📰 In This Week's Issue:
|
Weekly To Do's
|
|
|
📦 Promo this & next week
Please familiarise yourself with the file to be prepared for a higher demand for these SKUs!
Here you find the file detailing the products on promotion: Promos for Hubs
|
Key updates you can't miss
|
|
|
🔋 New: Battery Management in HubOne! - Go Live Wednesday 18th Feb
We’re excited to announce the new Battery Management feature in Hub One - going live this Wednesday morning!
This update will provide a new Battery Inventory system directly in HubOne - replacing current battery counting via Google Form/Slack.
By tracking every battery and its operational status individually, we’re improving traceability and ensuring no asset gets lost.
How does it work?
Go to Hub One -> Inventory -> Battery Management to access the new system:
Add your batteries to the inventory: Scan all your batteries to add them into the system.
Mark as non-functional: Flag any damaged or unusable batteries as "non-functional"
Outbound batteries: Outbound batteries with the right reason when they leave the hub for repair, transfer, or if they are lost/stolen.
👉 Check out all details about the process here!
Battery not scannable? Create a Zendesk ticket for damaged battery (form will be updated soon).
Important! You still need to send a repair request!
💬 New: Slack Channel for Real-Time Customer Feedback! - Go Live Wednesday 18th Feb
We want to give you direct visibility into the most important part of our business: the customer experience. For this, we are introducing dedicated Customer Feedback Slack Channels for every Hub.
How does it work?
Each hub will get one new channel where post-order customer feedback will be posted in real time. You will be able to see the feedback, order number, and rider/OA information.
How to Use This Feedback
The goal of this initiative is to help us stay closer to our customers and understand their positive and negative experiences.
Address Issues: Talk to your team to address potential issues or improve behaviours.
Celebrate Positive Feedback: Share positive feedback with your team to celebrate happy customers!
No need for refund/customer care actions: No need to reach out to Customer Care or act on any refund requests which might be mentioned in the feedback. This is purely informative.
Keep an eye on Slack this Wednesday as the channels go live!
Note: In the future, this information will be integrated into the Customer Feedback Dashboard in the Hub Portal.
Workforce Updates
| |
|
|
🚨 Escalations – Important Reminders
Please escalate urgent cases only
Always include the Zendesk ticket ID
📢 Enrolment Certificates Update
We are missing 267 employees' Summer semester enrollment 2026 certificates (expires 28.02.2026).
👉 Action required:
Check your Cluster Sheets.
Remind employees to upload their certificates via the Fountain link already sent to them recently, immediately they receive documents.
⏱️ Processing time: Please note that ZenDesk requests take up to 4 working days to be processed and it is best for employees to submit documents via Fountain links.
🔔 Reminder: Underperformance Warnings
When requesting an underperformance warning, please make sure to always include the date on which you verbally discussed the underperformance with the employee.
🗣️ The discussion must take place before or during the period of underperformance — not after.
Example:
If the underperformance concerns the month of January, the verbal discussion should take place within the first 15 days of January.
🎯 The purpose of this conversation is to give the employee a fair opportunity to improve their performance within the relevant period.
Thank you for your attention and cooperation!
Metric | Workforce Support & WebHelp |
Solved WK6 | 983 |
Updated with comments | 1249 |
Full Resolution | 67 hours |
Open Tickets (new/untouched) | 481 |
Conservative waiting time estimation for Employees | 24 Hours |
Conservative waiting time estimation for Hub Managers Escalations | 48 Hours |
 | Shelf Changes & Delistings |
Monthly Delistings
📦 You will find hub specific list in this google drive folder. Please ensure that all affected items are properly outbounded to keep our shelves accurate and organized. 💪
Shelf Changes
Important: Please use the hub’s goflink account to access the link. Access requests from private email addresses will be declined.
The changes will go live tonight between 01:00 and 07:00. Please reorder the products tonight or tomorrow morning. Be careful to only follow the file with your exact hub name and code.