Broaden our position in the e-commerce value chain

At PostNL, we are broadening our position in the e-commerce value chain by expanding our capabilities and services across multiple strategic areas, enhancing our role beyond a delivery provider. We are expanding our fulfilment services within the Benelux region, providing e-commerce companies with end-to-end logistics solutions. This growth in fulfilment capabilities allows businesses to outsource critical parts of their operations, streamlining their supply chains and improving delivery times to customers.

Additionally, we are focusing on innovative digital tools that enhance the e-commerce experience. These tools include advanced data analytics, customer insights, and e-commerce platforms that help businesses optimise their online presence, find new customers, and improve conversion rates. By integrating digital services with our logistics expertise, we are solidifying our position across the entire e-commerce value chain, offering comprehensive solutions that meet the evolving needs of modern businesses.

Expanding our multi-carrier capabilities

In 2024, we successfully repositioned MyParcel as an independent, stand-alone multi-carrier platform, enhancing its ability to compete effectively in a dynamic market. MyParcel maintains strong growth and a high NPS in an increasingly competitive environment

Looking ahead

Looking ahead, our strategic focus centres on deepening relationships with external carriers, expanding our carrier library, and launching a loyalty programme to drive customer engagement. Additionally, we aim to establish MyParcel’s market presence in Italy and Germany, while progressing fulfilment by MyParcel as go-to-market offerings.

Digital solutions for smarter e-commerce

Throughout 2024, we continued to help our business customers by providing digital tools and solutions that support each stage of the e-commerce journey, from initial purchase and tracking to final return shipments. With insights from our core logistics, we address common pain points in the early stages of e-commerce, such as high discovery costs, unfamiliarity, and high dropouts during checkout.

For example, with our new Fast Check Out solutions we provide a seamless checkout experience resulting in less drop outs knowing that:

1. A complex checkout deters 33% of shoppers
2. A simplified, quick process can increase conversion by 3–6%
3. A check out longer than one-minute increases dropout by 21%
4. That 90% of shoppers prefer to avoid account creation pressure.

Our digital offerings

With a reach of over 7.4 million unique users annually and an app with 2.5 billion views, PostNL enables businesses to connect with a large and engaged customer base. The PostNL app provides extensive reach and data-driven insights, allowing businesses to connect with millions of Dutch shoppers. The app’s popularity and engagement provide an ideal platform for businesses seeking increased brand visibility and targeted shopper outreach.

Anti-phishing code to safeguard customer data

At PostNL, the security of customers’ and consumers' data is a cornerstone of our commitment to delivering trusted, reliable, and secure services. In an era where phishing schemes are becoming increasingly sophisticated, we recognise the growing need to protect consumers from fraudulent attempts to obtain sensitive information, such as passwords or account details. These schemes often exploit the trust consumers place in well-known organisations by impersonating them in deceptive emails. To address this challenge, we launched the anti-phishing code in 2024—a simple yet highly effective innovation designed to enhance security and confidence in our communications. This initiative enables PostNL account holders to set up a unique, personalised anti-phishing code, which is prominently displayed at the top of every genuine email sent by us. By offering customers and consumers a straightforward way to verify the authenticity of our messages, the anti-phishing code reinforces trust in our digital services and provides peace of mind in a rapidly evolving cybersecurity landscape. The introduction of the anti-phishing code aligns with PostNL’s broader mission to provide secure, inclusive, and accessible digital services.

Beyond protecting data, this initiative strengthens our risk management approach, addressing reputational, compliance, and financial risks associated with maintaining affordability, accessibility, and reliability standards in our digital postal services. Launched under the stewardship of the Digital & BIT Digital department, the anti-phishing code is now available to all PostNL accounts, safeguarding users across our entire value chain. To measure the success of this initiative, we actively monitor the activation rates of the anti-phishing functionality, ensuring the integrity and trustworthiness of our digital services remain uncompromised. As phishing tactics continue to evolve, measures such as the anti-phishing code underline PostNL’s enduring commitment to protecting customer data and fostering digital trust. For more information on this initiative, please see the story box on this page.

Address verification

We offer webshops and e-tailers access to our International Address Check API and postal code tables, making checkout faster and more accurate, reducing dropouts and increasing conversion rates by providing real-time, validated addresses at checkout. Our international data helps our customers to grow their business abroad. Additionally, our Company Check API streamlines form filling and lead qualification, enhancing customer relationship management with complete customer data and preventing fraud by checking the authorised signatory.