W has been assisting La Poste for 8 years in the development of its 17,000 offices. The transformations are radical. The disappearance of the counter line and the diffraction of the flows allowed personalized support for customers to gain proximity and enrich the relationship. The new signage is thought to be accessible to all, even to the most fragile populations, highlights rapid services to develop the efficiency and commerciality of offices. The reorganization of flows, the new customer paths, the creation of walk-in banking spaces, have reduced the waiting time and transformed the perception of customers. The development of self-service, the promotion of advice and banking services have improved performance. The results are exceptional: an average reduction of 60% of waiting time in Parisian offices. 95% of customers are satisfied with the quality of their care.
When : since 2011