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Poste Italiane's pivot to platform powerhouse

Italy's national postal service is now the country's top integrated service platform, serving 45 million citizens and driving public sector innovation.

Reinventing national service delivery

With physical mail volumes declining by nearly 50% across Europe over the past decade, Poste Italiane faced a defining moment: how to remain integral in an increasingly digital world, amid rising cashless payments, surging online commerce, and evolving customer expectations.

Recognizing that long-term relevance required more than modernization, the postal giant responded with a bold reinvention—becoming a dynamic enterprise built to scale rapidly across new industries. Today, it connects over 45 million citizens to essential services—from logistics and banking to insurance and telecom.

The transformation—shaped in partnership with Accenture—has redefined Poste Italiane’s role in the everyday lives of Italian citizens, elevating the postal service into a national engine for connection, inclusion, and innovation.

Julie Sweet sits down with Matteo Del Fante, CEO of Poste Italiane, to discuss the company’s bold transformation from traditional postal and parcel provider to Italy’s largest phygital platform. This strategic shift is setting new standards for customer experience, operational excellence and digital inclusion—and reshaping the role of a national institution in everyday life.

Watch the full interview

Digital by design, human at the heart

To realize its future vision, Poste Italiane built a digital platform designed for continuous evolution—unlocking new ways of delivering and scaling seamless services and experiences across Italy.

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A future-ready foundation

Poste Italiane began its journey by rewiring its digital backbone—replacing legacy systems with a cloud-ready infrastructure, migrating hundreds of critical applications, and unifying operations on SAP S/4HANA hosted on Microsoft Azure.

Breaking silos, building scale

This foundation introduced a data mesh architecture that drives faster, smarter decision-making—supporting agility, personalization, and resilience at scale. Together, the digital backbone and mesh break down silos, integrate data, and provide the flexibility needed to rapidly launch new services and adapt to evolving citizen needs.

One app, millions served

Next, Poste Italiane launched its SuperApp, uniting services like banking, insurance and logistics into a seamless experience. Powered by the robust digital core and integrated data mesh, the app delivers personalized, real-time services and deepens engagement. It’s now Italy’s #1 finance app with over 3.3 billion annual interactions.

Electrifying the market

Building on the SuperApp’s success, Poste Italiane launched Poste Energia—offering 100% renewable energy and smart savings tools through the same seamless platform. Designed with a citizen-first philosophy, it’s now Italy’s third-largest energy provider, on track for one million customers.

Access anywhere, service everywhere

Extending its digital reach, Poste Italiane launched the Polis Project to transform ~7,000 post offices into digital hubs. By integrating local branches with its infrastructure, the initiative connects underserved communities to public services—ensuring access for every citizen.

"We entered one of Italy’s most competitive sectors—energy—with 800 players, and in just three years became the third-largest provider."

Matteo Del Fante / Chief Executive Officer, Poste Italiane

Elevating experiences with AI

After transforming how it connects citizens to essential services, Poste Italiane set out to make the interactions even smarter and more personal. Today, AI is woven into every touchpoint—from mobile apps to in-branch experiences--making them more human, responsive, and relevant.

AI assistants

help resolve customer queries across digital touchpoints—freeing up staff to focus on more complex needs and ensuring citizens get answers quickly with shorter wait times.

AI agents

equip staff in branches with real-time insights, offers and tailored scripts—transforming routine customer visits into meaningful interactions that build trust and loyalty. 

Physical AI

and computer vision are being piloted in logistics to streamline warehouse operations, making deliveries faster and more reliable. 

Gen AI tools

help IT engineering professionals search documentation, summarize architecture policies, and accelerate development—so that new services reach citizens faster. 

A legacy transformed for tomorrow

A longtime cornerstone of Italian life, Poste Italiane continues to bring citizens closer to what matters—but now through dynamic, tech-enabled services designed for a broader, more inclusive future. 

From its roots in mail and parcel delivery to its role today as a multi-service platform powering everyday life, Poste Italiane has evolved into a trusted force for innovation and national progress.

MEET THE TEAM

Max Facchini

Managing Director

LinkedIn

Carlo Loglio

Managing Director

LinkedIn