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Name: InPost
Country: Poland
Starting Year: 2009
Ongoing: Yes
Description of case study
InPost is a polish company that in 2009 introduced a system based on modern devices resembling
post office boxes, so called “Paczkomaty”. It allows collection and sending of parcels 24 hours a day,
7 days a week. The beginnings were not the easiest, as many CEOs of various companies approached
the idea of Paczkomaty with disbelief. They feared that self-service terminals would become a niche
product and that the solution itself would not work in the Polish market. However, InPost parcel
lockers became a huge success and are also used in other countries as they are ideally suited to the
needs of today and keep pace with the rapidly growing e-commerce sector.
In 2018 along with an industry 4.0 development they introduced “Paczucha Bot” which is a chatbot
designed to be a customer service tool. It is able to show the status of a parcel, call the courier or
easily find the nearest parcel collection point. Within less than a month of its creation, the InPost
chatbot was used by over 12,000 users.
The revolutionary approach resulted in a great InPost success that is hugely popular nowadays.
Customers can avoid waiting for a courier, long queues or picking up a parcel only at a particular
place at certain times. Furthermore, using parcel lockers pays off in terms of price.
Lately, they have also introduced a mobile app that opens the parcel box automatically and we do
not have to do it manually on the touchscreen.
Motivating factors
This case study can reassure young entrepreneurs that it is important to be courageous and go
beyond the current and well-known patterns and believe in your own capabilities. It also shows hard
work and perseverance as success may not appear immediately and very often you need to
overcome a lot of difficulties first.
Website: https://inpost.pl/en
Project: GameON - 2021-1-ES02-KA220-YOU-000028541 38
