Business Model

Poste Italiane’s model is based on a strong integration of physical and remote channels with our app being the most downloaded financial app in 2021.
Specifically, 94% of Italians live within 5 minutes from a Post Office or a PuntoPoste touchpoint.
Fully integrating our channels, allows us to follow customers from engagement to sale through a data-driven service model, supported by tech-intensive processes and customer operations.
This model also contributes to the country’s digitalization and reduces the digital divide.
Through its omnichannel interaction platform, Poste Italiane manages 20 million daily interactions with clients, of which 6.7 million from digital channels.
We live in an increasingly inter-connected world with infinite physical and digital touchpoints, rapidly evolving towards instant and real-time interactions. 
In this context Poste Italiane is ready to become the largest omnichannel platform in Italy providing access to services and products.  

Poste is an important engine of innovation and digitalization of Italy, connecting the country in a new hybrid world. Now, we aim to become the single point of entry for all Italians daily needs.
Poste is the only company able to link Italian SMEs, Public Administration and citizens.
We play a primary role in transforming the e-commerce landscape.
In 2021, 30% of overall B2C deliveries went through our network, with 250 million parcels delivered and almost 520 million e-commerce transactions via our payments tools.
We are also committed to reinforce the relationship between individuals and Public Administrations, with over 22 million public digital identities – SPID – with a national market share of above 80%.
Even in the very competitive telco market, our clients bear with us: in a standard year, our churn-rate is indeed 10%, compared to an industry average of 20%.Poste Italiane’s business activities, in addition to generating direct impacts (i.e. closely linked to the Company’s economic activity), requires the purchase of goods and services produced by other companies (generating indirect impacts) and allows families who have received income thanks to the work done for the Group and its suppliers to purchase new goods and services (generating induced impacts). Poste Italiane also provides an overview of the economic value generated and distributed by the Company to its stakeholders such as suppliers, employees, lenders, the community, public administration and shareholders.

Poste Italiane is the distribution platform of choice in Italy, and we have a track record of successfully expanding our offer and reach. Over time we have progressed from distributing Poste products exclusively through our post office network, to expanding the marketplace for these products via our proprietary digital channel, to selling third party products across our channels and then leveraging on third party networks and diversified partners for distribution.

We have improved our proximity to customers beyond our network via a diversified third-party distribution network, which includes our PuntoPoste points, as well as FIT, Lottomatica, Edenred and ENI locations.

94% of Italians live within 5 minutes distance from a Poste Italiane touchpoint with circa 13,000 post offices open 6 days a week as well as circa 62,000 PuntoPoste points where citizens can undertake all their needs 7 days a week 24 hours a day.
Digitally 62% of customers with at least one access to Poste digital properties in 2021, out of a total customer base of 41 million digital users of digital channels. 
This in turn drives us at Poste to continually innovate in our physical and digital offer and deliver a seamless experience to our customers, wherever and however they interact with us.
Our 35 million customers and their relationship with us is at the heart of everything we do in all segments, at the strategic and operating level.
Poste aims to become the single point of entry for all Italians daily needs. Poste Italiane is in fact the only company able to link Italian SMEs, Public Administration and citizens, through the 18m Poste Italiane’s National Digital ID solution for citizens (leader in Italy).

The company’s business model includes a statement about their target market.
With 35 million customers, Poste Italiane has by far the largest client base in the country, 94% of Italians live within 5 minutes from a Post Office or a PuntoPoste touchpoint.
Fully integrating our channels, allows us to follow customers from engagement to sale through a data-driven service model, supported by tech-intensive processes and customer operations.
This model also contributes to the country’s digitalization and reduces the digital divide.
Through its omnichannel interaction platform, Poste Italiane manages 20 million daily interactions with clients, of which 6.7 million from digital channels.
We live in an increasingly inter-connected world with infinite physical and digital touchpoints, rapidly evolving towards instant and real-time interactions.
Italians trust us with their savings, rely on our insurance products, use our cards and phones and, of course, come to us to deliver their mail and parcels.
We have 27 million postal savings clients, and retail net inflows reached a record of more than 15 billion in 2020.
Insurance investment products lapse-rate is only 2.5% versus a market average of 5.5%.
Even in the very competitive telco market, our clients bear with us: in a standard year, our churn-rate is indeed 13%, compared to an industry average of 20%.
In 160 years our Postine and Postini and our Post Offices, have been the main physical connections in the country.
Now, we aim to become the single point of entry for all Italians daily needs.
Along this path, we are the only company able to link Italian SMEs, Public Administration and citizens. We further strengthened our partnership with Microsoft to provide innovative digital services to Italian companies and public administration, supporting and facilitating SMEs growth in Italy.
Our target for savings, financial, fibre-connection, mobile phone, insurance and utilities are Italians.
In this context Poste Italiane is ready to become the largest omnichannel platform in Italy providing access to services and products.

Poste Italiane’s unique business model
Poste Italiane has a widely diversified and unique business model. It is a four-in-one fully integrated platform company and is leader in each of its businesses.

Poste Italiane is not simply a postal and logistics operator, it offers financial, insurance, payments, telephony and soon to be launched energy services across its ubiquitous and wide-reaching 13,000 strong physical post office network and 62,000 B2B2C physical points of sale and integrated with digital and app channels representing a truly omnichannel platform company.

Poste Italiane’s model is based on a strong integration of physical and remote channels with our app being the most downloaded financial app in 2021.

Specifically, 94% of Italians live within 5 minutes from a Post Office or a PuntoPoste touchpoint.

Fully integrating our channels, allows us to follow customers from engagement to sale through a data-driven service model, supported by tech-intensive processes and customer operations.

This model also contributes to the country’s digitalization and reduces the digital divide.

Through its omnichannel interaction platform, Poste Italiane manages 20 million daily interactions with clients, of which 6.7 million from digital channels.

We live in an increasingly inter-connected world with infinite physical and digital touchpoints, rapidly evolving towards instant and real-time interactions. 

In this context Poste Italiane is ready to become the largest omnichannel platform in Italy providing access to services and products. 

No other operator has the customer base, reach, trust and brand identity of Poste Italiane.

The value creation process at Poste Italiane

2021 was an important year for Poste Italiane, with the company establishing itself as the leading player in Italy’s path towards digitalisation. In particular, the company’s business model rapidly adapted to the emergency situation caused by the Covid-19 pandemic, guaranteeing an uninterrupted service to its stakeholders and demonstrating a strong capacity to adapt even in critical and challenging situations such as those of the last two years. Poste Italiane strengthened its collaboration with national authorities, taking an active role in the vaccination campaign promoted to contain the pandemic in Italy. Specifically, the company applied its know-how to support logistical activities and made its various channels available to facilitate the vaccination campaign.

Poste Italiane’s business model is characterised by the combination of strategy, value creation and the generation of financial and non-financial capital, as exemplified in the figure below.

The main forms of capital Poste Italiane uses to create value over time
Poste Italiane’s business is based on diverse capital that has its own identity and certain qualities. These characteristics make it possible to measure and analyse the company’s performance through key performance indicators. The table below shows the nature of each capital and includes references to the paragraphs of this document that contain more detailed information.