Case Study 4.4 Nova Post – Speedy, Easy And Secure Shipments

The Ukrainian express-delivery company Nova Post was founded in February 2001. At that time, the freight and parcel transportation markets were monopolized by the state-owned Ukrposhta company and competitors were focusing on transporting cargo for businesses. In Ukraine, people in small towns were used to sending packages via buses, with drivers playing the role of couriers, and with people able to collect consignments from regular bus routes. Spotting a gap in the market, Nova Post introduced professional door-to-door collec- tion and delivery of goods, regardless of whether it was an envelope with documents or a larger shipment. The first deliveries were made using the founder’s own car, but operations expanded quickly. In recent years, Nova Post has become a key partner for many online stores with the growth of e-commerce. In this segment, timely and reliable customer service is crucial to satisfy the demanding B2B and business-to-consumer (B2C) customers. Oleksiy Taranenko, Director of Development at Nova Post, says: “We need to build an integrated physical and virtual infrastructure, which can deliver our service offerings effectively to our target segments.” Further extending its success in e-commerce, Nova Post now works with the custom- er-to-customer (C2C) segment. This is an important segment where consumers selling and exchanging second-hand items are looking for quick deliveries to other consumers. Here, Nova Post has worked closely with the OLX and Shafa platforms (the Ukrainian equivalents of