Poste Italiane equipped 44,000 mail carriers in Italy with mobile devices using SAP Afaria for mobile device management. This allowed the carriers to provide new services directly to customers and improved operations. SAP Afaria helped Poste Italiane maintain over 25,000 mobile devices with 99% availability.

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SAP Business Transformation Study | Transportation and Logistics | Poste Italiane
Poste Italiane: Supporting a Mobile Post
Office with SAP® Afaria®
Italy’s Poste Italiane S.p.A. is putting mobile technology in the hands of 44,000 mail
carriers. As a result, it can deliver a new generation of services right to the customer’s
doorstep. Using the SAP® Afaria® mobile device management solution,“il postino”
is maintaining its current network of 25,000 mobile devices with better than 99%
availability.

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Top Benefits Achieved
“Mobile technology and SAP Afaria are helping Poste Italiane bring new
services directly to the consumer while revolutionizing our operations
during the ‘last mile’ of mail delivery.”
Vincent Nicola Santacroce, Head of Research and Development, Poste Italiane S.p.A.
25,000Mobile devices supported
>99%
Availability of mobile
devices
15%
Improvement in first-
attempt mail delivery
Business Transformation
The company’s top objectives
•• Expand service offerings available at the customer’s home or business
•• Improve service quality and reduce delivery times
•• Get to market faster with new products
The resolution
•• Initiated “electronic postman” project to equip employees with mobile
technologies
•• Implemented SAP® Afaria® mobile device management solution
•• Completed initial implementations in six months and within budget
The key benefits
•• Greater customer satisfaction with multichannel service offerings
•• Real-time traceability and tracking of mail and electronic proof of receipts
•• Elimination of the technology gap between Poste Italiane S.p.A. and the
competition
Organization
Poste Italiane S.p.A.
Headquarters
Rome
Industry
Transportation and logistics
Products and Services
Mail services, postal savings,
logistics, communications,
financial services
Employees
150,000
Revenue
€21.7 billion
Web Site
www.poste.it
SAP Business Transformation Study | Transportation and Logistics | Poste Italiane
Executive overview
See more metricsRead more

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SAP Business Transformation Study | Transportation and Logistics | Poste Italiane
Bringing “il postino” into the mobile ageExecutive overview
Company objectives
Resolution
Business transformation
Future plans
For citizens throughout Italy, Poste Italiane S.p.A.
means much more than reliable mail service. In
addition to processing more than 5 billion pieces
of mail a year, Poste Italiane and its subsidiaries
also provide postal savings, logistics, mobile
communications, insurance, and financial services.
In total, this large organization directly serves about
80% of the country’s 61 million residents.
Not long ago, Poste Italiane embarked on an
innovative “electronic postman” initiative to equip
the country’s 44,000 mail carriers with state-of-
the-art mobile technology: handheld computers,
scanners, printers, and point-of-sale devices. The
goal is to improve customer satisfaction with an
expanded service portfolio and real-time traceability
of the mail. This ambitious project enables Poste
Italiane to bring a virtual post office to the doorsteps
of more than 26 million Italian homes.
From the outset, postal officials wanted to support
this important project with a first-rate mobile
management system.“We recognized the need
for centralized control, trouble-free software
delivery, and ironclad security,” says Vincent Nicola
Santacroce, head of research and development at
Poste Italiane. With these objectives in mind, the
Italian postal service chose the SAP® Afaria® mobile
device management solution.
5 billion
Pieces of mail processed a year
for 26 million Italian homes

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SAP Business Transformation Study | Transportation and Logistics | Poste Italiane
Helping ensure the success of a
first-class project
Executive overview
Company objectives
Resolution
Business transformation
Future plans
Poste Italiane must provide universal service for
residents in big cities and in rural areas alike. And
although Poste Italiane’s mandate is quite broad, the
organization does not have a monopoly. The post
office must compete with parcel delivery companies,
banks, and insurance providers, among others.
Eliminating a potential technology gap between
Poste Italiane and its competitors was key.
Poste Italiane selected the SAP software to support
its mobile strategy for a number of reasons. Postal
officials wanted a solution that could handle multiple
operating systems and different device types.
Further, Poste Italiane has been a successful SAP
customer for many years. The organization uses SAP
solutions for operations such as administration and
accounting, product lifecycle management, data
warehousing, and human resources.
Poste Italiane started the project with a pilot
implementation involving two post offices and about
500 devices. Employee training was an important
focus.“I would say that educating our postal workers
on the technology and training them properly was
the major success factor,” notes Santacroce.
Based on the success of the pilot, the project
team then rolled out the solution in Italy’s major
metropolitan areas. The initial phases of the project
were completed in six months and within budget.
These days, Poste Italiane’s expanding mobile
network consists of more than 25,000 devices.
“With SAP Afaria, we are monitoring our business in real time, and the
success of this project will make it easier for us to continue introducing
innovative customer services into the future.”
Vincent Nicola Santacroce, Head of Research and Development, Poste Italiane S.p.A.

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SAP Business Transformation Study | Transportation and Logistics | Poste Italiane
Seeing the benefits of mobile servicesExecutive overview
Company objectives
Resolution
Business transformation
Future plans
Postal workers equipped with mobile devices are
delivering a new generation of services to Italians
across the country. Instead of traveling to their local
post office, people can now sign electronically from
home for registered mail, credit cards, phone SIM
cards, or even contracts for insurance and financial
services. In some cases, consumers can pay for
e-commerce purchases via credit card when the mail
carrier delivers the product.
Real-time tracking has helped Poste Italiane
optimize routing and boost first-time delivery rates
to over 87%. Electronic data is immediately available
and eliminates the effort and costs associated with
maintaining handwritten documents.
SAP Afaria helps ensure that the entire system
runs smoothly and securely. Administrators can
identify potential problems quickly and avoid service
disruptions. As a result, Poste Italiane is managing
its mobile network with better than 99% availability.
Key benefits
25,000Mobile devices supported
>87%
First-time delivery rate
>99%
Availability of mobile devices
15%
Improvement in first-attempt
mail delivery

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Delivering future
improvements
Poste Italiane
Executive overview
Company objectives
Resolution
Business transformation
Future plans
The mission to deliver superior customer service
is ongoing at Poste Italiane. The organization
continues to extend the electronic postman project
to additional post offices throughout Italy.
Poste Italiane also wants to expand its service
portfolio even further. This includes providing
services such as driver’s license renewals and
the home delivery of medicines from the National
Pharmacy Federation. In fact, mobile technology is
helping the postal service implement new products
and services faster than ever before – which
improves its ability to compete effectively in today’s
more open marketplace.
Poste Italiane is a big organization with big plans. Its
ultimate goal is to expand mobile technology to all
of the country’s mail carriers from Milan to Palermo
and at the 14,000 post offices in between.
CMP22859 (13/01) ©2012 SAP AG. All rights reserved.

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