While paper-handling has long been ingrained in Australia Post’s processes, entering the modern age gives traditional industries such as this the chance to better streamline their operations and enhance customer satisfaction. With branches all across Australia, the need for efficient communication is paramount for Australia Post to effectively service the public. Needless to say, the company wanted to simplify many of its convoluted processed by engaging the convenience of the digital realm. Appscore worked with the Australia Post team under very strict time restraints to deliver an app focussing on abridging three key areas: customer enquiries, sales leads, and reporting safety issues and damages.
Working within a strict timeframe to streamline internal operations
As a nation-wide company, Australia Post had a specific requirement to get a business app produced within eight weeks that would greatly improve internal processes. This was an impossible timeframe to adhere to if they were to choose internal measures to develop the app – they had previously created an app internally with a much smaller remit and it took them a year for the app to be developed. So, they decided to recruit our team.
Introducing a paperless system within eight weeks
With Appscore’s services, it took Australia Post two weeks to define their requirements, followed by six weeks of work on our end to then deliver the app to a very successful launch. We brainstormed ways to digitalise certain procedures so that staff could carry out administration tasks, address customer issues, and instantly connect with one another via their smartphones rather than pouring precious time and energy into old and clunky processes. This step into the modern era has enabled one of Australia’s most prominent public service companies to better manage its operations, thereby creating happier customers, more productive staff and a significantly improved service culture.
iOS & Android
Highlights of the app
The SnapIt app operates as both a customer advocacy and internal reporting app:
- Customers key in their details to make an enquiry or complaint
- Staff can alert one another on potential sales leads or report hazards (e.g. damage to property or safety issues)
- Information is immediately sent to relevant team members
The simple user interface includes:
- Easy drop-down menus to make processes faster
- Tap-and-go submit forms
- Ability to upload photos (e.g. damage to post boxes)
- GPS maps
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