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Through its trusted brands, the client reaches the public every working day in mail, parcels and express services and post office branches. Reinventing their business to meet their customers' needs and the demands of competition is essential to achieving their goal to be the world's leading postal service. To achieve this goal, the client initiated an ambitious CRM project to help it to both maintain its position as the nation's dominant delivery and carrier service and to match and surpass the competition, which were sure to enter its market once deregulation opened the door to EU partners. The client engaged ISM to assist with the launch of its new CRM program and to formulate a CRM strategy for 1999 through 2004.

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