A data-driven, problem-solving partner
Giorgio sees potential to share appropriate elements of Australia Post’s vast data pool with customers, to help them in turn create better services and solutions.
“We’ve got the capability and the data to partner with businesses or government agencies to help them better serve their customers and the community. This could be really powerful – we could, in a safe way, use data to inform their strategies, or our collective strategies, around growth, optimisation and customer experience.”
Australia Post’s Bank@Post strategy4 is just one example of this. “Over 2,520 of our 4,300+ Post Offices are located in regional and remote Australia,” explains Giorgio. “We wanted to ensure a sustainable banking service for Australian communities in the future and help reduce the impact of any community bank closures.”
“So our analysis identified communities where there was a Post Office, but no local bank branch, and that informed our strategy and how we engaged with banking partners.”
The Deliveries Network teams at Australia Post are leaders in using data intelligence to inform ideas to reduce costs or improve customer service. For example, our AI databot ‘Dexter’ monitors delivery processing data every day to empower our frontline workers to deliver optimal customer experiences at scale.
“We ensure around 1.3 million parcels are delivered every day,” explains Giorgio. “We’ve run trials, where Dexter sends notifications to facility managers about late flights and trucks, checks if any expected parcels have not been scanned, and helps reset expectations with customers.”
“It sends a list of parcels going to addresses where we have recently received a complaint, so the delivery officer gets that feedback in context of the next parcel delivery.”
Dexter also supports improved compliant resolution at customer contact centres. By re-interpreting incorrectly entered article ID numbers, it can confirm information about a parcel location and delivery date through the Interactive Voice Response system (IVR), rather than forcing the customer to wait for a human agent to answer their question.
Working together to build a data-driven culture
While “becoming data-driven” is now a common goal for many businesses on a path to digital transformation, this can only happen when data – in all its forms – is successfully embraced by the business, and managed in a way that connects siloes of information.5
This may be where working collaboratively with a data driven partner could help. “Australia Post’s sales teams are proactively looking to help customers solve problems, and we now have the insights to help them develop more informed solutions,” notes Giorgio.
As Giorgio and his team have found, data has the potential to lift how people, customers and communities experience Australia Post. But building capability isn’t enough: it needs to become part of the culture.
“When a business understands the power of data intelligence, it can unlock its power. We’ve seen this at Australia Post – and it’s our job to help inspire the art of the possible with the technologies available today and those on the horizon,” he concludes.