery of cash
10
Our strategic focus areas
10
11
Mail in the Netherlands
• Highest level of quality in Europe
• Best price-quality ratio
• Wide range of products
• Several service levels
• Wide range of chain solutions
• Variety of digital solutions for
direct mail and direct marketing
12
Mail in the NetherlandsContinued strong performance
Reported revenue(€ million)
Underlying cash operating income(€ million)
Addressed mail volume*(%)
Total cost savings(€ million)
2014: 2,012Q4: 594
2014: 231
Q4: 99
2014: -10.7%Q4: -9.3%
2014: 127Q4: 32
2013: 2,060Q4: 602 2013: 78
Q4: 75
2013: -11.9%Q4: -12.9% 2013: 95
Q4: 31
• Delivery quality increased to 96.7%
(2013: 95.8%)
• Cost savings and price increases
more than offset volume decline
• Positive effect on results of
incidentals such as bilaterals and
weather
• Total cost savings of €127 million,
ahead of schedule, of which €32
million related to pensions
• Phasing restructuring cash out
• Balanced new collective labour
agreements
* Adjusted for working days / elections underlying volume decline in 2014
was 11.3% (Q4 2014: 9.9%, Q4 2013: 13.4%)
13
Direct marketing
Analysis & Insight Campaign proposalProduction &
DeliveryResponse & Evaluation
● Determine goal
● Define target audience
● Collect customer information
● Acquire channel insight
● Determine data quality
● Determine approach given target group and goal
● Determine media choice, proposition and moment
● Supplier choice
● Creation, production and delivery of campaigns
● Managing various channels and suppliers
● Processing response
● Adjust campaig
● Analysis campaign results
● Learn from campaign
● Analysis customer data, channel behaviour and data quality
● Data and target group advice
● Target group profiles
● Target group addresses, physical or digital
● Data enrichment and maintenance
● Device a campaign and come up with a proposal
● Advice on the use of direct media given the target group, proposition and moment
● Advice on choice of suppliers
● Taking care of creation and advice on maximising reach and response
● Ensuring effective production, fulfilment and delivery
● Campaign management (single point of contact)
● Physical and digital response processing
● Real-time campaign statistics
● Analysis of campaign results
● Supplying of reports and advice
Integral approach – total solution
Ne
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So
luti
on
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Direct mail
MailDirect mail chain
Campaign
strategy
Target
group
selection
Choice of
media
Creation &
design
Production
& mailing
Response
processing
Customer
Service
Result
analysis
Shore
OnlineCustomer
InformationCustomer
InsightCustomer Contact
DM PartnersDM Partners
15
Document solutions
Know-how Production Distribution Response
● Goal & strategy
● Advice on and design of the information and invoicing chain
● Data optimaliseren
● Klantinzicht
● Taking care of printing and production processes
● Design more flexible processes
● Central invoicing
● Multi channel output
● Optimised distribution
● Effective and quick response handling depending on need
● Data processing
● Incoming invoices
● Cash flow improvement/Reducing DSO
● Chain advice
● Credit check
● Advice on recievers’ preference
● Data quality (returns management and credit management)
● Outsource printing & fullfilment
● Centralised billing
● Print purchasing
● Digital distribution products- Finbox- AcceptEmail - Digital policy- Business Portal
● Physical distribution products- Regular mail- Certified mail
● Credit management
● Scanning and off-shore data-entry
● Archiving in the cloud
Integral approach – total solution
Ne
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Transaction mail services
MailTransaction mail services
Billing & Document Solutions
Data
processing
Customer Service
Customer Contact
Choice of channel
Billing & Document Solutions
Payment
Billing & Document Solutions
Production & mailing
Billing & Document Solutions
17
Reorganisation of Dutch letter process restartedReorganisation of Dutch letter process restartedReorganisation of Dutch letter process restartedReorganisation of Dutch letter process restarted
18,50018,50018,50018,500 22,00022,00022,00022,000mail deliverersmail deliverersmail deliverersmail deliverers
and 4,500 mail menand 4,500 mail menand 4,500 mail menand 4,500 mail men
CollectionCollectionCollectionCollection DeliveryDeliveryDeliveryDeliverySorting andSorting andSorting andSorting andpreparationpreparationpreparationpreparation
mail items mail items mail items mail items a daya daya daya day
13,000 customers13,000 customers13,000 customers13,000 customersfor collectionfor collectionfor collectionfor collection
11,500 customers11,500 customers11,500 customers11,500 customersfor deliveryfor deliveryfor deliveryfor delivery
2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and225 Business points225 Business points225 Business points225 Business points
2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and2,300 Post Offices and225 Business points225 Business points225 Business points225 Business points
10 10 10 10 millionmillionmillionmillion
175,000175,000175,000175,000P.O boxesP.O boxesP.O boxesP.O boxes
fromfromfromfrom
260260260260inininin
2013201320132013
totototo
100100100100inininin
2015201520152015
prep locationsprep locationsprep locationsprep locations
18
International
Focus
Focusing on markets
where liberalisation is
the most advanced: the
UK, Germany and Italy
Expansion
Targeting expansion of
our position as the
leading challenger in
these markets
Growth market
We process more mail
abroad than we do in the
Netherlands
International Enhance cash profitability
UK
• Revenue growth:
higher prices and
improved product mix
• Contract wins and improved margins in
downstream access (mail and packets)
• Results impacted by roll-out E2E
• Currently reviewing
details Ofcom consultation together with LDC
Germany
• Results Q4 show
stabilisation, FY
impacted by ongoing fierce competition
• Cost improvement
programs and commercial initiatives up and running
• Rulings from regulatory bodies still necessary
Italy
• Further volume growth
Formula Certa
• Volume growth partly
offset by slightly lower prices
• Packets & Parcels initiative develops as
expected; launch of new flat parcel product
Reported revenue(€ million)
Underlying cash operating income(€ million)
2014: 1,711Q4: 473
2014: 8Q4: 3
2013: 1,615Q4: 428
2013: 24Q4: 8
19
20
InternationalWhistl UK
• Volume-wise the UK is the largest mail market in Europe
• Whistl clear number 2 in UK mail market
• Joint venture with LDC
• 26 % Market share
• Growth in parcels and continued growth in mail
21
InternationalPostcon Germany
• Germany is volume-wise the second mail market in Europe
• Postcon is clear number 2 in German mail market
• 8% Market share
• Household coverage: 85% (last mile/140 partners), 15% downstream access
• Growth through increased network coverage and alliances
• Certificates: ISO 9001, ISO 14001, ISO/IEC 27001, OHSAS 18001
22
InternationalNexive Italy
• Unique and real alternative to incumbent Poste Italiane
• Full service offering: from print to delivery
• Over 650 branches
• Pioneer in technology applied in postal market:
• 15% Market share
• Network coverage 74% of Italian households
• Certificates: ISO 9001, ISO 14001, OHSAS 18001
23
Parcels
• Market leader in parcel
distribution in the Benelux
• Collection, sorting and
delivery of parcels and
pallets
• Approx. 98% of domestic
parcels delivered within 24
hours
• Parcel volumes increasing
rapidly thanks to online
shopping
• Focus on e-commerce and
retail services
24
ParcelsStrong volume growth, especially in international volumes
• Continued strong growth largely driven bye-commerce
• Increased international volumes, especially milk powder to China (incidental rather than sustainable)
• Improved business performance and higher efficiency
• NLI: 17 depots operational; around 95% of volume through NLI network – in Q4 first impact from declining implementation costs
• Financial impact subcontractors in line with expectations, FY: €8 million (Q4: €3 million)
• Capturing synergies with Mail in the Netherlands by redesign Car Unit
Reported revenue(€ million)
Underlying cash operating income(€ million)
Volume growth(%)
2014: 854Q4: 245
2014: 98Q4: 33
2014: +8.8%Q4: +12.8%
2013: 803Q4: 219
2013: 89Q4: 25
2013: +9.2%Q4: +7.5%
25
Parcels
ParcelsParcel chain
Customer Service
Customer ContactPartners
Payment Delivery
Parcels
Cargo Services
Parcels
Fulfilment
Parcels
Partners
26
ParcelsInternational
We support cross border e-commerce ambitions
Logistics
We offer a wide and
innovative product portfolio in
international distribution,
fulfilment and value added
services
E-commerce
International online shopping
is becoming increasingly
popular, leading to rapid
growth in volumes of
international parcels and
consumers
International
We manage an international
network for the distribution of
parcels to any destination in
the world
27
E-commerce
• We make the most of the
opportunities offered by the
Internet
• We support online retailers with
advice and logistics
• We offer ready-to-go concepts
for smaller enterprises
28
E-commerce
Know-howStarting &
optimising web shopMarketing
Fulfilment &distribution
● Setting goal
● Defining target group
● Target group needs
● Multi channel strategy
● E-commerce know-how
● Building and starting a web shop
● Payment options
● Sending options
● Technical know-how
● Generating web traffic
● Optimising conversion
● Media choice
● Target group analysis
● Sending internet orders
● Order picking
● Stock system
● Delivery options for the receiver
● Real time and pro-active information
● E-commerce / Retail advice
● Multi channel advice
● Profile analysis
● Starter kit
● Essential facts
● Standaardised web shop software (MyShop)
● Checkout
● Payment: CheckPay, collection, credit reports
● Cendris online
● Direct marketing
● Unaddressed advertising, Folders.nl
● Tartget group analysis
● Look a like data
● Parcelware / MijnPost
● Track & Trace / MijnPakket
● Fulfilment (PostNL, Euromail
● Sending solutions
● Reports
● Checkout / Pakje Gemak
● Notifications & indication of delivery time slot
Full service e-commerce solution – Kick start, higher return, cross channel and international
28
Ne
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E-commerce
E-commerce services
Retail Marketing Webshop Payment Fulfilment DeliveryCustomer Service
Partners
Partners Business
Development
Webshops Partners Parcels Parcels
E-commerce integrator
30
Retail network offers new opportunities
Our new retail network
� Largest retail network in the Netherlands:
2,900 locations in shops
� Two formulas: Post Office and Parcel Point
� 4,800 stamp sales points
� Easily accessible and long opening hours
New possibilities
� Drop off parcels in the evening and they will be
delivered the next day
� Introduction of unmanned parcel points
� Introduction of personal space on PostNL.nl
and the PostNL app � Manage your mail and parcels business anytime, anywhere
31
Two formulas –each with its own target group
Post office
for consumers
• Full range of postal products/services
• Business partner range
• Same opening hours as the shop
Now in
• Supermarkets and convenience stores
• 2,377 outlets
Business Point
for business customers
• Full range of postal products/services
• Business partner range
• Longer opening hours
• Free parking
Now in
• Office supply and print/copy shops
• 236 outlets
32
PostNL Business Points offer everything the business customer needs
� Place to hand over bulk mail, parcels and single-item mail
� 900 PO Box locations where you can collect your mail right away
first thing in the morning
� Sales point for postage stamps, parcel stamps and other mail-related
products and services
� Car registration transfer and other partner services
33
Tomorrow’s employer
How do we create a flexible
and socially responsible
organisation that can
maintain itself in a shrinking
and competitive market?
Corporate responsibility ambition Tomorrow’s PostNL
• We want to contribute to solving societal dilemmas
Tomorrow’s sustainability
How do we minimise the
impact of our products and
processes on our climate?
Tomorrow’s society
How can we contribute to the
vitality of society?
Appendix
35
Contents
• Organisation
• Corporate Responsibility
• Organisational entities• Cendris
• Billing and Document Solutions (BDS)
• Shore
• Euro Mail
• Spotta
• Spring Global Mail / International Mail
• Mail in the Netherlands• Quality and portfolio
• Direct mail
• Transaction mail services
• Door to door
Organisation
37
Board of Management
CFO
Jan Bos
CEO
Herna Verhagen
38
Executive Committee
Parcels
Gerrit Mastenbroek
Mail NL Operations
Albert Rodenboog
CIO
Marcel Krom
Mail NL Marketing & Sales
Arno van Bijnen
CFO
Jan Bos
CEO
Herna Verhagen
HR
Roger Muys
International & M&A
Pim Berendsen
39
Organisational structure
Parcels International
International Mail/Spring
Marketing & Sales
Operations
Data & Document
Management
Mail in NL
Parcels in NL
Cargo Service
International Parcels
United Kingdom
Germany Italy
40
Our history
First postage stamp:
use is voluntaryuntil 1877
Officially named Staatsbedrijf der
Posterijen, Telegrafie
en Telefonie (PTT)
Privatised PTT rebranded Koninklijke PTT Nederland (KPN):
made up of PTT Post and PTT Telecom
1852 1928 1989
1906 19311799
Postal services
transformed into national service
First charity surcharge on a stamp
First automated sorter brought into use
41
Our history
KPN floated on the
Amsterdam stock
exchange
The last mail train travels across the
Netherlands; trucks take over the work
PTT Post changes its
name to TPG Post
TPG Post rebrands to
TNT Post
KPN acquires
Australian company TNT
TNT and PTT Post
together become part of the TNT Post Group (TPG). PTT Telecom
continues independently
under the name
KPN Telecom
TPG becomes TNT
TNT Post continues
independently under its new name PostNL
1996 1998 2005 2011
1994 1997 2002 2006
Corporate responsibility
• Tomorrow’s employer
• Tomorrow’s sustainability
• Tomorrow’s society
43
Tomorrow’s employer – focus points
• Motivated employees
• We are an attactive employer, for our employees and for people on the
external labour market
• Culture & diversity
• We create a work environment where everyone feels welcome and safe and
challenged to cooperate to better serve our customers. Our employees are as
diverse as our society
• Sustainable employability
• Our policy targets employees in all phases of life, keeping them productive,
well trained, skilled, engaged and healthy, employed within or outside of
PostNL, now and in the future
44
Tomorrow’s sustainability – Focus points
• More efficient logistics infrastructure
• As a consequence of our new logistics infrastructure we reduce the average
CO2 emissions per letter and parcel
• More energy efficient buildings
• We want to reduce the CO2 emissions of our company buildings. We strive to
achieve a B-label of our office buildings and a C-label for our production
locations
• Cleaner and fuel efficient fleet
• Making our vehicles more green through Euro 6, electrical and green gas
propulsion
• Innovation
• CO2 neutral inner city deliveries
• Investigating our potential role in increasing return flows
45
• Together with our customers we offset carbon
emissions associated with letters and parcels
• You can use “Green Mail” to send mail in the
most sustainable way possible
• You contribute to offsetting the carbon
emissions produced by the delivery of your
• We invest your contribution in Gold Standard
climate protection projects
Tomorrow’s sustainabilityOffsetting carbon emissions with Green Mail
We match your contribution and invest the
entire amount in sustainable projects in
the Netherlands
46
Tomorrow’s sustainability Mail ecolabel
What is the mail ecolabel?
• A quality standard focusing on the
entire postal chain
• Concrete measures to make your
mailings more environmentally friendly
• You may display the ecolabel if you
meet a certain number of the criteria
Mail ecolabel foundation
• The foundation behind the ecolabel,
Stichting Milieukeurmerk Post, is a
collaboration between the major
postal companies in the Netherlands,
various industry associations and
individual companies
• We were one of the initiators and are
currently a member of the foundation
The objective is to promote
environmentally friendly
production and delivery
of mail
!
47
Tomorrow’s society – Focus points
• Tomorrow’s generation
• Through this programme we want to contribute to society and improve our
internal and external reputation. We target children because they are the
future of our society
• Services that fit
• We want to offer services that fit the needs of tommorrow’s society. We will
constantly monitor whether there are issues in our society PostNL could play
a logistical role in helping to solve
48
What is PostNL doing?
• We motivate our 50,000 employees in the
Netherlands to get involved in our partnership with
WFP
• We draw attention to the issue of world hunger,
focusing especially on the school meals programme
• In 2014 we donated 2.5 million meals to the school
feeding programme in Malawi
Tomorrow’s societyWorld Food Programme
We’ve been a partner of the
World Food Programme
(WFP) since 2002
• WFP is a UN organisation
and the largest humanitarian
agency in the world
• Every year WFP feeds some
90 million people in more
than 80 countries
A child dies of hunger
every six seconds
49
Tomorrow’s societyGood Food Book
• PostNL produces this book to support WFP
• Since 2007 every year a new edition
• Top cooks contribute free of charge
• Proceeds go to WFP school feeding
programme
• 1 book = 40 school meals for a child in
Malawi
• In 2014 25,000 copies sold
• And 650,000 Christmas cook booklets
Price € 11.99
Donation to WFP
€ 8.00 per book!!
49
50
Tomorrow’s societyKids Moving the World
What does KMTW do?
• Aims to raise the awareness of Dutch
children regarding certain global issues
• Uses a light-hearted approach to teach
children about poverty, hunger and climate
change
• 90 enthusiastic volunteers work as “Game
Guides” each year
• PostNL gives employees the skills and scope
to act as Game Guides
Thanks in part to PostNL 400,000 children
have been introduced to the interactive
educational package
51
Tomorrow’s society Social engagement
Children’s Stamps
• Charity surcharge
stamp
• 2013 proceeds
€11.6 million
• The foundation
uses the proceeds
to support projects
for children aged up
to 18 at home and
abroad
Letters to God
• Letters addressed
to God are
forwarded to the
Evangelical
Broadcasting
Company (EO)
• Its support staff
pray for the person
who wrote the letter
Letters to Saint Nicholas
• We deliver letters
addressed to Saint
Nicholas to his
"official" temporary
address in Nuenen
• If the child includes
a stamp he or she
will get a reply
Mail in the classroom
• www.postnl.nl/
postindeklas
• Information to help
children give a talk
in class on “the
path of a letter”
• Mail-related
material to support
classroom lessons
Organisational entities
• Cendris
• Billing & Document Solutions
• PostNL Shore
• Euro Mail
• Spotta
• Spring Global Mail / International Mail
Cendris
• Cendris knows everyone
54
Cendris
Customer
Contact
Customer
InformationOnLine InSights
Qualitydata
Advice ontarget group
Market intelligence
Event & trigger
marketing
Customercontact
55
Cendris Customer Information
• Number 1 on the Dutch market
• 80 million addresses supplied annually
• 25 million addresses
• 7 million consumer surveys per year
• 100 employeesActivities
• Business and consumer addresses
• Advice on target group
• Data quality and data maintenance
• Marketing Intelligence
• Consumer types
• Lead generation
• Segmentation
Since 1985 Cendris Customer Information
has specialised in the collection, processing,
analysis and segmentation of business and
consumer information
✔✔✔✔
56
CendrisCustomer Contact
• Specialised in organising and handling customer contacts
• Help in finding, developing, retaining and winning back
customers by phone and e-mail and via chat, Internet sites
and social networks
Activities
• Contact Centre Services
• Online
• Professional Services
• Managed Insourcing
• Webcare
57
CendrisOnLine
Activities
• E-mail marketing
• Transactional and operational e-mail campaigns
• Texting campaigns
• Display advertising and affiliate marketing
• Search engine marketing
E-mail marketing in detail
• Expert online advice and
consultancy
• E-mail marketing software,
independent reseller of Clang®
and DMdelivery
• E-mail contact strategies
• Full service e-mail marketing
agency
• Self service with Cendris OnLine
• Multi-channel integration
• Better insight with Cendris
Marketing Intelligence
@
58
CendrisInSights
Activities
• Development and implementation of multi-channel customer programmes on the basis of Cendris information and expertise
• Effective and efficient custom solutions for complex commercial challenges
• Integrated solutions with Customer, Channel and Program Intelligence
• Advice
How to create an offer geared
specifically to particular target
groups
• Design
Media-independent custom
solutions in clear, easy-to-
follow projects and
programmes
• Implementation
Ensuring result-oriented
implementation
!!How can we help with
complex commercial
challenges?
59
CendrisJust a few of our customers…
59
Billing & Document Solutions
• Making the processing of your
transaction mail more efficient
61
Billing & Document SolutionsTransaction mail
• Offering solutions for all your outbound transaction mail flows for both
Business-to-Business and Business-to-Consumer
• Sending major volumes of documents
• Bills, policies, payslips, statements and levies
• To consumers and businesses
• Via post, e-mail, website and other channels
• Save costs and time
62
Billing & Document SolutionsPhysical and digital output
DigitalPhysical
(with or without payment functionality)Print & Mail
Digital bill
(presented via Internet banking environment)
Printed matter purchasing
(stationary and commercial)
Business portal
(hybrid communication with your customers)Distribution management
ArchivingBusiness continuity
Supply chain solutions
(centralised billing, credit management, scanning, data entry, etc.)
Transaction mail output migration; physical and digital
PostNL Shore
• Your partner in information logistics
64
PostNL Shore
• Annual processing of more than 500 million images
Market leadership
• International customer base in all sectors where (internal) logistics is core business
Customers
• More than 18,000 data specialists
• Bespoke Global Sourcing
• Entrepreneurship
Organisation
• ISO 9001, 18000 & 27001
• Investors in People
• Open standard interfaces
Best practices
65
PostNL Shore: information logistics
Processing address information on parcels and mail items. Collecting postage, recognising parcels and processing payments
Recognising, counting and coding objects on conveyor belts from a distance. For example: flowers, irregularly shaped parcels or luggage items
Complete management of your information flows, from scanning to archiving. Your primary processes will speed up and become more efficient
Digital processing and publishing of documents, such as syllabi for students, blue prints, tariff overviews or manuals
Monitoring workflows of documents, for example, and if necessary intervening according to agreed protocols
Mail and parcel automation
Object recognition
Document management
Digital publishing
Workflow monitoring
Euro Mail
• The direct marketing specialist
67
Euro Mail
• Mailing house offering an increasing
number of online services to
complement its print services
• Optimum preparation, processing and
sending of single and cross-media
DM mailings
• Increase reach and response, lower
costs
Euro Mail offers total solutions in the
area of direct marketing, fulfilment and
transaction mail
68
Euro MailPreparing, processing, posting
Strategic
advice
Target group
advice
Step 1
Preparing
Step 2
Processing
Printing/printed
matter advice
Creative
advice
Cross-media
advice
Fulfilment
advice
Franking advice Response advice
Step 3
Posting
Spotta
• Delivering unaddressed print
advertising throughout the
Netherlands
70
Spotta
Figures
Facts
• Market leader (more than 50%) inunaddressed communication
• Initiator of the “sealbag”
• Distributes 7 of the 10 most popular leaflets
• Member of ELMA, DDMA and DFMA
We are the number-one specialist when it
comes to handling the interaction between
the sender and receiver with the greatest
impact, and we offer the best mix of
resources to take our customers’ business
beyond the letterbox
!!
What? How many?
Door to door volume Over 8 billion leaflets
Employees 500
Deliverers 27,000
Weekly reach 6.4 million households
Spring Global MailInternational Mail
• International business mail, parcels
and return solutions
72
Spring / International Mail
Spring/IM make it easy for
businesses to communicate and
trade across international
boundaries by providing innovative
mail, parcel and return solutions.
What makes us unique?
• Global presence, local knowledge
• Flexible and customer driven account management
• Alternative to traditional postal companies whereby we
act as a broker (outside of the Netherlands) for
international distribution solutions
Facts & Figures
• One business unit operating under two brands:
• PostNL | Benelux
• Spring | Worldwide – outside the Benelux
• Headquartered in the Netherlands
• 1,000 employees in 13 countries
• Focus on international e-commerce, direct mail and
reverse logistics
• Strategic partner for Dell, Office Depot and National Pen
• Business partner of E-Commerce Europe
Mail in the Netherlands
• Quality and portfolio
• Direct mail
• Transaction mail services
• Door to door communication
Quality & portfolio
75
Quality in delivering your mail
Delivering mail is “people work”
• Because of this human factor, some mail, a very
small percentage, is delivered late or not at all
• This might be the result of a truck breaking down,
for example, or a sorting machine not working,
or due to extreme weather conditions
Average percentage of
mail undelivered after six days
Source: VGP research, 2010
#1Independent research by the Dutch Association of
Large-Scale Users of Postal Services (VGP)
has shown that we excel in delivery quality
Delivery reliability
• 99.5% of your mail (sent as Basic) arrives at the
right address
Delivery speed
• 99.2% of your mail (sent as Basic) arrives by the
time agreed
Average percentage of mail delivered by the time agreed
76
Financial gain
because your
invoices arrive earlier,
meaning you receive
payments faster
More effective planning
because we deliver
your mail at a set time
How you profit from our high quality delivery
Higher response
to your direct mailings
because more
mailings reach the
right address
More happy subscribers
because more
magazines and other
periodicals arrive
on time at the right
address
PostNL offers the best quality and a choice of delivery speeds
Direct mail
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• Direct mail is personal and hands-on,
providing maximum impact by delivering
a message that not only reaches your
target group but also grabs hold
• Direct mail increases advertising and
brand effects in multimedia campaigns
Direct mail reaches it mark
Which medium:
- has a 98% “opportunity to see”?
- can deliver 61% web traffic?
- can generate a 46% response?
Direct mail can!
Direct mail increases
the quality of your
reach!
More than any other type
of advertising, mailings are
read with the most interest
and are also the most
saved, most reread and
most passed on to others
Direct mail boosts
involvement
Direct mail is seen as a
sign of appreciation and
evokes good feelings
Source: Mail Monitor Online analysis by The University of Groningen, and DM Ontvangersonderzoek analysis by Metrixlab, July 2010
✔✔✔✔
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High delivery quality
• You decide when it goes
through the letterbox:
PostNL is the only postal
company that delivers six
days a week
• We offer the highest
delivery quality: 99.7% of
the mail is delivered to
the right address
Direct mail sent with PostNL reaches its mark
Consultancy
• Thanks to our mail
database, the largest in
the Netherlands, we
know what makes DM
successful
• Our DM consultants will
be happy to advise you
on how to get a
maximum effect with DM
DM concepts
• Comprehensive range of
creative direct mail
concepts for an attractive
price
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PostNL’s direct mail products
Direct mail delivery speeds
• 24 hour
• Basic
• Economy
• Budgetmail
Direct mail products
• Address Service
• Data maintenance
• Basic Card
• Traffic Card
• 3D Card
• Privacy Card
• High Attention Card
• Interactive Traffic Card
• Easy Response Card
• eBridge
• Teaser & Reminder
• Mobile Quick Response Code (QR)
• Send Me Now
• Your Attention Stamp (printed)
• Mail Monitor Online
!!
Transaction mail services
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How does the customer benefit?
• The customer keeps control of the processes and
at the same time can concentrate fully on its core
business
• Enhances the competitive position: lower costs
and improved service for the customer
Transaction mail services
What do we mean by transaction mail services?
• This includes all mail with the exception of print
advertising (DM and unaddressed) and magazines
• Invoices/bills, giro payment slips, bank statements
• Information for the customer with a
unique, personal character
What solutions does PostNL offer?
• Print mail products (e.g. bulk mail,
Postage Paid Mixed, etc.)
• Digital communication options like
e-mail, online presentment
(Business Portal, for example), etc.
• Hybrid mail products (combining print
mail with e-mail and online)
• Value added services (print, fulfilment,
response processing, digital archiving,
change-of-address service, credit
check, billing and collection services,
payment services)
• Supply chain concepts like credit
management, etc.
!!
Door to door communication
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What is door to door communication?
Door to door communication is
the delivery of print advertising
door to door on the basis of
• Postcodes
• Target group segmentation
• Within a certain radius around a shop
The door to door medium is
the medium of choice to
• generate shop traffic/online traffic
• raise brand awareness
• activate consumer response
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Door to door remains a popular medium
Door to door works
• 97% of Dutchmen reads leaflets
• On average, households read
door to door advertising for 17
minutes per week
• 24% of Dutchmen reads leaflets
on paper and online
• 54% of receivers indicate they will
miss the leaflets when they afre
not delivered
• PostNL delivers 1.5 billion leaflets
every year
Source: Bureau Veldkamp, Thuis Binnen Bereik (home within reach)
study 2010
79%of consumers use
leaflets to spot
special offers
48%Leaflets have a
good response rate:
48% of readers
regularly buys offers
in leaflets
!!
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Why use PostNL’s door to door service?
• Highest delivery quality
• High attention value because the
leaflet is delivered separately along
with the regular mail
• Optional delivery on a fixed day
• Saturday is a regular delivery day
Standard D2D distribution
Specials or government mail
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