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84 85
Financial Services
Strong grow th in home loans and savings
products
In its retail outlets throughout the country, Deutsche
Post World Net has been successfully offering the prod-
uct “Postbank plus: Bausparen mit Wüstenrot” (mort-
gage loans and savings products from Wüstenrot). The
company has been cooperating with Wüstenrot since
the end of 1997. Last year, the cooperation generated
contracts worth over half a billion Euros, twice as much
as in 1998.
Insurance: New in the portfolio
Postbank has also been cooperating successfully with
Haftpflichtverband der Deutschen Industrie, the HDI
insurance group.Postbank and HDI jointly founded PB
Lebensversicherung AG and PB Versicherung AG. The
two companies, whose business operations began in
April 1999, were presented to the market under the
name “PB Versicherung – Partner von Postbank und
Deutsche Post World Net”. As a result,our portfolio now
includes pension, accident and life insurance, as well as
term life insurance and loan-based insurance in combi-
nation with private lending.
Sales network enhanced
In 1999, we continued optimizing our retail outlet net-
work. Deutsche Post World Net now has some 14,000
permanent retail outlets, one of Germany’s largest
branch networks. This sales structure is a special com-
petitive advantage for the FINANCIAL SERVICES cor-
porate division. The combination of the postal retail
outlet network with Postbank is thus a logical extension
of the long-existing cooperation. Business of the two
companies Postbank and Deutsche Post is now linked
in a very profitable way through joint use of retail outlets
– resulting in strong cross-selling effects. In the retail
outlets,customers have access to both financial services
and the full range of products of the MAIL and
EXPRESS corporate divisions. This allows Deutsche
Postbank to set up its sales network in a considerably
more effective and comprehensive way than its com-
petitors.
Every day, some two to three million customer contacts
take place in the 14,000 retail outlets.Approximately
three quarters of Postbank’s business is handled over
the counters in retail outlets.At the same time, Post-
bank’s customer business accounts for more than one
quarter of all services provided at retail outlet counters.
These facts highlight Postbank’s role as the leading retail
bank.
Nationwide service is backed by diversity in retail outlet
types and operators.This enables us to respond to differ-
ent types of customer requirements, whether the prior-
ity is availability,cost or quality.The “Center”outlets are
the heart of the company’s own retail outlet network.In
addition to the standard range of products and services,
they offer separate consultation areas for Deutsche Post,
Postbank and telecommunications business.A total of
240 competence centers were opened in 1999,and some
300 were available to customers by the end of 1999.
In order to meet the special needs of smaller and
medium-sized business customers, a total of 97 new
business-customer outlets were opened by the end of
1999, following a successful pilot test and positive re-
sponses from customers surveyed.
The outlets operated by our subsidiaries are also meet-
ing with good customer response. They are operated
by our Deutsche Post Service- und Vertriebsgesell-
schaft (DPSV) and McPaper AG subsidiaries.Some 190
McPaper AG retail outlets and about 200 DPSV retail
outlets were opened by the end of 1999.
In addition, by the end of 1999 we opened some 8,000
“partner outlets” in department stores, supermarkets
and retail stores. These retail outlets have met with an
excellent response on the part of customers and part-
ners alike. They also generate considerable cost savings
for Deutsche Post World Net.
Corporate Division
End of 1995 End of 1996 End of 1997 End of 1998 End of 1999
The company’s own retail outlets
of these, DPAG
of these, DPSV
of these, McPaper
Partner outlets
Total
13,983 12,000 10,095 7,946 5,956
13,983 11,981 10,000 7,788 5,562
0 19 80 118 206
0 0 15 40 188
2,988 4,604 5,236 6,536 7,992
16,971 16,604 15,331 14,482 13,948
Trends in retail outlets, by type of operator
New business unit: Commercial customers
For commercial customers, we have established a separ-
ate unit that serves companies with revenue of up to
EUR 2.6 million, along with professional and self-
employed customers. To this group, we offer a special
“business line”for telephone consultations.