Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[INFO] Hub Dashboard Update: Declining Compliance Bar
From now on you will see a pink banner in the Hub Dashboard when a rider is offline due to expired/rejected orders.
Your 'to do' to see exactly which riders are offline:
Log in to the Hub Portal with your personal HM | SL | OpsA+ access.
Click on "View List" to see the names of the offline riders.
For privacy reasons, the rider names are not visible via the Hub access in the Hub Portal.
[INFO] Daily Hub Routine - the to-do list for daily tasks in the Hub ✅
The Daily Hub Routine is a to-do list that contains the most important tasks with recommended start times in the Hub daily routine as well as a shift log. You simply check off the tasks as you complete them!
ℹ️ For more information see HubWiki page here.
[INFO] Stock Change Log Update: New filter
Based on your valuable feedback, we've made it easier to search for changes in the stock. You now have the option to filter by the number of inventory changes in the logs.
Supply Chain Updates
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[INFO] Hub-Alert Claiming
Hello all, here is a small update on the products you're claiming via Hub Alert. With your help, we have already been able to claim over 1900 items at our suppliers! Thank you very much for your effort!
Demand Planning / Replenishment
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[INFO] Updates
Hi everyone, here are the updates from the Demand Planning team:
Promotions: Pls see Promotion SKUs for wk23 and wk24 here. In case of any questions please contact Nathalie Andersson.
Fronleichnam 2023 (concerned regions): expect higher deliveries on Tuesday.
Overall improved forecasts: increased availability on bakery products, will be visible in the upcoming days in the hubs.
Customer Care
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[INFO] Results of the incoming contact
Hey all!
I hope you are all doing well and enjoying the warmer weather! 🌞
The following number will showcase the results of the incoming contact between 29.05.-04.05.
💬 Total number of incoming contacts was: 17.465, which was a quite high contact rate of 3.8% - with over 66.956 replies sent out from our team.
⭐ Last week our CSAT was at a good looking 86%.
🔍 Last week's highest volume of CR (contact Reason) was once again brought to us by: ‘missing product’, responsible for 14% of all incoming contacts this contact reason remains at a stable CSAT which stand at 89% this last week.
Followed by contact reason ‘delay’ on 12% of the incoming contact with a CSAT at 76%.
The products reported missing the most were again:
🍌 : 11018350 - Chiquita Bananas → Reported and refunded a total of 686 times in the past week.
🧻: 11013029 - Toiletpaper Zewa → Reported and refunded a total of 553 times in the past week.
🚨🚨🚨There number where at an all time high this week - please watch out to help reduce these reports!!
Last weeks 2 products most reported to have been wrong in the order were:
We ask you all to look out for these products and check your inventory and shelf set up to make sure the right product is delivered to the customers.
We at Customer Care thank you for reading this report and for looking into how we can make sure to better these numbers for this new week!
Workforce Shared Service Center
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[INFO] Applicant tickets reduced by 54%
In W22, the support team was able to solve 295 applicant tickets and reduced the number of unsolved requests by 54%.
We still have 242 tickets open in the group that should be solved by the end of the week.
[INFO] The payroll period will start soon
In W23 the hub employees will receive their salaries and a new payroll cycle will be started in the SSC > Payroll team;
For this payroll, we will have a task force of 3 full-time and one part-time agent to support employee issues, and we expect to be within our resolution time. We kindly ask you to remind the employees to not open multiple tickets so that their issues can be solved more quickly.
[INFO] Zendesk Numbers
Solved - 2320 (a decrease of 12% compared to W21)
Team | Number of Open tickets |
SSC - Operations | 202 |
SSC - Growth | 242 |
SSC - Payroll | 52 |
SSC - PPO | 109 |
SSC - Services | 92 |
[INFO] 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 - Operations | 1 day and 10 hours |
SSC - Growth | 8 days and 21 hours |
SSC - Payroll | 8 days and 16 hours |
SSC - PPO | 4 days and 3 hours |
[INFO] 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 - Operations | 11 hours |
SSC - Growth | 1 day and 12 hours |
SSC - Payroll | 15 hours |
SSC - PPO | 7 hours |
SSC - Visa and Compliance | 17 hours |
Marketing Activities Updates
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[ACTION] RAF- Flyer
Please remember to put a new RAF-Flyer into every order!
RAF-flyer are our most effective offline marketing acquisition tool, this quarter we even have two different versions to test out 🚀
Our top three performer (hubs with the most RAF-redemptions) from last week are:
de_aah_burt
de_old_nado
de_lei_elsb
Special shoutout to lei_elsb and old_nado for making the list two times in a row!
Flyers can be reordered here, we only have a few packages left for Q2 ✨
[INFO] Park Delivery
We finally will launch Park Delivery in Germany this week and can create a good Use Case for our customers 🚀🚀🚀🚀
We already had our first few orders
We have started the communications online now
Soon offline will follow, but we will let you know more as soon as we have the ETAs
Here once again some more information regarding the new feature:
Fleet Updates
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[INFO] Damage Report Quality and Damage Report Closure
Please make sure that the Damage Reports are created regularly, that they are clear and that they are closed directly after the service.
Only if the quality of the Damage Reports is good, the service can bring the right spare parts and find the damage on the bike. It is clear that you are not bike mechanics yourselves and may not be able to accurately identify some damage - that's okay. But please be as specific as you can when reporting damage.
If you have enough space in the Hub, please put the broken bikes to the side so they 1) don't get used again and 2) can be found quickly by the mechanics.
Examples of good Damage Reports:
Category | Title | Description | Reason |
Wheel | Rear wheel wobbles | The rear wheel wobbles. Please check. | The mechanic knows what to look at and can investigate the problem. |
Wheel | Flat front tire | Front tire has a hole | More information is not necessary here. |
Brake | Rear brake defective | Rear brake is too weak | It is immediately clear where the fault lies (rear brake) and which spare parts to bring |
Engine | Error 30 | Error 30 | The mechanics know the error messages and know what to do. |
(Real) examples of damage reports that need improvement:
Category | Title | Description | Reason |
Brake | saddle mount | Error 21 | Category, title and description do not match. It is not clear what the error is. |
Other | Broken | Broken | It's not clear what's really broken. |
It is also important that the damage is marked as "repaired" / "fixed" directly after a maintenance visit if it has actually been repaired. This is important so that maintenance visits can be better planned. Also, it reflects poorly on metrics of your Hub and Suppliers when bikes are reported as broken for an extended period of time when they have actually been repaired.
Please be in communication with the mechanics who visit you. It can be very helpful to compare our Fleet Tool with their system. It is best to look at our Fleet Tool together with the mechanic. If there are discrepancies, you may have to report damage again - then it will show up again in the supplier's system.
Procurement
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[ACTION] Missing goods receipts in Coupa
Hello All,
Please remember to confirm the goods receipts in Coupa immediately after receiving the deliveries. Without that, the invoices will not be released and paid. Especially critical here are the paper bags, where we could get a delivery block due to the unpaid invoices.
Here you can find again the introduction to the posting of goods receipts:
ℹ️ You'll find more information about it here.
[1.0 Hubs] Delistings & Shelf Changes
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[ AKTION ] 1.0 Hubs Shelf Changes
+++ Shelf Changes: OLD WORLD / HUB 1.0 +++
WICHTIG: Die Shelf-Changes gelten nur für die Hubs, die sich noch im alten Hub Setup befinden
Ihr findet die Shelf-Changes hier.
Die Changes gehen heute Abend zwischen 01:00 und 07:00 Uhr morgens live. Die Produkte bitte heute Abend / morgen früh umstellen.
Bei Fragen gern melden an @space_planning.
Dankeschön!
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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!
[2.0 Hubs] Delistings & Shelf Changes
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[ AKTION ] 2.0 Hubs Shelf Changes
DE-Version
WICHTIG: Die Shelf-Changes gelten nur für die Hubs, die sich noch im neuen Hub Setup befinden
Da alle neuen Hubs individuelle Shelf-Plätze haben, können wir nicht mehr ein große Liste mit Euch teilen, deshalb schaut bitte in diesem Ordner hier nach Eurem Hub um die Shelf Changes in Eurem Hub zu finden.
Ihr könnt den Ordner hier {LINK} finden.
Einige Hinweise zu den Sheets:
Die Sheets sind, wie oben erwähnt Hub spezifisch. Es zählt also nur das Sheet was mit Eurem Hub Code benannt ist.
"SKU": Wie gewohnt findet ihr unter "SKU" den Artikel der umgestellt werden soll;
"oldShelf" - 4. Spalte: Wenn in dieser Spalte keine Shelf Platz findet, ist der Artikel neu Eurem Hub zugewiesen, ihr könnt ihn also in das korrekte Shelf unter Spalte "newShelf" stellen;
"newShelf" - 5. Spalte: Wenn die Zelle leer ist, könnt ihr den Artikel entsorgen (gleicher Prozess wie bei einer Auslistung);
Wenn die Zellen "oldShelf" und "newShelf" beide eine Shelfnummer haben, kann dieser Artikel ganz normal umgestellt werden.
Die Changes gehen heute Abend zwischen 01:00 und 07:00 Uhr morgens live. Die Produkte bitte heute Abend / morgen früh umstellen.
Bei Fragen wenden Sie sich bitte an @space_planning.
Dankeschön!
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EN-Version
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!
