Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[INFO] Dropping List Validation Flow - Go Live 10. Mai 2023 đ
Dropping List Verification Flow
If your "Dropping List" contains a Single Unit with the number = 1 or > 50, you will get a notice from May 10, 2023 and have the possibility to check the number, adjust it if necessary and confirm it.
Wrong Handling Unit Size Flow
If the number of Total Units is changed, a message appears that a Hub Alert ticket should be created if the number of Single Units in a Handling Unit is incorrect.
[INFO] Hub Alert Adjustment at 'Other Issues' đš
Click 'Stop ordering (for broken fridge/ freezer)'
To report an order freeze for Fresh/ TK products, because a fridge/ freezer is defective.
Close to the shelf number, an extra note is integrated saying that the ticket refers to the shelf products - the broken fridge/ freezer has to be reported via Seco.
âClick 'Order again (repaired fridge/freezer)'
To indicate that the products for a repaired fridge/ freezer shelf should be ordered again.
[INFO] Flow Management - Activity Tab in Hub Portal - Go Live 10. Mai 2023 đ
Get a quick overview in the Activity Tab about
Hub One App Checks
Ops Associate current activities
Status of all riders
Order Flow
References
âčïž Training materials: DE HubWiki
âčïž Video: here
â ïž Report issues via @Slack #tech_hub_service
Supply Chain Updates
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[ACTION] Bakery empties
âPlease provide the empties and boxes for our bakery products before the next delivery so that a quick and smooth handover of the goods and the empties can be guaranteed.
[ACTION] Claiming with Hub Alert
If you want to claim an item, please do so only on the basis of the delivery note. Therefore, please add a photo of the respective delivery note to the ticket (not of the inbound checker).
If the delivery note is missing, please also report this to us via a "Other requests & delivery feedback" ticket.
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[ACTION] Check if all products are delivered
Rewe Delivery: When receiving a delivery, check if all rolling containers and cigarette & tobacco parcels are delivered. If a rolling container or tobacco parcel/s are missing, please document it on the âTRT Scheinâ and let the driver sign it.
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This can then be communicated to us via the Hub Alert: Delivery issues > Rollcontainer/Pallet issues > Missing rollcontainer
More information can be found on the receiving process Zendesk page.
Demand Planning / Replenishment
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[INFO] Reduction of Safety Stocks
In order to reduce capital commitment and simplify hub operations with less inventory, safety stock levels will be reduced beginning of May 15, 2023.
[INFO] Change Demand Planning Tickets (Hub Alert 3.0)
The tickets with "Stop delivery" and "Low- / Out of Stock" are now only used for pattern detection to identify HUBs with wrong forecasts or items with incorrect settings.
Customer Care
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[INFO] Contact results
Hello everyone,
We at Customer Care hope you all had a great start into May! đ
The following number will showcase the results of the incoming contact between 01.05.-07.05.
Total number of incoming contacts was: 15336, which was a contact rate of 3.6%- with over 62.631 replies sent out from our team.
Last week, our CSAT was at 85%!
Last week's highest volume of CR (contact Reason) was once again brought to us by: âmissing productâ, responsible for 13% of all incoming contacts.
The producs reported missing the most was: 11018483 - Zewa Ultra Soft Toilet paper. which was reported missing 135 times in the last week! We are very happy to see the numbers reducing a bit for this week!!
The second most reported item as missing was Volvic Natural Water.
[INFO] Insights on Refund Abuse - Fraud process
Additionally today we wanted to share some insights into parts of our Refund Abuse - Fraud process and what is important to consider before processing a refund to a customer.
âïž First off!
All refund requests should be handled carefully. Our team needs to scan through the customer's previous enquiries and orders to get an image of the client's previous behavior and possible intentions before just refunding for any incoming complaint.
When to be alarmed?
If you see notes on the intercom about suspicious customer behavior left by other CC specialists or the fraud team.
We work closely together with the fraud team and they are very attentive to suspicious customers and alerting trend behaviors. They will always leave comments on a user that has been detected to have abused our systems. Confirmed fraudsters from the CC fraud team will immediately be declined refunds from our CC agents.
If you recognize (repetitive) suspicious customer behavior when checking previous conversations or orders.
If we notice too many similar cases of a customer where the numbers don't seem to add up is also something to highlight and take into account before refunding.
Ex. It should be rare that a customer has missing items in every order they have placed in the past week.
First orders to be reported as missing are always suspicious and should be reported.
This should also stand out to us in CC, in such cases the customer will get their refund but the case will be reported and tracked closely with the next coming orders.
Always the most expensive items are being reported as missing.
Another big one to look out for, especially when it is a more costly item like champagne, etc. The chances are not big that a customer would be so lucky/unlucky to always have their most expensive item missing from the orders everytime, this will be reported and often lead to refusals after checking with the fraud team.
The customer is complaining about a missing delivery several days later.
We allow customer to get away with this one, one time. Then we make sure to inform them about our 24h rule and that the report must come within that time spam, the sooner the better! Our CC agents will also be leaving a note on the customer account to mark that they have been informed about the 24h rule and that the following cases should be refused if tried to get a refund again.
We hope that this little insight into what we take into consideration when handling refund abuse cases and fraud was interesting for you and gives some more context.
Workforce Shared Service Center
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[INFO] Payroll - Payments made for employees end of last week
At the end of W18 employees received their salaries and therefore we have 422 payroll-related tickets in our group. We have a payroll task force of agents that are working on the requests. We kindly ask your support to encourage employees to not open multiple requests so the team can get the number down soon.
[INFO] WFS not adjusting schedules for employees
To improve the scheduling experience for employees and Hub Manager, starting on W18 the Workforce Support team is not processing any shifts-related tickets (assigning or adjusting schedules) those requests are being processed by the Workforce planning team. The reason for the change is that this team is fully focused on scheduling activities and has all the knowledge on it, since they are closer to the hubs and this will make the process faster and more efficient.
To streamline requests, we removed from the Hub Wiki the option to escalate issues about shift planning. We kindly ask you to contact the ROMs (Franco, Jonas, Jibi, and Oskar) for your hub to check employees' schedules and get a faster answer.
[INFO] Zendesk Numbers
Solved - 2612 (an increase of 4% compared to W17)
Team | Number of Open tickets |
SSC - Operations | 391 |
SSC - Growth | 107 |
SSC - Payroll | 422 |
SSC - PPO | 153 |
SSC - Services | 77 |
[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 13 hours |
SSC - Growth | 2 days |
SSC - Payroll | 6 days |
SSC - PPO | 3 days and 9 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 | 20 hours |
SSC - Payroll | 8 hours |
SSC - PPO | 8 hours |
SSC - Visa and Compliance | 12 hours |
Workforce Growth & Engagement
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[NFO] Onboarding Survey
From now on all new joiners will receive a survey one day after their onboarding shift.
In it we ask about their general impression, onboarding of HM/SL and suggestions for improvement.
It also asks for knowledge of Quinyx, Workforce App & Helpcenter.
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We will continuously evaluate the results and contact you if necessary.
đ If you have any questions please contact Jennifer GĂŒleryĂŒz
Workforce Scheduling
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[INFO] New requirement for the publication of shift plans
From now on shift schedules have to be rolled out always on Wednesday until the end of the day (96h rule). Thereby it is also okay if hours remain open.
Monday, Friday and Saturday must be prioritized
Full time employees should also be prioritized
Friday evening at the latest, all shifts should be assigned for the following week
Schedules are always made available on Wednesdays no later than 1 p.m.
[INFO] Availability Blocking
As of week 20, it is no longer possible for employees to store availabilities for the following week after 6 p.m. on Tuesday.
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 đ
Our top three performer (hubs with the most RAF-redemptions) from last week are:
DE_AAH_BURT
DE_CGN_EHRE
DE_HAN_ZENT
Thanks to the hubs and continue the great work đȘ
Flyers can be reordered here âš
[INFO] OOH Campaign go live this week in 11 cities
Our 2nd OOH campaign this year will go live with a new concept đ đ đ
The following cities will go live from the 9th onwards:
Berlin
Bonn
Dortmund
DĂŒsseldorf
Hamburg
Köln
Leipzig
Mannheim
NĂŒrnberg
Stuttgart
Wuppertal
Dresden, Wiesbaden & Essen will start in week 22
The campaign is scheduled to hang until 06.07. (with minor breaks)
Fleet Updates
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[INFO] Holiday replacement for Fleet topics
Mathis, who is the contact person for you in many questions around the topic Fleet, is on vacation until May 17th.
If there are issues that cannot wait until his return (e.g. urgent orders for keys and chargers), you can contact your Cluster Leads during the next two weeks. The North Region can also engage Leon as usual.
The same is true if you need urgent service for the bikes. If you are not already in direct contact with Cycle, Smartvelo or Movelo, then the Cluster Leads can help you.
Reminder: Here you can find the maintenance schedule for Cycle (updated every Friday). Smartvelo schedules the visits very much in the evening before or in the morning, so no dates can be announced in advance.
[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 fĂŒr 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 frĂŒh 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 fĂŒr die Hubs, die sich noch im neuen Hub Setup befinden
Da alle neuen Hubs individuelle Shelf-PlĂ€tze haben, können wir nicht mehr ein groĂe 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 erwÀhnt Hub spezifisch. Es zÀhlt 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 frĂŒh 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!
