Parcels

We are helping to shape the growth of e-commerce by building a robust network for sending and receiving parcels, ensuring convenience for consumers and customers. By providing our customers with valuable data and insights, we enable them to enhance their e-commerce offerings. For consumers, we are committed to being their favourite deliverer by making the process of sending and receiving parcels as seamless and reliable as possible. We achieve this by offering a variety of delivery options that put them in control, such as expanding our out-of-home network to provide greater convenience and flexibility.

Our parcels solutions range from delivering standard parcels to more tailored services, such as guaranteed time-critical delivery. E-commerce is shaping the future of retail, and we help drive this vital sector through IT, network and infrastructure investments, such as processing small parcels. At the same time, our digital platforms enable us to offer e-tailers and consumers greater control over sending and delivery. Together, these factors enable us to focus on optimising our revenues while creating greater customer value by providing more data and insights, helping them develop their e-commerce offerings.

Within logistics, we are broadening and strengthening the e-commerce logistics chain, and in 2024 moved our Extra@Home operations from Logistics Solutions to our Parcels operations. Extra@Home specialises in delivering large or heavy parcels and bulk transport directly to consumers. This move will create opportunities to enhance synergy and efficiency in our services.

Internationally, we provide customers with delivery solutions through CBS and Spring, a provider of global e-commerce solutions. As of 1 January 2025, we integrated the fulfilment operations of Logistics Solutions into CBS. Spring is also providing customers with more options in logistics solutions. And we are increasingly using the integrator model, which enhances and strengthens our existing physical services and involves integrating operators' services into our own. More information on all of these offerings is provided below.

Integrator

The logistics sector is increasingly shifting towards shipping platforms, particularly among SMEs, as e-commerce continues to expand. This evolution is moving customer interaction from carriers to platforms, which attract businesses by offering multiple carrier options, competitive pricing, and strong customer service. At PostNL, we operate an asset-light network outside the Benelux, partnering with others to digitally connect logistics services and meet specific customer needs, such as more sustainable, affordable, and high-quality delivery.

Through our multi-carrier platforms—MyParcel, Shops United, and CheapCargo—we cater to specific customer segments, offering flexible and tailored solutions that address diverse market needs. This strategy has proven successful, with MyParcel maintaining strong growth and a high NPS in a highly competitive market.

Out-of-home network

We continue to strengthen the e-commerce value chain and enhance our competitive position through innovation and partnerships. Central to this strategy is the accelerated expansion of our out-of-home (OOH) network and the roll-out of APLs. These initiatives are designed to make parcel collection and returns easier and more convenient for both SMEs and consumers, while improving service efficiency and supporting our decarbonisation goals.

In 2024, we witnessed a tipping point in the adoption and use of APLs. Customers increasingly chose to connect these solutions and offer them as an option at checkout, recognising the added value they bring to their operations. Meanwhile, consumers were more often willing to try APLs, benefiting from their speed, convenience, and 24/7 availability. First-time users report a high NPS, reflecting the immediate value APLs deliver to the consumer experience.

Reflecting our commitment to an open and inclusive model, which is more sustainable and cost-effective, in 2023 we began granting other operators access to our APLs. GLS Netherlands was the first to join, and since then, additional logistics carriers have started using our network.

Today, consumers can retrieve parcels delivered by multiple carriers at any of our over 1,080 parcel lockers, many strategically located at retail partners such as supermarkets and DIY stores. This collaborative model enhances accessibility, streamlines operations, and strengthens our position as the preferred deliverer for customers and consumers.

Cross Border Solutions

CBS business streamlines international e-commerce logistics with a broad range of services to support global trade. CBS aims to accelerate cross-border e-commerce within, to, and from Europe by building strong market propositions, optimising hubs, and enhancing our European network.

One of the key foundations of this European network is our subsidiary, Spring Global Delivery Solutions. Within Europe, Spring operates in 10 countries across both Western and Eastern Europe, helping customers with simplified and sustainable worldwide deliveries, customs clearance, and returns. As an international delivery company working with local experts, Spring connects customers to 190 destinations worldwide.

As we observe growing demand for cross-border e-commerce solutions in Europe, we will invest in our presence and capabilities to meet customer needs. As a first step, effective from 1 January 2025, we integrated the fulfilment operations of Logistics Solutions into CBS, enabling us to expand our fulfilment centres across key European locations. Additionally, we will start expanding our footprint in Europe by boosting Spring sales capacity in selected European markets and strengthening our network connections throughout the continent.

Looking further ahead, we are preparing for the potential impact of new European consumer protection and customs regulations on our Asian customer base. More information on CBS and Spring can be found in the Customer value chapter.

Logistics Solutions

Smart logistics plays a pivotal role in ensuring the efficient movement of goods from collection to delivery, offering businesses and consumers flexible and convenient services. In 2024, we streamlined Logistics Solutions to focus on two key areas: health & secure and night distribution. Both areas operate in niche markets outside the core focus on e-commerce, with health & secure providing conditioned transport, high-value transportation, and time-sensitive deliveries primarily to B2B customers in the healthcare, retail, and public sectors.

Our night distribution service, PS Nachtdistributie, specialises in overnight logistics within the Benelux region, serving key sectors such as optical and audiology chains, dental markets, and the installation industry. The overnight distribution model enables customers to start their operations early each morning, and we guarantee overnight deliveries before 7:00 a.m. for a broad range of customers in retail and installation services. Information on the development of logistics solutions in 2024 can be found in the Customer value chapter later in the report.