Tendances Canada Post 2024-2025: what opportunities for Quebec SMEs?

Between structural reforms, successive strikes and the explosion of e-commerce, Canada Post is going through a period of profound transformation. For Quebec SMEs, these upheavals may seem worrying, but they also open up concrete opportunities: reviewing logistics, diversifying carriers, optimizing digital tools and strengthening local marketing. In this article, we analyze Canada Post’s major trends for 2024-2025 and what they mean for small and medium-sized businesses in Quebec, particularly those active in e-commerce and B2B services.

Our aim: to help you turn postal uncertainty into competitive advantage. We’ll look at how recent data on mail decline, fierce parcel competition, announced reforms and small business expectations are helping to define a new strategy for shipping, customer relations and online sales. We’ll also look at the key role of digital transformation (AI, automation, CRM) in staying agile in this changing context.

1. A model in crisis: understanding Canada Post’s situation to better position ourselves

Before talking about opportunities, it’s essential to understand the context. Canada Post is going through a structural crisis: decline in traditional mail, increased competition in parcels, rising costs and political pressure to modernize the service.

According to Canada Post’s 2024 annual report, the company incurred a pre-tax loss of $841 million, and estimates that the strike and major disruption in 2024 had a negative impact of $693 million on revenues. Parcel volumes fell by almost 20% in 2024, after several years of decline, and transactional mail volume fell by a further 9% over the same period, while the number of addresses to be served continues to grow. ([canadapost-postescanada.ca](https://www.canadapost-postescanada.ca/cpc/en/our-company/financial-and-sustainability-reports/2024-annual-report/our-financial-picture.page?utm_source=openai))

In the parcel market, the trend is equally telling: Canada Post’s market share in parcel delivery has fallen from around 62% in 2019 to just 24% in 2024, even before the full effects of the 2024 disruptions. ([canadapost-postescanada.ca](https://www.canadapost-postescanada.ca/cpc/en/our-company/financial-and-sustainability-reports/2024-annual-report/flexible-delivery.page?utm_source=openai)) This rapid erosion shows the extent to which competition (private carriers, e-commerce giants, new technology players) has captured much of the growth in e-commerce.

At the same time, the federal government has embarked on a vast reform project: phasing out door-to-door delivery for most households over a period of around ten years, generalizing community boxes and restructuring the post office network. These measures are aimed at cutting costs and stabilizing the company’s finances, after more than $4 billion in accumulated losses since 2018. ([theguardian.com](https://www.theguardian.com/world/2025/sep/26/canada-postal-workers-strike?utm_source=openai))

For Quebec SMEs, these observations translate into three realities that must be integrated into the strategy:

• Reliability and continuity of service are no longer guaranteed (strikes, restructuring, variable delays).
• Paper mail is losing its central role in customer relations to digital mail.
• The parcel delivery market is open and highly competitive, which can be exploited to your advantage.

In other words, continuing to operate as if Canada Post were the only reliable logistics channel in the country becomes risky. On the other hand, SMEs that anticipate this transformation, diversify their shipping options and leverage digital tools (CRM, automation, AI) can improve customer service while reducing costs.

2. Reforms and strikes: what concrete consequences for Quebec SMEs?

The years 2024 and 2025 were marked by major labor disputes and reform announcements directly affecting businesses. In 2025, a new nationwide strike called by the postal workers’ union paralyzed mail and parcel delivery, while the government confirmed the end of door-to-door delivery and accelerated the transition to community boxes. ([apnews.com](https://apnews.com/article/935ba4d9f9ffbfe328603c284700a947?utm_source=openai))

For SMEs, this has meant :

• Unpredictable delivery times, particularly critical during peak seasons (Christmas, back-to-school, special offers).
• Increased cash flow risks when cheque collections or physical invoices are delayed.
• Customer frustration when parcels are delayed or cannot be delivered.

According to the Canadian Federation of Independent Business (CFIB), almost 87% of small businesses now want major reforms to Canada Post, and around 52% are in favor of reducing residential delivery frequency. ([newswire.ca](https://www.newswire.ca/news-releases/nearly-nine-in-10-small-businesses-want-reforms-to-canada-post-857916806.html?utm_source=openai)) In other words, even small businesses that still depend on the postal service recognize that the status quo is no longer viable.

More worrying for the postal company, but revealing for the market: after the 2024 strike, CFIB reports that some 13% of small businesses have already stopped using Canada Post for good, and almost two out of three (63%) would consider abandoning it if the disruptions continue. ([newswire.ca](https://www.newswire.ca/news-releases/nearly-two-in-three-small-businesses-may-permanently-drop-canada-post-if-strike-resumes-following-vote-807142899.html?utm_source=openai)) This means that SMEs are migrating to alternative solutions: private carriers, pick-up points, in-house logistics or local partnerships.

For a Quebec SME, these figures should trigger concrete action:

• Evaluate your current dependence on Canada Post: what proportion of your shipments, returns and billings are still sent by mail?
• Document the real impact of delays: rate of complaints, refunds, loss of customers, late payment.
• Define a contingency plan: back-up carrier, alternative delivery methods (in-store pick-up, relay points, local delivery by partners).

It’s also a good time to review your internal processes. A well-configured customer relationship management (CRM) system, such as those we implement through our CRM and sales automation service, allows you to :

• Communicate proactively with customers during disruptions (automated emails, SMS, notifications).
• Offer alternative delivery options according to customer profile and location.
• Track the history of delivery problems to adjust your policies (delivery times, refunds, carriers).

To sum up, the reforms and strikes are not just a one-off irritant: they herald a new logistics landscape in which the best adapted companies will be those that have digitized the management of their customers and shipping operations.

3. E-commerce in Quebec: transforming a logistics risk into a competitive advantage

E-commerce in Quebec continues to grow, despite a tighter macroeconomic context. For online stores, logistics is a key issue: a broken delivery promise can lose a customer for good. Canada Post’s difficulties are forcing e-tailers to rethink their strategy.

In its financial report, Canada Post points out that parcels now account for around half of its revenues, but that the company can no longer keep pace with the competition in terms of delivery speed, flexibility (evening and weekend delivery, pick-up options) and technological integration. ([canadapost-postescanada.ca](https://www.canadapost-postescanada.ca/cpc/en/our-company/financial-and-sustainability-reports/2024-annual-report/our-financial-picture.page?utm_source=openai)) For a Quebec SME, this is a wake-up call, but also a window of opportunity: new digital delivery and tracking models are more accessible than ever.

Here are a few concrete ways to turn this risk into an advantage:

• Diversify your carriers: rather than using Canada Post as your sole channel, integrate 2 to 3 carriers (e.g. private services, city logistics, relay points). Modern online store solutions, such as those we implement via our e-commerce service, generally offer customers several shipping methods automatically, depending on their postal code and order weight.
• Offer local pick-up (click & collect): an option particularly suited to local businesses in Quebec, reducing dependence on any post office or carrier for a portion of orders.
• Communicate clearly about lead times: indicate estimated lead times on your site, taking into account known disruptions at Canada Post, and adjust your messages in the event of a strike or general delay.
• Optimize returns: offer multi-carrier return labels or a variety of drop-off points, rather than imposing a single postal channel.

Technically, this often means upgrading your website or e-commerce platform. A website designed from the outset for e-commerce and multi-carrier logistics can integrate :

• Connectors with several delivery services.
• Dynamic shipping rules (rates according to region, free delivery above a certain amount, differentiated delivery times).
• Automated customer notifications (dispatch confirmation, follow-up, overdue notices).

The current context is also an ideal time to reinforce your differentiation through the customer experience:

• Transparency: the clearer you are about deadlines, risks and alternatives, the more your customers will trust you, even when things go wrong.
• Personalization: thanks to AI and a good CRM, you can offer preferential delivery options based on the customer’s history (faster delivery for your best customers, for example).
• Proactive after-sales service: automatically trigger follow-ups when a parcel appears to be blocked, or offer a good discount for a major delay.

By combining a modern e-commerce platform, robust CRM integration and a multi-carrier strategy, a Quebec SME can not only absorb the shocks associated with Canada Post, but also offer a delivery experience superior to that of many competitors.

4. Towards a hybrid postal strategy: digital, AI and diversification for SMEs

Statistics on Canada Post and the expectations of small businesses all point in the same direction: the future of SME communications and logistics will be hybrid – a combination of physical and digital channels, supported by automation and artificial intelligence.

Data shows that the volume of letters received per household has fallen from around seven per week in 2006 to just two in 2024. ([canadapost-postescanada.ca](https://www.canadapost-postescanada.ca/cpc/en/our-company/financial-and-sustainability-reports/2024-annual-report/our-financial-picture.page?utm_source=openai)) This means that paper mail can no longer be the mainstay of your customer relationship. Companies that persist in sending everything by mail (invoices, renewals, marketing communications) will be more exposed to delays, strikes and customer disaffection.

For a Quebec SME, a hybrid postal strategy could be based on four axes:

1. Replace non-essential paper mail with digital mail
   
   • Send invoices, payment reminders and statements by e-mail or secure customer portal.
   • Set up automated invoicing in your CRM to reduce collection times and dependence on checks sent by mail.
   • Use segmented e-mail campaigns rather than mass direct mailings, except when very precise geographic targeting is required.
2. Automating customer relations with AI and chatbots
   

   Customers no longer want to wait for a letter or even an email to get answers. By integrating AI and chatbot solutions into your website, you can :

   • Automatically answer questions about delivery times, order status or return options.
   • Reduce the volume of customer service calls and e-mails.
   • Gather continuous data to improve your logistics processes.
3. Leverage geographic targeting of remaining physical shipments
   

   Physical mail is not dead: it’s becoming premium and more strategic. For certain segments – for example, a highly targeted local campaign in a neighborhood or city – a well-designed mail piece can stand out from the digital noise. In fact, Canada Post data show that direct marketing volume increased slightly in 2024, even though overall revenues were impacted by the strike. ([canadapost-postescanada.ca](https://www.canadapost-postescanada.ca/cpc/en/our-company/financial-and-sustainability-reports/2024-annual-report/our-financial-picture.page?utm_source=openai))

   Use these mailings for high value-added actions (launches, VIP invitations, seasonal catalogs) and not for routine communications.

4. Centralize customer, sales and logistics data in a CRM system
   

   Without a global vision, it’s hard to manage a hybrid strategy. A well-integrated CRM, as offered by our CRM management service, enables :

   • Track every customer from initial contact through to delivery and after-sales service.
   • Measure the real impact of postal disruptions on your sales.
   • Trigger automatic scenarios (e.g. notification if the order is not delivered after X days, reminder by e-mail rather than letter).

By combining these four dimensions, SMEs can not only reduce their dependence on Canada Post, but also offer a smoother, faster and more personalized customer experience. This is exactly the kind of support Nuaweb offers: diagnostics, implementation of the right digital tools, e-commerce integration and automation tailored to the realities of Quebec businesses.

Conclusion: turning Canada Post’s turbulence into a growth lever

The 2024-2025 trends surrounding Canada Post are clear: structural decline in mail, loss of parcel market share, far-reaching reforms, recurring labor disputes and growing discontent among SMEs. The figures speak for themselves: parcel market share down from 62% to 24% in just a few years, annual losses of several hundred million dollars, 87% of small businesses in favor of reform, and already a significant proportion of SMEs having reduced or abandoned use of the postal service. ([canadapost-postescanada.ca](https://www.canadapost-postescanada.ca/cpc/en/our-company/financial-and-sustainability-reports/2024-annual-report/our-financial-picture.page?utm_source=openai))

For Quebec companies, the issue is no longer whether the postal model will change, but how to adapt their logistics, billing, marketing and customer relations to this new context. The winners will be those who :

• Diversify their shipping and delivery solutions.
• Reduce their dependence on paper mail in favor of digital.
• Automate communication with their customers thanks to AI, chatbots and a modern CRM.
• Turn their website and online store into a veritable logistics and relationship hub.

If you would like to :

• Assess your current dependence on Canada Post and your logistical risks.
• Implement a more robust, multi-carrier e-commerce system focused on the customer experience.
• Integrate CRM, AI or automation to better manage your sales and deliveries.

Nuaweb can help. Our team in Quebec specializes in AI and automation, high-performance website design, optimized online stores and CRM solutions for SMEs.

Schedule a free consultation with Nuaweb today to turn the turbulence at Canada Post into a real growth driver for your Quebec SME.