From paperless withdrawal to parcel delivery, this is how the Poste app will anticipate the customer's moves

Poste Italiane's new Super App, launched last June, will shape itself around the habits and needs of individual customers, trying to anticipate their moves. Among the new features that will be launched in the next few weeks, through the geolocation of the user it will be possible to identify when a customer is approaching a post office: at that point the App will highlight the option that allows cardless withdrawal, to have at hand immediately the way to withdraw from Poste Italiane's ATMs with the phone through the wallet, on which payment cards, loyalty cards and documents can be loaded. Among the next novelties there will also be an option, which will appear in the first impression on the App when approaching the post office, to book your turn in the queue, so that even before arriving you can book yourself by reducing the waiting time.

These are just a few examples of the revolution that the adoption of artificial intelligence will enable at the address group. The company led by Matteo Del Fante will increasingly become a platform for relating or connecting with customers. And the new Super App will be its new gateway: the tool with which product and offer innovation will be brought to customers. The revolution takes its cue from the closure of the two different pre-existing Apps: the Bancoposta App, which was discontinued on 22 July 10 years after its launch, and the PostePay App, which will end its operations in October. The migration to the single Super App of Poste's 16 million digital customers (46 million in all) will be conducted progressively through an identification system using the phone's biometrics (the Fido system, which recognises the user's face), which allows users to switch from one App to the other without having to reload all their payment card data and other services onto their phones.

The new functions possible for this tool, which will be customisable and at the same time will evolve to offer increasingly personalised services to the customer (it will recognise the user's age by adapting settings and tone of interaction with them), are varied. The next initiatives, which will be implemented in the next few weeks, will concern the world of wealth management: i.e. asset management, savings and investments. Already today, the App allows users to view the returns of their life insurance policies. The area will be increasingly enriched to give new information and tools to those who want to manage their money through Poste Italiane, allowing for all savings and investment products to be monitored over time on the performance of assets and returns.

Another line of evolution will be the world of payments: Poste Italiane's entire world of PostePay payments, which represents the group's main line of innovation, will be merged into the Poste Italiane App. The wallet already present will be evolved to allow more secure digital payments, through securitisation mechanisms, both for payments in the digital world and for the physical world: the objective is to bring Poste Italiane customers to make all forms of payment through the wallet on their phones. Work is also being done on the possibility of creating a sort of dashboard of the subscriptions that each one of us disseminates, often losing track of, on digital platforms, such as Netflix, Dazn up to the children's Palystation, but also to monitor on which online purchasing platforms, such as Amazon, payment card data have been left.

The strategy remains to maximise the multi-channel and integrated model of Poste's wide range of services, from monitoring the performance of investment and savings instruments to digital payments and energy supply management, for example, being able to manage the request to increase the power of the meter from 3 to 6 kilowatts from the App. Online shopping and delivery monitoring will also be the subject of innovation. Already today, if a customer of the group buys a product on Zalando or Amazon, platforms that are partners of the Poste, he receives automatic tracking of the parcel on the App, from which he can choose and easily change the day and place of delivery.