CHALLENGE

Rising parcel volumes created new delivery challenges

Pošte Srpske is one of the three public postal operators in Bosnia and Herzegovina. It serves customers through a broad network and provides postal, financial, and logistics services every day. 

As eCommerce grew, so did the parcel volumes. Shipments rose from around 100,000 to between 150,000 and 200,000 shipments, driven in part  by the rise of international platforms like Temu. This increase put pressure on delivery teams, customer support, and internal processes.  

A simple status update was no longer enough. Customers wanted to know where their parcel was and have an easy way to choose what happened next. SMS had handled that role for about two years, but it was one-way and could not support an interactive delivery experience. It also became more expensive as message volumes increased. 

To overcome these challenges, Pošte Srpske needed a two-way communication channel to keep customers informed while also giving them more control over delivery.  

SOLUTION

Automating parcel updates with interactive Viber delivery options 

Together with Infobip and local partner m:tel, Pošte Srpske introduced Viber Business Messages as the primary channel for parcel communication.

Viber was integrated with the company’s shipment management system through an application programming interface (API). When a parcel reaches the relevant stage in the delivery process, the system automatically sends a Viber message with the shipment status and available delivery options. Customers can then choose how they want to receive their parcel.

Manage delivery

Through the Manage Delivery option, customers can redirect their parcel to a preferred parcel locker or post office. If they do not make a selection, the parcel continues through the regular delivery process and is delivered to the initial address provided.

This made the delivery message more than a status update. Instead of simply informing customers, the message gives them a practical way to take action. Customers can make their choice directly from the message instead of contacting customer support.

Parcel lockers

Pošte Srpske launched its parcel locker network in January, initially introducing 14 lockers across Republika Srpska. The company sees parcel lockers as an important part of its response to rising parcel volumes. By directing selected parcels to lockers, Pošte Srpske can reduce the need for individual courier deliveries and make better use of its delivery resources. This gives the delivery network more capacity as volumes continue to grow. 

When the parcel reaches the selected post office or parcel locker, the customer receives another message with the collection details and location. 

SMS remains available as a fallback. If a Viber message cannot be delivered, the system automatically sends an SMS instead. This helps ensure that customers still receive important delivery information. 

RESULTS

More control for customers, greater flexibility for delivery 

With Viber, Pošte Srpske has made delivery notifications more useful and interactive. Through the Manage Delivery option, customers can choose to have their parcel delivered to a preferred post office or parcel locker instead of receiving it at their address. 

On one reference day, Pošte Srpske sent 9,295 Manage Delivery messages, and 23% of recipients used the option to choose how they wanted to receive their parcel. Most selected delivery to a post office, while others chose a parcel locker. 

Viber usage grew sharply year on year. In August 2026, Pošte Srpske sent 263,000 Viber messages, compared with 16,000 in August 2025. This means the August 2026 volume was 16.4 time higher than the same month last year. 

During a sample week in early August, Viber accounted for 76.96% of all delivery messages and achieved a 95.53% delivery rate. SMS accounted for the remaining share and was used as a fallback when Viber messages could not be delivered.  

By giving customers more control over delivery, Pošte Srpske can manage growing parcel volumes more flexibly. As the parcel locker network expands, the company will have more options for organizing deliveries and reducing pressure on individual courier routes. 

Looking ahead, Pošte Srpske plans to continue developing its digital communication and customer-service capabilities, including new software solutions, potential AI support, and more interactive ways for customers to access information.