Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[INFO] Pick-up Screen Redesign - Never again forgotten containers 🚀
🏗️ What's new?
By tapping on the container IDs, the rider must confirm that he has selected the correct container.
Only after selecting all required containers, the rider can start with the delivery.
💡Advantage
More control and overview over the containers of the respective order.
🙋 For issues, please report them via Slack @ #tech_hub_service
Demand Planning / Replenishment
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[INFO] Promotions
Please find the promotion SKUs for wk22 here.
🙋 In case of any questions contact Nathalie Andersson.
Customer Care
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[INFO] Results of incoming contact
I hope you are all doing well and enjoying the warmer weather! 🌞
The following number will showcase the results of the incoming contact between 15.05.-21.05:
💬 Total number of incoming contacts was: 14.303, which was a contact rate of 3.2%- with over 60.111 replies sent out from our team. Last week our CSAT was at a good 86%.
🔍 Last week's highest volume of CR (contact Reason) was once again brought to us by: ‘missing product’, responsible for 13% 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 10% of the incoming contact with a CSAT at, 79%.
🧻 The products reported missing the most was once again : 11018483 - Zewa Ultra Soft Toilet paper which was reported missing 249 times in the last week. The second and third most reported item as missing was also again the Chiquita Bananas.
Shoutout to HUB: DE - Düsseldorf - Oberbilk who in the last week only missed the Zewa toilet paper 5 times! Well done, keep it up! 🚀
Some new interesting numbers to share from last week are the reports from customers on products refunded under Perished light, reminding that perished light means that the cst was not happy with the quality even though it is still within our quality standards.
🍌 - The chiquita banana 5 Stk. (Costa Rica)
🥒 - Bio Gurke 1 Stk. (Spanien)
These products were both refunded under this refund reason from our side 105 times each. This is an interesting number to look at since it tells us about our customers and in what kind of quality they would like to have their fruits and veggies delivered. This could be something useful to bring with you to the fresh checks on these products just to take into consideration when deliberating if ex. a cucumber is still good to keep.
Thank you for reading over today's numbers, I hope it has some interesting insight and that you can bring it with you for the following week now. 🌻
People Ops
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[INFO] Insights on People Ops Tickets
Our People Ops Team was able to further dramatically lower the tickets backlog over the past four weeks:
White Collar Tickets | Blue Collar Tickets |
75 in Backlog on 24.04.2023 🔙 | 618 in Backlog on 24.04.2023 🔙 |
430 Received 📥 | 685 Received 📥 |
460 Solved ✅ | 1.180 Solved ✅ |
35 Not Solved ⛔ | 109 Not solved ⛔ |
2 Pending/Waiting for response ⏸️ | 12 Pending/Waiting for response ⏸️ |
39 in Backlog on 22.05.2023 🔙 | 162 in Backlog on 22.05.2023 🔙 |
Workforce Shared Service Center
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[Info] High number of unsolved Payroll tickets
Unfortunately in W20 due to the public holiday, there were multiple planned absences in the SSC Support Team which lead us to increased response times for SSC Payroll and SSC Growth tickets. We will move resources internally to make sure we bring our service levels higher, and we kindly ask you to remind hub employees not to raise multiple tickets.
[Info] Missing accident report active employees
On W20, the services team shared a list of 212 missing accident reports of active employees. Those 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. Deadline to send the reports to WFS: 25.05.2023.
[Info] Who to contact for Visa topics?
The visa team is still receiving tickets through the people ops' email addresses. These tickets end up in the wrong inbox and are processed later, making it difficult for the team to respond to urgent requests. To contact the Visa team directly, please use the form on the Hub Wiki. Click on the link here and you will be redirected. This will allow your requests to be answered more quickly.
[INFO] Zendesk Numbers
Solved - 2296 (a decrease of 27% compared to W19)
Team | Number of Open tickets |
SSC - Operations | 218 |
SSC - Growth | 397 |
SSC - Payroll | 330 |
SSC - PPO | 238 |
SSC - Services | 93 |
[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 19 hours |
SSC - Growth | 2 days and 10 hours |
SSC - Payroll | 4 days and 18 hours |
SSC - PPO | 2 days and 20 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 5 hours |
SSC - Payroll | 11 hours |
SSC - PPO | 9 hours |
SSC - Visa and Compliance | 13 hours |
Workforce Growth & Engagement
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[INFO] New workflow to give preference to applicants
From now on there is a workflow in the Slack channel #fountain-local-help where you can share your preferred applicants. If there is a Hiring Target for your Hub, these applicants will be prioritized when sending out contracts.
All requests that reach us by Tuesday 13:00 will be considered for that week's Targets.
🙋 If you have any questions, feel free to ask in #fountain-local-help!
Marketing Activities Updates
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[INFO] Park Delivery Launch postponed
Due to a technical problem with iOS the launch had to be postponed for the time being, because we would have potentially lost orders.
[INFO] Pharmacy Delivery CGN_SECH
Starting this week, CGN_SECH will collaborate with Apotheke (Pharmacy) Kürsch and deliver non-prescription pharmacy goods
To inform customers about this new service, the hub will receive flyers by the end of this week to put into every order
[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_aah_burt
de_lei_rosa
de_ber_blis
Special shout-out to DE_LEI_ROSA for making the top three list two weeks in a row 💪
Flyers can be reordered here ✨
[INFO] In App Contest Ben & Jerry's
Start Date: Monday the 29.05
Duration: 2 weeks (week 22 + week 23).
Condition of participation: a customer must add at least 2 Ben&Jerry's items and the free item "Raffle: Magnum" (SKU 105300413) to the shopping cart.
Win: Tickets to the B&J Sundaes In The City Festival.
Shelf number: 099X for all HUBs 1.0 or "X" of the last dry shelf in HUBs 2.0
No Action: The item "Sweepstakes: Ben&Jerry's" is a fictional item that does not physically exist in the Hubs. Therefore, you don't have to pick anything and include it with your order!
Fleet Updates
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[INFO] Maintenance plan for Cycle bicycles
Access permissions to the Cycle maintenance schedule have been updated. There are now all hub and hub manager accounts that have access to the maintenance schedule, which is updated every Friday for the upcoming week. Please report to Mathis if you are still having problems accessing the maintenance plan.
This maintenance schedule is planned by Cycle based on the damage reports / Damage Reports in the Fleet Tool. Therefore it is important that the Fleet Tool is kept up to date - both entering new damage and taking out repaired damage should happen as timely as possible.
The planning of the other bicycle suppliers also works on the basis of the damage reports, but is carried out at shorter notice. Therefore, there is currently no comparable maintenance plan for Enviado, DOCKR, Movelo, Smartvelo and Zoomo.
[INFO] No saddlebags on the front tray
It has been observed several times by Cycle that saddlebags have been attached to the front trays. This damages the hydraulic hoses of the brakes. In the worst case, this can cause the brakes to fail, which can lead to an accident. Furthermore, such damage will cause the bike to fail and result in high repair costs.
For the safety of the riders, we therefore ask you to prevent this type of attachment of saddlebags.
Procurement
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We are pleased to share with you that last week we switched the paper bags ordering process from Roy Schulz to our own Warehouse in Ludwigsfelde. This will allow for shorter delivery times and more flexibility. Please see below an overview of the regions and how the bags are delivered:
Cluster | Region | Supplier | Lead time | MOQ |
Hubs South | BW, BY, RP | Papier Mettler | 7 working days | 4 pallets |
Hubs East, North & West | All other | Own warehouse | 5-7 working days | 2 pallets |
🙋 Please reach out to Karolina Bujak if you have additional questions or issues.
[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!
