Case Study: PostNL improves customer-centric collaboration with TheyDo

Use journeys and design thinking to make bold moves

PostNL, a major distribution company, faced challenges with conflicting internal processes and a lack of customer focus as its teams worked in silos. To address this, PostNL partnered with the vendor TheyDo, utilizing their journey management platform to centralize its approach and foster collaboration.

By implementing TheyDo's platform, PostNL adopted a 'journey factory' methodology. This solution enabled journey teams to design and validate customer-centric improvements, which led to concrete results including an increase in NPS and significant cost savings. TheyDo was instrumental in helping PostNL unify insights and embed a journey-centric way of working across the organization.

PostNL

Rob Paauw

Customer Experience Manager