Behind the scenes
Caring and calm: Patrick’s recipe for success in retail
by Catherine Barth
Our logistics in times of corona
18.3.2020
Translation: Jessica Johnson-Ferguson
Pictures: Thomas Kunz
Our professionals in Wohlen are working under great pressure to shoulder the tremendous number of orders. In this interview, Logistics Manager Michel Boha explains what measures we’re taking and what the biggest challenges are we’re currently facing.
What measures have been taken to protect our employees in Wohlen?
Michel Boha, Head of Logistics: We’ve organised several information events during which our staff was informed about current developments and measures. What’s more, cleaning has been intensified and we’ve been raising awareness for hygiene and behavioural measures with the help of the posters issued by the Federal Office of Public Health (FOPH). These measures include keeping your distance to others in the break room. Lunch hours have been extended to ensure that social distancing is maintained. Disinfectant dispensers were already placed at all entrances quite some time ago. Since last week, we’ve been distributing cleaning products on a large scale at all the workstations. In addition, hand sanitiser was given to every single employee. We’re also continuously developing new measures and following the FOPH's recommendations. We’re in close contact with all employees who belong to the risk group and looking for solutions together. Anyone who feels ill or unwell must strictly stay at home.
What's the current growth in orders?
On Sunday, there was an increase of 50% compared to the previous Sunday. And on that previous Sunday, we already saw a 50% increase compared to the week before that. Yesterday and today, we sent out over 30.000 per day – those are levels we hit on Black Friday.
Are we still delivering on time?
Delays of about 2–3 days are currently to be expected due to the high order volume. However, this can change on an hourly basis. Even though we’re managing to maintain the supply chains for the moment, we’re very much dependent on suppliers and the situation abroad. That’s why matters are volatile. However, above all, our delivery capability is highly dependent on Swiss Post. So far, they’ve been able to cope with the surge. We’re also monitoring the situation very closely.
What has been the impact for you since the closing of our stores?
We expect that orders will continue to increase. Orders that were previously processed at the stores are now sent straight from the warehouse in Wohlen to customers. In other words, we’re the ones packing those deliveries. Until recently, this wasn’t the case thanks to branch transfers. On the plus side, some of our store employees will be giving us a hand here in Wohlen.
Have certain items or categories proven to be particularly popular?
In the past weeks, we saw a spike in all kinds of items for working from home. Think monitors, charging cables, webcams, computer mice etc. Products from our sex range have also been selling like hot cakes. Meanwhile, we’re experiencing a rise in demand in almost all product categories.
Can this current situation be compared to anything else you’ve experienced?
The growth we’ve recorded until last night is comparable to the Christmas trade.
How are the employees dealing with the situation?
I’m extremely proud of how everyone is pulling together and helping out where they can. There’s a lot of understanding for those colleagues who either belong to the risk group or have to cut back on their time due to family commitments. The stress tests we undergo on Black Friday, Cyber Monday and the run up to Christmas are helping us now: everyone knows exactly what to do.
Will there be an order backlog?
We’re working full steam on a plan to tackle a potential backlog in the coming days and weeks. There are a few empty spaces in the warehouse. If things get extreme, we could use them to temporarily store products and packages. Right now, we’re also recruiting around 200 new employees to cope with the volume.
How are you dealing with the situation yourself?
By keeping calm and making flexible plans. Personally, I’m convinced that our team will weather these turbulences and manage to steer things into calmer waters. Above all, we need to keep the backlog under control and ensure that we adhere to the motto «first in first out», so we can continue to serve all customers as well as possible.
Patrick McEvily
Communications Manager
patrick.mcevily@digitecgalaxus.chBe it at our warehouse in Wohlen, in our shops or among the accountants: In this jungle that is Digitec Galaxus, I swing from vine to vine, combing through the undergrowth on the lookout for juicy stories.
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