As the communications infrastructure in Africa has improved, more customers are using e-commerce. La Poste de Côte d’Ivoire recognized this shift in consumer behaviour and its impact on the express mail market; in 2013 they made the strategic decision to join the EMS Cooperative.
Since then, La Poste de Côte d’Ivoire has worked continuously to develop and improve the international EMS service for its customers. Over the last three years there have been dramatic improvements in customer service and delivery times for EMS Côte d’Ivoire. At the end of 2018 on-time delivery was 98%, a 65% increase from December 2016.
Senior management from La Poste de Côte d’Ivoire supported the introduction of EMS and all staff were involved in developing the service. They took advantage of all the tools available to support EMS Cooperative members, including taking part in an EMS Cooperative Performance Review in 2017. The outcomes of the review set out practical steps that have been used to further strengthen the service.
The latest strategic phase has been the introduction of exports using the international EMS network and associated work resulting in a rapid increase of EMS volume. This has included working closely with others by signing bilateral agreements with some African countries and having regular meetings with customs and air carriers. The EMS service has been made more visible through investment in web services and improving online information available to customers. EMS branding is used on a new fleet of motorcycles and vehicles.
EMS Côte d’Ivoire uses all EMS Cooperative tools available to constantly monitor performance and make further service improvements . It is committed to reach compliance with the EMSEVT V3 standard so that detailed tracking information is available to customers worldwide to meet e-commerce business needs. E-commerce in Africa will continue to grow and EMS Côte d’Ivoire is ready to meet this demand.