Innovation and Digitalization We are constantly working on improving the commercial range, internal processes, new communication and payment tools as well as methods of streamlining online orders. The store infrastructure includes more and more digital elements and we continue to expand our digital commerce portfolio. At the same time, we are working to use technology to reduce our environmental impact, as is the case with the digital flyer available on WhatsApp that aims to reduce paper consumption. Digitalization has applicability in a wide range of processes and can bring positive impacts in several business directions, such as, for example, consumer loyalty. In 2024, we opened the first full-fledged Autonom PENNY store, an important step towards digitizing and streamlining our operations. This store is equipped with stateof-the-art technology, including the implementation of ESL (Electronic Shelf Labels) and SCO (Self-Checkout) systems, which facilitate a faster and more convenient shopping experience for customers. We have also extended the implementation of RPA (Robotic Process Automation) in the flows of the departments at the headquarters, thus contributing to the optimization of internal processes and reducing the time required to complete administrative tasks. To improve communication with customers and streamline marketing campaigns, we have implemented a marketing automation platform that allows us to send personalized emails, push notifications and SMS. In the PENNY app, customers can now access loyalty points and vouchers for loyalty program products, thus eliminating the need to use paper cards. We have also developed the CSR form on csr.penny.ro and the pos.penny.ro platform, which helps colleagues place POSM orders in a more efficient and structured way. It has already become a widespread practice in the retail industry to use loyalty cards to support customer loyalty. The PENNY loyalty card brings our customers a series of advantages and offers, registering in 2024 a 30.9% increase in the average monthly number of PENNY cards used compared to the previous year. PENNY digital loyalty cards registered an increase of +47.5% compared to the previous year, in terms of the number of transactions made. The percentage of transactions for which the loyalty card was used in 2024 was 56.1% of total turnover, compared to 42.9% in 2023. At the same time, the PENNY application is another solution for our customers to benefit from offers, to be up to date with news and to participate in raffles and prize games. In this way, we try to use digitalization and innovation to offer our customers a pleasant shopping experience. Our business depends on our customers, and our performance depends on meeting their needs. Thus, we continued loyalty campaigns in 2024 through which we wanted to reward loyal customers and attract new consumers. 2024 +47.5% PENNY digital loyalty cards (compared to the previous year) SUSTAINABILITY STEP-BY-STEP CORPORATE GOVERNANCE AND BUSINESS SUSTAINABLE ASSORTMENT ENERGY, CLIMATE AND RESOURCES EMPLOYEES AND SOCIETY INDEX GRI & SASB CORPORATE GOVERNANCE AND BUSINESS
RkJQdWJsaXNoZXIy MjUyMDg2Nw==