Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[INFO] Park Delivery 🌳🧺 - Tech Issues are solved - Go Live 31.05
As of now, we are once again delivering to our customers in parks. To make the delivery as fast and smooth as possible for the customer and for Flink employees here is a guideline:
Every Park Delivery order has a green outdoor label.
A Park Delivery is delivered like any other order.
However, 2 exceptional situations may occur:
Situation 1: The customer is not to be found and not reachable.
Situation 2: Delivery location is not deliverable (e.g. lake, forest, highway)
If the delivery location is not deliverable, request a cancellation of the order in the Customer Service Slack channel of your hub.
Attention: This whole process should not take longer than 5 minutes.
[INFO] Coming soon - Declining Compliance Bar - See directly when riders are offline 👀
If the riders are offline due to expired/rejected orders, you will see this in the form of a pink banner in the Hub Dashboard in the future.
Login to the Hub Portal with your personal HM | SL | OpsA+ account -> with a click on "View list" you can see the names of the 'offline riders'.
For privacy reasons the rider names are not visible via the Hub access in the Hub Portal! Only a hint is displayed that riders are offline.
[ACTION] Save the new channel for Tech Hub Service - Live Wednesday, 31.05
Starting from Wednesday, we will report tech issues via a new channel only for DE, so feel free to post in German.
Depending on the request, you might get an automated link to a relevant self-help article on Zendesk so you can try to solve the issue (e.g. for punch online issues).
A live agent will support you if you can't solve it on your own, which will be based on prioritization logic.
🚨 Please save the channel #tech_hub_service-de.🚨
[INFO] Pick-up Screen Redesign - No more forgotten containers! - Go live 31.05 🚀
🏗️ What's new?
By tapping on the container IDs, the rider has to confirm that they have selected the correct container
Only after selecting all required containers, the rider can start with the delivery.
💡Advantage:
More control and overview of the containers of the respective order.
🙋Challenges please via Slack @ #tech_hub_service-de
[ACTION] SSO for Zendesk (Help Center & Hub Wiki) - Live Thursday, 01.06
Since we've launched a separate platform for external applicants, this allowed us to enable single sign on (SSO) in Zendesk for the Help Center and Hub Wiki. That way you can login with the same credentials to the Flink apps and we can share internal information like hub processes in the Help Center too. Contacting Workforce support will be done through the help center after logging in.
What's changed
HubWiki - sign on with the same credentials from Okta
Help Center - sign on with same credentials from Workforce/Quinyx
New external help center platform only for applicants
To-do (from Thursday onwards)
Login to HubWiki with your Okta credentials
Ask riders & ops associates to login with their Workforce/Quinyx app credentials to Help Center
Save the new help center platform for applicants
References
If the staff cannot find their login credentials, you can reset their password
HubPortal → WF → Use Search bar to find employee → Click on employee → Click on Reset password to send via email → Tell the employee to follow instructions in email inbox
Report any other issues to #zendesk_hubwiki_support
Rider Care SSO for Riders/OA:
HubWiki SSO for SL/HM:
Workforce Shared Service Center
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[INFO] SSC - Payroll tickets reduced by 40%
On W21 the support team even with a high number of absences in the team was able to solve 283 payroll tickets which reduced the unsolved ticket by 44%. For W21 we still have 164 open cases that should be solved by the end of the week.
[INFO] Missing accident report active employees
On W21, the services team received 30 missing accident report out of 212 that we have on the list. It was a great start but we still have 182 cases missing.
These reports need to be sent to BGHW as soon as possible to make sure employees will get their payment for the sick leave related to the accident. Here you can find the list.
[INFO] High number of unsolved tickets for applicants (Growth)
On week 21 the support team was operating at half of its capacity due to absences in the team. The 2 agents that were working had to focus on payroll tickets to make sure that they would be processed on time therefore growth tickets were worked with less priority and which lead us to 537 growth tickets unsolved in the queue.
On week 22 with all resources back in the team we will be able to split tasks and reduce this number.
[NFO] Zendesk Numbers
Solved - 2653 (an increase of 15% compared to W20)
Team | Number of Open tickets |
SSC - Operations | 270 |
SSC - Growth | 537 |
SSC - Payroll | 163 |
SSC - PPO | 136 |
SSC - Services | 96 |
[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 12 hours |
SSC - Growth | 3 days and 21 hours |
SSC - Payroll | 7 days and 20 hours |
SSC - PPO | 3 days and 11 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 | 12 hours |
SSC - Growth | 1 day and 10 hours |
SSC - Payroll | 13 hours |
SSC - PPO | 7 hours |
SSC - Visa and Compliance | 17 hours |
Marketing Activities Updates
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[ACTION] Refer a Friend 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_lei_elsb
de_han_zent
de_old_nado
Flyers can be reordered here ✨
[INFO] This week: Park Delivery Feature Launch
We finally will launch Park Delivery in Germany this week and can create a good Use Case for our customers 🚀🚀🚀🚀
This week we start with a small part of communication about the possibility to order in parks, the rest of the communication will start in the next weeks, where we will also need your support. Stay tuned!
Here is some extra info about the feature:
Fleet Updates
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[INFO] Care in handling equipment
Unfortunately, it is observed again and again that the equipment is not handled carefully. As pictured above, this battery was probably forcibly levered out of the bike.
Since such damage is of course due to improper use, it is not covered in the rental / service fee.
Therefore, Flink has to bear the replacement of the battery itself, resulting in costs of over €350 per battery.
The same applies to bicycles, saddlebags and boxes: What goes beyond normal wear and tear, Flink has to pay for itself.
Damage, such as a battery stuck in the bike, can be reported via the Fleet Tool in the Hub Dashboard.
This reported damage will then be repaired promptly by a mechanic. If the damage is not repaired in the long term, please feel free to contact Mathis or your Cluster Lead.
Please, let's work together to reduce additional costs due to improper equipment use by being more careful with equipment.
Procurement
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[INFO] Team structure change
We regret to inform you that some of our colleagues left the Procurement Team and we needed to restructure it a bit. Please see below your current contact persons and the categories they are responsible for:
As always, we will make sure to provide the highest service level for our colleagues in Hub Ops!
[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!
