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~ Ranpak ~

and-collect to our customers and started with it in 2011.
During COVID-19, we provided a system for customers to
ensure that they do not come into contact with other people
if they chose the click-and-collect option in our online store.
One of our employees would bring the ordered product
outside, and the customer could drive to the collection point
to pick it up.

The COVID-19 outbreak did not only affect our business,
but it also affected our employees. Some of our physical
stores needed to be closed temporarily, so our employees
were not able to work as much as they used to. However, as
our online sales were growing, we needed more employees to
package and send online orders. Therefore, we could ensure
that our employees could keep working during this difficult
time. For example, in Austria, we started regional deliveries
by our employees. They would personally deliver the orders
to our customers. We had never done this before, but due to
COVID-19, we were able to test this out. This ultimately
offered more possibilities for our customers and employees.”

The importance of interconnected retail
“Interconnected retail is of great importance to us. To us,
Turn the COVID-19 crisis into something positive this means that we provide our customers with as much
“We experienced a tremendous amount of growth during useful information about our products as we can. We provide
the COVID-19 outbreak. Due to COVID-19, we were detailed product specifications about all of our products
obligated to close 64 of our physical stores temporarily for on our online platform. Customers can find where certain
private customers. Therefore, a lot of our customers turned products are, in which specific store and how many of the
to our online platform to purchase products. In a particular product are in stock. In addition, we have also provided
week, we experienced, for example, a 200% increase in the online tutorials for over eight years. Furthermore, our
volume of our online shop in Austria. When the number of Hornbach application offers the ability to scan a product
orders in the online shop exploded during the first month and examine all of the product specifications. Providing
of the corona crisis and the shutdowns in many countries, all of these options is essential to us, as the customer
we benefited from robust cooperation with our service themselves can decide what information they need and how
providers. Ranpak is a perfect example. They have impressed they want to find this information.” ••
us with a high level of delivery reliability. During the
enormous growth of orders during the COVID-pandemic,
We ordered a big number of additional PadPak SR- and
FillPak TT-machines for existing and new shipping centres
across Europe and Ranpak was able to provide them with
all of these machines within less than 2 weeks. With the
packaging of Ranpak, we have a sustainable solution to
protect our products.

They even provided large amounts of packaging material
on an ad hoc basis. And when repairs to our machines were
necessary, they quickly took care of them. That helped
us significantly in getting huge quantities and different
varieties of goods to our customers.

However, there is a challenge when it comes to purchasing
products online. Customers have to wait a few days before
they receive the ordered product. This might not seem like
a huge problem, but a customer might need the product
at short notice because, for example, something might be
broken in their house. Therefore, we decided to offer click-

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