Absolutely.
Again, our COO, Manon Fortin, was here in February and perfectly laid out all of the great work, from a service perspective, that our amazing team of 68,000 employees did throughout the pandemic.
From a finance perspective, what I can offer is that in 2020, we absolutely did see parcel volumes surge as things essentially shut down. However, we saw a complete decline, or a halt, in our transaction mail and direct marketing businesses. Those completely went to a standstill during the pandemic. We did see volume surge and revenues in terms of parcels, but again, we saw increased cost: It was important for us to invest in our employees and in health and safety.
Overall, as I mentioned before, I think what the pandemic really brought to our attention is that we are an essential service to Canadians. Canadians rely on us. Canadians are evolving. We are very well aware that 48% of them are buying more online since the pandemic, and we need to be there.
They were patient with us when we had increased volumes and we were over capacity during the pandemic. However, we need to do better, and that is why it's critical that we implement our transformation plan, geared around increasing that capacity and increasing the service they expect from us. That is really what the pandemic taught us.
We are the only company that serves 17,000 residential and—