Swiss Post Solutions and artegic working together in the field of dialogue marketing technology

Swiss Post Solu­ti­ons will, in future, use the ELAI­NE e-CRM soft­ware sui­te of artegic AG in the are­as of e-com­mer­ce and CRM & loyal­ty pro­gram­mes. The main objec­tive of the full ser­vice out­sour­cing ser­vice pro­vi­der is to allow its custo­mers to hand­le cam­pai­gns, to expand a dia­lo­gue-ori­en­ted tailo­red custo­mer approach and to opti­mi­se custo­mer data manage­ment inclu­ding various seg­men­ta­ti­on approa­ches, as part of an inte­gra­ted solu­ti­on. As the first custo­mer, Swiss Post will use the e-CRM tech­no­lo­gy to estab­lish more pro­fi­ta­ble custo­mer rela­ti­ons­hips via online chan­nels for one of the four lar­gest pho­ne ser­vice pro­vi­ders here.

“Email marketing is very important to us”

Accord­ing to the 2010 Email Mar­ke­ting Bench­mark Report by, email mar­ke­ting was the only sec­tor which was able to record a bud­get increa­se in the last year, besi­des the hyped topic of soci­al media. Swiss Post atta­ches a simi­lar level of impor­t­an­ce to the sub­ject: “Email mar­ke­ting is very important to us in order to be able to offer custo­mers high-qua­li­ty digi­tal com­mu­ni­ca­ti­ons,” com­men­ted Kili­an Thal­ham­mer, Solu­ti­ons Direc­tor at Swiss Post. “It is par­ti­cu­lar­ly important to us that the com­mu­ni­ca­ti­ons initia­ted by email mar­ke­ting always run in both direc­tions.” The com­bi­na­ti­on of per­so­na­li­sing the infor­ma­ti­on and auto­ma­ting the pro­ces­sing with ELAI­NE was the­re­fo­re one of the main argu­ments in favour of the coope­ra­ti­on bet­ween Swiss Post Solu­ti­ons and artegic AG. High-qua­li­ty fea­tures such as an intui­ti­ve sys­tem inter­face, manage­ment and seg­men­ta­ti­on opti­ons, edi­t­ing fea­tures as well as sta­tis­tics and repor­ting faci­li­ties were, accord­ing to Thal­ham­mer, the fac­tors which final­ly influ­en­ced the decisi­on in favour of the ELAI­NE tech­no­lo­gy.

Customer-specific personalisation and dialogue capability

The latest sta­ge in the deve­lop­ment of the ELAI­NE Online Dia­lo­gue CRM spe­ci­fi­cal­ly pla­ces soci­al net­work mar­ke­ting in a new con­text: custo­mer rela­ti­ons­hips. The inno­va­ti­ve approach the­re­fo­re focu­ses on peop­le and not chan­nels. On the tech­ni­cal side, a com­ple­te­ly revi­sed inter­face as well as many new fea­tures have been deve­lo­ped and imple­men­ted. In addi­ti­on to sim­pli­fied ope­ra­ti­on, the opti­mi­sa­ti­on of core pro­ces­ses con­sti­tu­tes ano­t­her focal point of the new ELAI­NE FIVE ver­si­on.

About Swiss Post

Swiss Post spe­cia­li­ses in dia­lo­gue, docu­ment and e-busi­ness solu­ti­ons, cross-bor­der dispatch of mail and goods as well as con­sul­tan­cy ser­vices for busi­ness custo­mers. More than 8,000 employees work for Swiss Post out­si­de of Switz­er­land, in more than 20 coun­tries, achie­ving a tur­no­ver total­ling 1.1 bil­li­on euros in 2009. This rep­res­ents about 20 per cent of Swiss Post’s total tur­no­ver of 5.8 bil­li­on euros. The Swiss Post Solu­ti­ons divi­si­on is deve­lo­ping inno­va­ti­ve cam­pai­gn and CRM solu­ti­ons in order to win and retain custo­mers, and is opti­mi­sing pro­ces­ses in docu­ment manage­ment – both phy­si­cal­ly and digi­tal­ly. The­se inclu­de the manage­ment of mul­ti-chan­nel cam­pai­gns via mail and Web, inno­va­ti­ve custo­mers and pho­ne­card solu­ti­ons, mail­room and archi­ving ser­vices, docu­ment out­put as well as exten­si­ve e-com­mer­ce, bil­ling and secu­ri­ty solu­ti­ons.

Swiss Post Solutions