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La Poste Mobile is a mobile virtual network operator (MVNO). Known for its proximity and simplicity, the brand leverages over 6,000 post office locations to offer accessible mobile plans, a presence few competitors can match. With around 500 employees, more than 2 million customers, and 300,000 unique visitors per month on its main website, La Poste Mobile operates a prospecting site, a customer portal, and a mobile application.
In this article, Coline Crucis, Product Manager and Web Analyst at La Poste Mobile, shares how the company made Didomi its trusted partner for consent compliance management, and how that partnership proved decisive when the CNIL came knocking.
Challenge: Staying compliant in a fast-moving regulatory environment
For La Poste Mobile, compliance is not just a regulatory obligation, it is first and foremost a matter of trust. As a proximity-focused mobile operator, the protection of customers' personal data is a core part of the brand's promise. In a sector where customer relationships are a key differentiator, delivering a transparent and respectful consent experience is both an ethical and a strategic priority.
But living up to that promise in a constantly evolving regulatory environment is no simple task. The challenge was twofold: maintaining a technically sound implementation as new requirements emerged, while being able to justify compliance decisions to senior leadership at any given moment.
The situation was made more complex by an IT department with strong infrastructure expertise but limited experience in front-end digital implementation. When the previous consent solution proved too difficult to manage, the team began looking for a more reliable, better-supported alternative.
Our main challenge was staying compliant in a regulatory context that keeps evolving.
- Coline Crucis, Product Manager & Web Analyst, La Poste Mobile
It was in this context that La Poste Mobile turned to Didomi to find a response tailored to each of these challenges.
Solution: A fully supported implementation from deployment to CNIL audit
To address these challenges, La Poste Mobile deployed Didomi's Consent Management Platform across all its digital properties. The rollout was structured around three pillars: technical support for implementation, proactive compliance monitoring, and close collaboration during a CNIL audit.
A guided implementation to bridge the technical gap
One of the decisive factors in choosing Didomi was the availability and expertise of its technical team. Didomi worked directly alongside La Poste Mobile's IT department to explain the implementation, identify undeclared trackers, and conduct a full compliance audit, including a detailed report and a dedicated training session covering vendors, purposes, and CMP fundamentals.
What sets this support apart is its tailored nature: beyond the training delivered to the IT team, Coline herself received a dedicated session to master the terminology and tools, vendors, purposes, the Didomi interface, so she could manage compliance independently on a day-to-day basis.
When the CNIL is watching over your shoulder, being confident that you understand what you've put in place makes all the difference.
- Coline Crucis, Product Manager & Web Analyst, La Poste Mobile
First-class support during a CNIL audit
When La Poste Mobile came under scrutiny from the CNIL, Didomi's support shifted into a higher gear. Weekly check-ins were put in place, daily email exchanges ensured nothing fell through the cracks, and Didomi provided a compliance report to identify non-conforming trackers. Every flagged issue was then analysed and corrected jointly.
Didomi set up weekly check-ins to support us calmly through the process. We worked together to identify and correct every non-compliant element.
- Coline Crucis, Product Manager & Web Analyst, La Poste Mobile
This level of support allowed La Poste Mobile to provide its senior management with clear, documented evidence of compliance, a critical requirement when engaging with a regulatory authority.
A banner designed for trust and brand consistency
La Poste Mobile customised its consent banner to reflect its visual identity: brand colours, typography, and button design were all adapted. Beyond aesthetics, the team made deliberate UX choices to balance transparency with accessibility, following Didomi's best practice recommendations. Notably, this customisation was carried out by Coline herself, without any development skills, made possible by Didomi's comprehensive online documentation.
Cross-Device: addressing the multi-touchpoint challenge
To improve consent rates across a user base navigating between the website, customer portal, and mobile app, La Poste Mobile activated Didomi's Cross-Device feature. Cross-Device is a functionality that links a user's consent choices across their different devices, desktop, mobile, tablet, preventing them from being asked for consent multiple times for the same choice. It ensures a consistent consent experience regardless of the channel or device, a key lever for both compliance integrity and performance optimisation.
This decision reflects a proactive approach: the CNIL has published specific recommendations on multi-device consent management, emphasising that consent collection must be consistent and traceable across all of a user's touchpoints. By activating Cross-Device, La Poste Mobile directly addresses these requirements while delivering a smoother experience to its users.
Compliance reports: no more flying blind
Beyond the initial implementation, Didomi supports La Poste Mobile in the ongoing monitoring of its compliance through compliance reports. These reports make it possible to identify undeclared or non-compliant trackers in real time, invaluable visibility in an environment where every new tag added by a partner can introduce invisible risks.
Before, I was navigating somewhat blind. Now, when I add a tag and forget to add a partner in the CMP, I can spot it very easily.
- Coline Crucis, Product Manager & Web Analyst, La Poste Mobile
These choices, combined with Didomi's recommendations and monthly performance reviews, are directly reflected in the results achieved.
Results: A 71% consent rate and regulatory peace of mind
By following Didomi's recommendations and benefiting from its active support, La Poste Mobile has achieved strong, measurable results:
- 71% consent rate a strong performance in the telecoms market, up more than 10 points since launch
- CMP deployed across the prospecting website, customer portal, and mobile application
- Compliance documented and validated following the CNIL audit
- Monthly performance reviews with Didomi to monitor trends and act quickly when needed
Beyond the metrics, it is the nature of the relationship with Didomi that Coline Crucis highlights as a key success factor.
Didomi is a market expert and offers solutions that keep pace with new trends. Their responsiveness and ability to meet our needs make them a reliable partner.
- Coline Crucis, Product Manager & Web Analyst, La Poste Mobile
What La Poste Mobile values most is the peace of mind that comes from a partner who anticipates regulatory changes, and responds the same day when a legal question arises.
What's next: Server-side tracking with Addingwell by Didomi
Building on this trusted relationship, La Poste Mobile is now preparing to take the next step: migrating to server-side tracking via Addingwell, Didomi's dedicated solution.
The context is straightforward: La Poste Mobile's partners, in paid media and affiliate marketing, have long been pushing for this migration to improve campaign performance. The question was no longer whether to move to server-side, but which solution to use.
After evaluating Google Tag Gateway, Addingwell emerged as the preferred choice for two key reasons. First, its agnostic nature: unlike other solutions, Addingwell is compatible with La Poste Mobile's entire partner ecosystem, Meta, Google, Awin, and beyond. Second, Addingwell's ability to natively integrate the consent status from the Didomi CMP, ensuring that every server-side event respects the choices expressed by the user, a non-negotiable requirement for a brand as compliance-focused as La Poste Mobile.
To learn more about how Didomi can support your organisation, whether you manage a single website or an entire ecosystem of platforms, get in touch:
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