In this situation, we are doing everything we can to continue to guarantee the best possible service as a strategic partner and to ensure that the supply chains run smoothly.
In order to be able to cope with the increased volumes in E-Commerce, staff was extended at many locations and raised to 3-shift operation. In addition, the locations also support each other: "Wherever possible and reasonable under the prevailing conditions, we help each other and readjust personnel capacities between the individual industries. In Customer Service, colleagues from Gütersloh and even from Italy are helping the teams from Dorsten and Hanover, among others, in order to be able to quickly process the number of customer inquiries, which also increases with the volume of orders," says Julia Börs, President of the Consumer Products business unit of Arvato Supply Chain Solutions.
"Due to the extension of the contact bans and curfews, which have now been extended until at least 11.05.2020, and the fact that a relaxation for retailers is taking place in very small steps, we assume that online retailers from the "food", "health", "pet supplies" and "drugstore goods" sectors can still expect a significantly increased order volume in the coming weeks.
The strong online growth of these product groups - in contrast to the fashion or high-tech sectors - is not due to store closures and an automatic shift to e-commerce, as the offline business of these sectors is still active. Instead, consumers are consciously opting for the online channel in order to reduce the risk of infection through personal contacts with people outside their own households.
For this reason, it can also be assumed that, with the lifting of the ban on contact, order volumes will slowly return to normal, but the habituation effect will contribute to the long-term stabilisation of these sectors (which continue to be dominated by stationary business) at a higher e-commerce level.
Thanks to the dedicated and motivated commitment of our colleagues at the sites, we have managed in recent weeks not only to maintain operations even under challenging conditions, but also to cope with the sharp rise in customer volumes.
Many of our customers have responded very positive to our commitment and performance and thank us for our reliability and flexibility in a challenging time for all.
The New Reality of Online Retail
Covid-19 has hit online commerce hard. Only a few industries have been boosted by the outbreak of the pandemic. A large part of all product groups, especially fashion, accessories and consumer electronics had to cope with significant sales losses. Corona has not only led to a short-term slump in sales, but will also change the e-commerce industry in the long term. Our eCommerce Competence Center formulated nine theses on the future of online commerce in Germany.
Download the study here
Crisis support healthcare
Protection of the employees