4. These results can be attributed to the effi ciency and responsiveness of teams in meeting customer expectations throughout the entire lifecycle, thanks to a customer relations management tool that is available in all the lines of business and regions. Additionally, GEODIS’s commitments in terms of employee safety and environmental transition align with customer expectations. Also appreciated by customers are the emissions calculator (an online tool that allows customers to compare different transport alternatives between two points) and GEODIS providing CO2 emissions data to all its customers to help them measure their scope 3 emissions and better manage their performance. However, a number of areas for improvement remain, such as the handling of customer complaints and claims. Supporting customers in reducing their GHG emissions The steel industry is responsible for around 7% of energysector CO2 emissions worldwide(2). To help ArcelorMittal achieve its carbon footprint reduction targets, European Road Network’s teams in France proposed a more environmentally-friendly solution adapted to the customer’s transport plan. Following a detailed fl ow study, GEODIS proposed an alternative fuel to diesel: HVO (hydrotreated vegetable oil) for short-distance steel deliveries with HVO-compatible trucks. The initiative resulted in 82% lower CO2 emissions compared to diesel trucks. This pilot project concerns short-haul distribution fl ows from the Florange steel plant in eastern France. It was launched in 2023 and continued throughout 2024. A successful customer experience in partnership with Pickme Distribution & Express launched a partnership with Pickme in 2024, designed to optimize fi rst-attempt deliveries and reduce unsuccessful presentations to individual recipients. This saves unnecessary mileage, wasted time and greenhouse gas emissions. The principle of Pickme, which was created in France in 2019, is to allow recipients to select a local neighbor from the Pickme platform, which numbers 15,000 individual members, to receive parcels on their behalf. This solution facilitates delivery organization by guaranteeing the presence of a neighbor to receive the parcel close to the recipient’s home. Nearly 80% of customers have adopted this new, fl exible and secure option. 4.4.3 Health and safety of customers, consumers and local residents GEODIS stores and transports any type of goods worldwide, some of which are considered dangerous (chemicals, aerosols, lithium batteries, fl ammable liquids, etc.) and pose a risk to people, property and the environment. For storage, sites operated by GEODIS that are potentially liable to cause pollution or nuisance, particularly to the health and safety of local residents, are subject to strict regulations designed to prevent and reduce environmental risks. These include the ICPE classifi cation (a regulatory framework for facilities subject to environmental protection requirements in France), or its international equivalents. ICPE-classifi ed sites operated by GEODIS are subject to strict standards in terms of safety, waste management, pollution prevention and environmental protection. At these sites, the Group implements preventive measures and organizes training operations for employees, who must follow strict procedures to prevent any incident or pollution. On the road, the Group complies with applicable regulations to ensure the safety of its logistics operations, such as ADR (the European Agreement concerning the International Carriage of Dangerous Goods by Road). This international agreement governs the transport of hazardous materials by road in Europe, and defi nes the rules for classifi cation, documentation, vehicle equipment and training. GEODIS drivers are trained to identify hazardous materials and to apply safety protocols to ensure secure transport conditions. A safety manual for drivers working with dangerous goods In 2024, the European Road Network line of business updated its driver health and safety manual for the transport of dangerous goods (such as chemicals, liquefi ed gas and hydrogen). Available in ten languages, this document is intended to remind drivers of best professional practices and to raise awareness of the risks involved in their job. It incorporates the latest regulatory changes and details the procedures to be followed to ensure the driver’s safety and that of others, preserve health and protect the environment. Results ● 88% of customers say they are well informed about the Group’s CSR policy. ● 91% of customers say they are satisfi ed with GEODIS’s performance in health and safety. ● 69% of customers who fi led a formal complaint were satisfi ed with the way it was resolved by GEODIS. Responsible communication GEODIS is committed to maintaining reliable and transparent communication with its customers and stakeholders by guiding logistics choices in the direction of the least carbon-intensive solutions, placing its Purpose at the heart of its operations. The brand campaign launched in 2024 and the new baseline, “A better way to deliver”, illustrate this promise through the following commitments: • reduce the environmental impact of its activities by offering a responsible and sustainable service to all its customers; • put people at the heart of its logistics operations, customer relations and the employee experience; • embody the Group’s commitment in line with its Purpose and the global economic and technological developments in the supply chain. (2) Source: https://www.iea.org/reports/iron-and-steel-technology-roadmap 2024 ACTIVITY AND SUSTAINABILITY REPORT - 83 EDITORIAL > 1. GROUP PROFILE > 2. GENERAL INFORMATION > 3. ENVIRONMENT > 4. SOCIAL > 5. ETHICS > 6. ANNEXES
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