06.01.2025

How Finland's Postal Giant Transformed Customer Service

When customers contact Posti, Finland's trusted postal service, they expect quick answers about packages and deliveries. But with thousands of daily inquiries across multiple channels, customers were often bounced between agents before reaching the right person.

A Smart Solution

Posti partnered with Advania to implement Genesys Cloud, creating a unified contact center that intelligently routes each inquiry to the most qualified agent from the start. Integration with Salesforce gives agents complete customer histories at their fingertips—no more asking customers to repeat information.

Real Results

The transformation shows in faster resolution times, fewer transfers, and higher satisfaction scores. Customers reach the right person immediately, while agents feel empowered to solve problems efficiently. The system also became a learning tool, using call analytics to identify training opportunities and optimize performance.

Looking Ahead

What started as a contact center upgrade has become an ongoing innovation partnership. Posti and Advania are now implementing voicebots for routine inquiries and exploring Workforce Engagement Management tools.
For Posti, this isn't just about handling more calls—it's about building customer relationships that strengthen Finland's postal service for the digital future.