Swiss Post has been the best postal service in the world for eight years. To ensure that it remains so in the face of rapidly changing customer needs, it is constantly introducing new technologies and optimising its processes. It goes without saying that this brings about changes in the daily work of employees in delivery, sorting, receiving, transport and customs clearance. That is why Swiss Post's Logistics Services division commissioned Serviceplan Suisse at the House of Communication Zurich to develop a transparent internal communication strategy.

Logistics Services Operations (LS Operations) is Swiss Post’s largest business unit. At the start of the new strategy period (2025–2028), it is informing its nearly 21,000 employees about its vision for the future through a comprehensive communication campaign.

Serviceplan Suisse chose an open approach that focuses on the feelings of employees and takes their uncertainties seriously. The language used is simple, as LS Operations employees speak over 70 different languages. The inviting slogan is: «Come with us on the journey into the future.» The agency deliberately chose a playful visual approach to make it easier to access important information.

Because, as we all know from our own experience, very few employees are motivated enough to read through long texts from senior management. That's why the agency developed 39 short «colleague videos» as the centerpiece of the campaign, in which current LS Operations employees talk to their colleagues to find out what the upcoming changes mean for their everyday work. And always react honestly – positively or negatively.

Access to the landing page with all the videos has also been kept deliberately simple. For example, via QR codes on contextual posters and stickers in all letter and parcel sorting centres and delivery points, encouraging employees to find out what their job will look like in the future. In addition, all employees receive a direct mail in the form of a card containing additional information. Plus, of course, a direct link to the landing page. There, managers will also find a guide with playful instructions on how to take their colleagues with them on the journey into the future.

Raul Serrat, Chief Creative Officer at House of Communication Zurich, appreciates that the campaign «consistently puts employees at the centre, has a very low barrier to entry and conveys the information in the colleague videos in an open and transparent, yet entertaining and equal manner.»