New Zealand Post

Looking to optimise customer value across their different channels, New Zealand Post identified the web as a growth opportunity for both sales and servicing. NZ Post engaged DNA to optimise their online channels, which has required major redesign of internet, intranet and the overall online channel approach over the past few years.

The integration of the channel to support the business with product and service delivery, sales and campaigns has been a central focus – as well as initiating new business initiatives and optimising and validating the channel for customers and Post itself. The work we have undertaken has included re- design of the site(s) and also campaigning online to either lead or integrate with other media campaigns. A key priority has been supporting and improving the customer experience, consolidating their web presence, extending their capabilities in digital, lowering the cost to serve, simplifying and integrating their channels and driving down time and cost to market of new initiatives. 

DNA have delivered services across insight, product range organisation, service experience, brand evolution, internal and customer engagement and communications. Our role is to optimise online channel experiences in order to engage and improve user experience, plus increase transactions and relationships with key audience groups.

RESULTS

Killing time: We helped NZ Post to get huge conversion from their recent Postshop online campaign – the activity saw 150,000 impressions a week from the banners on the Yahoo home page alone, taking users to information on their closest Postshop, the range of NZ Post offers. 

Let creativity do the work for you: We allowed NZ Post to make Mothers Day a success…we got 51% of visitors to click through to a participating retailers page - a massive jump in conversion from previous campaigns... our creative approach was not only more fun and engaging, it did a much better job in explaining what NZ post was offering.