The job of Monika Cizmadija – an employee at the Schaffhausen branch – has changed. In recent months, she has begun to actively approach customers who are standing in the waiting area. She enquires about their needs, offers them advice and shows them different possibilities on the tablet that she carries with her. “In the beginning, I was unaccustomed to approaching people with tablet in hand. Today I value customer contact – it gives my work a more humane side and is very rewarding from both a personal and professional standpoint,” she says.

Test run in 30 branches

Monika Cizmadija’s responsibilities have changed within the scope of the “#digitalfit” project. The aim of the strategic PostalNetwork project is to promote the digital proficiency of the counter staff in the branch network and to interlink Swiss Post’s physical and digital services. The goal is to keep pace with customer needs, which are changing as the digitization process progresses. “The whole approach contributes to our taking a step forward together in the digital transformation of Swiss Post,” states Project Manager Patrick Samson.

A new mindset

Rahel Huber, of Management Support and Projects, together with Operations Managers Jost Meyer and Kevin Römming, support the implementation of the project in the Schaffhausen region. To do so, they use playful a fun approach to prepare staff for their new tasks – “for example by testing and enabling them to improve their knowledge of Swiss Post products by means of an online quiz,” explains Kevin Römming. Essentially, “#digitalfit” is about recognizing and making use of situations: “We don’t just answer specific questions from customers, rather we think ahead – for example by explaining the Swiss Post Customer Login and the associated options to them when they have come to inform us at the counter of a change of address,” explains Rahel Huber. Not everyone finds it easy to change the existing advice framework. “We have not only changed the advice we give, but also our mindset and thus our very culture. And that takes time,” says Jost Meyer.

Impressive openness

“The openness of the employees is impressive,” admits Project Manager Patrick Samson. “The key factor in providing customers with advice is our staff and their knowledge. Digital devices are a means of providing the best possible support for the interaction between staff and customers.”

Copyright: Philip Böni