AWARDS 2023 SERVICE PROVIDER OF THE YEAR WINNER: OMNIVA R ecognized as one of the fastest growing and most valued brands across the Baltics, Omniva launched a series of initiatives throughout 2022/2023 to modernize and streamline its services, resulting in a notable improvement in customer satisfaction levels. This included the upgrade of its private customer platform, my.Omniva, with a more intuitive interface that enables users to track and trace shipments with a single click. Since the launch in November 2022, customers have been able to select and modify their preferred delivery options while conveniently monitoring every step of their parcel’s journey, eliminating the need to engage with Omniva’s customer support team. Omniva also launched a mobile parcel machine that not only increases capacity by providing additional touchpoints during peak seasons, but also enables Omniva to conduct feasibility tests for potential locker locations. In November 2022, Omniva reached a historic landmark following the installation of its 1,000th parcel machine in the Baltics. Commenting on the achievement, Mart Mägi, chairman of the management board of Omniva, noted, “Since the installation of the first parcel machine, these 12 years of operation have been characterized by both challenges and intensive development in all the Baltic States. It is quite symbolic that our first parcel machine was installed in Estonia, the 500th in Latvia and the 1,000th in Lithuania. It also shows that we are growing and expanding in all three markets at the same time.” Also shortlisted: Correos Spain Cainiao Group Qatar Post bpost Kazpost Point of sale Omniva took action to streamline its operations by reducing the number of traditional postal offices in Estonia from 90 to 60, embracing a modern and environmentally friendly concept that seamlessly integrates e-commerce and postal services. As part of this transition, customers can now use a convenient self-service system, effectively reducing the need for staff assistance and driving efficiency. During 2022/2023, Omniva has opened more than 20 newly modernized post offices, enabling customers to conveniently access e-commerce and postal services at locations across Estonia. Omniva plans for all post offices in Estonia to be renewed by 2026. As well as being more environmentally friendly, with more sustainable packaging solutions available, the modern post offices also have a gift shop, where customers can buy books and souvenirs. The selection also includes traditional postage stamps, postcards and other postal products. Omniva has also implemented a ‘take it or leave it’ approach, where customers can leave packaging in the post office so that other customers can reuse it for their shipments. Green goals Omniva opened more than 20 newly modernized post offices in 2022/2023 To achieve its sustainability goals, Omniva has equipped its logistics centers with solar parks and is also testing solar panels on parcel machines. Furthermore, the company introduced electric mopeds for its mail carriers, with plans to pilot special electric vans specifically tailored for last-mile deliveries. 54 www.ParcelandPostalTechnologyInternational.com December 2023