Post’s November 2000 launch of its suite of e-commerce services was followed by substantial customer uptake, with many services tailored to meet specific customer needs. Post merged new technology with traditional expertise and brought together staff from different areas to deliver the new services. An example is Post’s retail fulfilment contract with Telstra, managed nationally through Post’s “pick, pack and deliver” operation, Post Logistics. Post warehouses Telstra’s phones; processes an average 500 online orders per hour from Telstra customers; picks, packs and delivers the phones; collects payment via EFTPOS (Electronic Funds Transfer at Point of Sale) and provides returns management when required. Customer orders are taken electronically, or by phone or fax, by Post’s Customer Contact Centre staff in Sydney. Post’s Information Technology (IT) division, in conjunction with Post Logistics’ Internet Fulfilment Services (IFS) group, is responsible for
the technology connections.
