About Swiss Post
As Switzerland’s national postal service, Swiss Post is deeply woven into the country’s infrastructure. Since its establishment in 1849, Swiss Post has evolved from a traditional postal service to a modern, multi-faceted organisation with over 700 post shops.
The extensive reach ensures accessible, consistent and reliable services to people in every corner of the country, from delivering mail to providing other essential services, including photocopying.
A New Approach to an Old Problem: Rethinking Photocopy Services
By 2022, the Swiss Post saw a sharp decline in photocopy usage across branches. The situation prompted reevaluating its services, especially given the daily effort required to empty coin boxes.
During this time, Swiss Post was also developing its “Swiss Post of Tomorrow” strategy, focused on improving core services like logistics, digital communication, and financial services to ensure future success. Rather than removing photocopy services, which were essential to their “service centre” approach of providing essential services to the local community, they decided to upgrade to multi-functional printers (MFPs) to improve customer experience and streamline operations..
After exploring different options, they found their match in KUARIO—a solution that ticked all the boxes. This case study explores how Swiss Post implemented KUARIO’s self-service printing and payment solutions and the impact they’ve had.
Swiss Post branches with printing services.
The Challenge: Outdated Photocopying Systems
Before the KUARIO partnership, Swiss Post’s document services were limited to black-and-white photocopy functions with coin-only payments. This setup was limiting for customers and labour-intensive for employees, who had to handle cash manually.
Swiss Post needed a flexible, user-friendly solution that could empower customers to do more while reducing the burden on employees.
The Solution: A Modern Self-Service Experience
After evaluating several options, Swiss Post chose KUARIO’s cutting-edge solution. The KUARIO MFP Kiosk and integrated payment terminal transformed Swiss Post’s traditional photocopiers into modern, multi-functional printers (MFPs), capable of much more than just black-and-white copies.
Key Features of the KUARIO Solution:
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- User-Friendly Interface: The new KUARIO MFP Kiosks feature large touch screens with simple, intuitive controls, allowing customers to easily print, copy, or scan in colour and various sizes (A3/A4).
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- Mobile & Cloud Integration: Customers can now upload documents directly from their smartphones or cloud services like Office 365, Google Drive, and Dropbox.
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- Flexible Payment Options: KUARIO’s payment terminals allow for a range of payment methods, including popular local systems like Twint, in addition to debit and credit cards.
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- Streamlined Operations: Employees now have real-time insights into transactions and usage through KUARIO’s cloud-based management dashboard, eliminating the need for manual cash handling and reducing errors.
Impact: A Game-Changer for Swiss Post
The implementation of the KUARIO MFP Kiosk in 320 Swiss Post branches has led to a remarkable 89% increase in usage, proving that customers value the added functionality and convenience. The new system has attracted more foot traffic to post shops, enhancing the customer experience and boosting revenue.
Lidia Pereira, Project Manager at Swiss Post, praised the ease of use:
“We were impressed by the large touchscreen with intuitive user guidance and the wide range of payment options, such as debit and credit card payments in addition to coins. Another plus point was the online monitoring of the coin tray and paper tray to reduce our employees’ workload.”
A Swiss post shop with KUARIO MFP Kiosk & KUARIO Payment Terminal.
Results: Enhanced Customer Experience & Simplified Operations
Since launching the KUARIO system, Swiss Post has seen multiple benefits, including:
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- Increased Customer Satisfaction: The multi-functional printers have made it easier for customers to complete tasks like printing, scanning, and photocopying with minimal assistance.
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- Efficient Cash Management: Employees no longer have to spend time manually handling and counting coins, freeing them to focus on other work that matter.
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- Future-Proofing Services: By integrating digital payments and reducing reliance on cash, Swiss Post is preparing for a more streamlined, tech-forward future.
Luca Oberli, another project manager at Swiss Post, shared: “The system is so easy that even older customers adapt quickly. Employees are always on hand to assist, but overall, the touch screen interface has made everything smoother.”
Swiss Post also found that the management process has become much more efficient with the KUARIO system. Luca added:
“We use the management dashboard most of the time to check the revenue and daily usage. It’s very easy to use.”
Conclusion: A Step Towards the Future
The collaboration between Swiss Post and KUARIO has not only modernised its photocopy services but has also reinforced Swiss Post’s commitment to delivering value to the community. By staying true to their mission while embracing innovation, Swiss Post has positioned itself as a one-stop service destination that continues to evolve with the times.
