Swiss Post Solutions (SPS) - Enhancing business agility through intelligent automation

Swiss Post Solutions (SPS) is a major global market player in document management business process out-sourcing (BPO). SPS has steadily developed a strong overall document processing services portfolio through both physical and digital channels. With approximately 2.2 billion physical pages handled every year, SPS is now exploring new ways of increasing automation through the use of robotics and artificial intelligence. While physical mail volumes continue to decrease, SPS, with its strong history of providing mailroom operations, is striving to move up the value chain to embrace digital communications and other value-added technology enablers. With the acquisition of Pitney Bowes' operations in the U.K. and Ireland in 2013, SPS significantly increased its presence in Europe as one of the top document management basic print service (BPS) providers in the region. SPS is striving to increase automation through various emerging technologies which drastically reduce human intervention.

SPS generates most of its revenue selling direct to its customers worldwide, operating from its local offices in various countries. In places where SPS does not have direct sales operations, it markets its solutions through partners. These include Drake Business Logistics in Australia, Nestien Shipment Management in India and The Mail Company in Spain and Portugal.

SPS serves mostly large organizations active in a variety of vertical sectors. Its solutions are often implemented horizontally to take over document management processes in functional areas, such as accounts payable and human resources, which still typically feature a high volume of hardcopy documents. SPS has built a large customer base in financial services, particularly in German-speaking countries. Clients in this field include Munich Re, Allianz Suisse, Suva, and more than 60 Swiss banks. Other sectors particularly targeted by SPS in-clude retail, telecommunications, utilities and legal.

Over the years, SPS has expanded its offer to cover a broad range of document processes, taking over document input and output through various channels. Its business value proposition remains focused on increasing business efficiency by streamlining the overall document workflow.

SPS services can be outlined as follows:

  • Mailroom and office services are traditional services aimed at improving process efficiency while reducing costs. An example of these services is the engagement between SPS and The Co-operative Group in the UK. SPS managed to reduce overall paper volumes and increase flexibility by moving the customer's mailroom operations to an offsite location and switching internal communications with 3,500 employees from hardcopy to digital.
  • Scanning and capture services enable customers to centrally capture and manage data from incoming documents, monitoring workflow progress and increasing data security and business continuity. Business cases include SPS' engagement with Allianz Suisse, a Swiss insurance company employing 3,500 staff. By providing digitization and indexing of two million documents per year for Allianz Suisse, SPS managed to lower response time while reducing headcount involved in scanning.
  • Document processing and information management services offer a unified platform to manage the incoming stream of information from multiple channels. They ensure fast response time to customer que-ries and can include monitoring, analytics and reporting tools. Recently, SPS won a bid to manage the claim management process of a global airline. By automating the process, it managed to reduce costs by 30% and accelerate customer response times.
  • Output management services take over the entire customer communication, integrating with clients' ERP systems and managing physical and electronic channels. This is done by simply incorporating customers' finished documents or can include document composition in compliance with industry regulations. Over 60 Swiss banks contract SPS' output management services to manage regular communications with their customers including monthly, quarterly, and yearly statements, for a total of 50 million documents sent per year.

Another significant example of SPS' output management capabilities is the engagement with German railway company Deutsche Bahn, which employs 288,000 people. SPS successfully managed to streamline HR communications by implementing a platform where employees can directly decide how to receive documents. The solution successfully enabled the conversion of 20% of traditional hardcopy payslips into digital payslips.

In all of SPS' document processing centres, typical basic processes such as document capture, indexing and repository already present a level of automation. However, SPS still relies on human intervention for tasks such as verifying selected document features and executing processes accordingly. SPS is now running pilot projects to automate these areas through the use of artificial intelligence and robotics process automation.

SPS is a division of Swiss Post Group, a public company owned by the Swiss confederation. SPS currently employs approximately 7,500 people across operations in Europe, America, and Asia. In FY15, SPS posted over CHF 600 million in revenue.

Besides its Swiss headquarters, SPS has offices in Germany, France, Austria, Ireland, Italy, the Netherlands, the UK, Singapore, Hong Kong, the US and Canada. In addition, it operates offshore and nearshore document management facilities located in Vietnam and Slovakia.

Contact Details

Swiss Post Solutions AG
Pfingstweidstrasse 60 B
8080 Zürich
+41 58 341 2391

Available White Papers


Revolutionise document management in banking 04 July 2016 As mobile technology continues to revolutionise the way customers approach financial transactions, banks are increasingly looking at business process outsourcing as a bridge towards modernisation. Future Banking talks to Joerg Vollmer, CEO of Swiss Post Solutions, about how the company is continuing to innovate business process outsourcing and robotic process automation solutions that reliably cut costs and maximise efficiency savings for clients across the banking sector.


Process revolution in banking and insurance 13 June 2016 The report explores and measures the reasons why financial organizations are undertaking process improvement projects, where eliminating paper sits within these activities, and attitudes toward outsourcing. Based on the key findings, conclusions and recommendations for those who work in the sector and are undertaking these types of project are presented.


Paper-free progress: measuring outcomes 13 June 2016 The report provides an insight into the amount of paper in the office, the impediments to removing it, the take up of digital mailrooms and multi-channel capture, and the increasing exploitation of mobile and cloud. Above all, the report looks at the progress towards paper-free processes, the triggers and decision-making processes, and the issues, benefits and ROI.


Document process outsourcing 13 June 2016 In this report users and non-users of outsource services are surveyed, their drivers are charted against the competence/cost/convenience matrix, and it is explored, how their own policies for staffing profiles, operational risk and regulatory compliance affect their evaluation and choice of DPO services. The report particularly focuses on trade-offs of in-house, on-shore, near shore and offshore models, and geographical regions that might be considered acceptable or unacceptable. Furthermore, the report looks briefly at the overall trade-off between automated recognition and manual keying processes.


Case management and smart process applications 13 June 2016 The report provides an insight into the applicability of smart process applications, the experience of early users, the drivers for improved case management, and the feature sets required of a modern case management system.

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