Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[UPDATE] QR codes for S-Containers - Now available again 🛒
The stickers with QR codes for S-Containers are available again in Coupa and can now be ordered by Hub Managers.
One sheet contains 36 stickers - please only order as many as you really need
Please contact your Hub Manager as SL or OpsA+ if there is a need for codes in the Hub.
[GO-LIVE] Delivery-as-a-service - Feedback Flow 🏄
We have set up a way for you to provide direct feedback on driver behavior and other feedback on the services of Uber-Direct and Wolt-Drive.
➡️ You can find the feedback flow in the respective customer support channels of your hub under Hub Workflows.
[FOLLOW-UP] Few redemptions of Refer-a-Friend flyers
We are currently seeing very few redemptions of Refer-a-Friend flyers. Almost half of the Hubs have not redeemed any flyers.
➡️ Please make sure that a Refer-a-Friend flyer is included with every order so that we can attract new customers 🛍️
Customer Care
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[INSIGHT] CC Workflows
Reminder: Workflows
Please only use the new workflows to communicate with the support team.
The "night cancellations" should also be requested via the Cancellation Workflow.
Goal: All requests are collected in one channel and the support team has a better overview -> more efficiency
Update: New workflow for CC agents
As already announced, the support team will also forward requests to the hubs via workflows.
The new CC hub request workflow will be communicated to the agents as soon as possible.
The aim is to make questions more targeted and avoid unnecessary requests.
🙋 Problems/questions to Mustafa
Workforce Shared Service Center
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[INSIGHT] A high number of unsolved tickets in the People Services Team
Due to absences in the People Services team, we have a high number of unsolved tickets. We currently have 1392 cases open for People Services.
Please only escalate tickets related to Visa to the People Services team, we are working on solving the tickets as fast as we can and we will process resignations, document requests, etc. as fast as possible with our current resources.
We also kindly ask you to remind the employees to not open multiple tickets so that their issues can be solved more quickly and to choose the best suitable option in the contact form for faster reply times.
[INSIGHT] Zendesk Numbers
Solved - 2282
Team | Number of Open tickets |
SSC - Workforce Support | 220 |
SSC - People Services | 1392 |
[INSIGHT] Expected delays - Conservative waiting time estimation for Employees
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 55h |
SSC - People Services | 13d 1h |
[INSIGHT] Expected delays - Conservative waiting time estimation for Hub Managers Escalations
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 28h |
SSC - People Services | 21.3h |
Marketing Activities Updates
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[ACTION] Refer-A-Friend Flyer
RAF-flyers are our most effective offline marketing acquisition tool
You should have received our new Q4 RAF-Flyers!
NEW FLYERS: 15€ on 30€, Valid until: 13.01.24
Please make sure that all old flyers (valid until 14.10.23) have been thrown away already!
Unfortunately this quarter the performance has been the lowest it ever was, so please make sure to add them to ALL orders
[INSIGHT] New Customer Sampling
We are having a new customer sampling with Ferrero again
The sampling is for Kinder Country’s
This time, you will receive the cards and the samples not attached to each other
The samples plus cards are currently being packed by our DC
Please make sure to add one card and a sample into every new customer order once you receive them
Please make sure to only add this to NEW CUSTOMER ORDERS, since the copy includes information regarding the beginner vouchers which would mislead existing customers
[1.0 Hubs] Shelf Changes
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[ACTION] 1.0 Hubs Shelf Changes
IMPORTANT: The shelf change is valid only for the hubs in the old hub setup.
You can find the shelf changes here.
The changes will go live tonight between 01am and 7am, please reorder the products tonight/ tomorrow morning.
Please feel free to reach out to @space_planning for further questions. Many Thanks!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.
[2.0 Hubs] Shelf Changes
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[ACTION] 2.0 Hubs Shelf Changes
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 2.0 setup.
In the google drive folder you will find the G sheet files for all the hubs that are affected in the shelf changing. Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here {LINK}
Some notes on the sheets:
the sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code counts;
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"oldShelf" - 4th column: If the cell is empty, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf";
"newShelf" - 5th column: If the cell is empty, you can get rid of the product (same process like delisting);
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please contact @space_planning.
Thank you!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.
[3.0 Hubs] Shelf Changes
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[ACTION] 3.0 Hubs Shelf Changes
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 3.0 setup.
In the google drive folder you will find the G-sheet files for all the hubs that are affected in the shelf change.
Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here {LINK}
Some notes on the sheets:
The sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code is valid for your hub.
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"shelf" - 3rd column: If the cell is empty, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf";
"newShelf" - 5th column: If the cell is empty, you can get rid of the product (same process like delisting);
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please contact feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.