Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[INFO] Rider Equipment Deposit - Well equipped on the road š²
With the start of the delivery of our newly designed professional "Summer Rider Equipment Bundle", we have introduced a one-time deposit of 50ā¬ on the jackets in the set.š§„
Why?
To improve handling of our high quality rider equipment.
To overview which rider has already received a jacket.
The one-time deposit will be charged only for the jackets. Scarf, gloves and t-shirt can be kept as a souvenir of their time at Flink.
If a rider leaves Flink and returns the jackets, the deposit will be returned to them.
When the gear arrives at your hub, we request you to follow this procedure:
Receive the package and store it in a designated location in the Hub.
Mark the package as "delivered" in the hub portal.
Hand over the equipment to the rider.
If the rider is satisfied with the equipment, advise them to "claim" the jacket in the Workforce app.
If the equipment does not fit (e.g. the jacket is too small), then click on "rejected".
If the rider returns the jacket, mark the jacket as "returned" so the rider gets their deposit back quickly.
āTraining Materials:
Supply Chain Updates
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[INFO] Hub-Alert
Thank you all for the great effort! With your help, we have claimed more than 1000 products in over 250 Hub Alert- tickets since March.
The most reported tickets are quantity deviations (~90%) and quality issues (~ 7%).
What happens after you submit the tickets?
We claim the missing or damaged goods at our suppliers and request credit.
Hence, the tickets are a great help on our road towards profitability! Keep up the good work!
Demand Planning / Replenishment
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[INFO] Latest feedback
Hi Everyone, thank you for giving us important feedback and helping us grow together and solving the issues hand in hand.
The issues from last week regarding huge numbers of potatoes, ginger and meat, is resolved now. We are working on areas where we see these issues. Your patience and effort are always appreciated.
We have promotions on frozen products this week and the upcoming week, for which an alert was provided by our colleague. Whenever you feel it is necessary, you can raise a ticket on Hub Alert.
You can always write to us on slack and let us keep going the way we have done so far.
Payroll
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[INFO] Tax Certificates 2022
After dealing with some issues with the Tax Certificate 2022, we had to take them offline. We took the last 4-5 weeks to figure and solve the issues. We now can announce that the Tax Certificates 2022 are finally online again in the SAP Profiles.
The Payroll Team is now in charge of answering all open requests on that topic.
Work Safety & Food Control + Architecture & Hub Layouts
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[ACTION] Security Cabinets
Please do not plug out the Cabinets overnight, always leave them connected to the power! š„
Customer Care
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[INFO] Address Changes
Hey everyone! š
In today's exit we want to share a bit more about our process on āaddress changeā and some background as to why it is set up like this. We hope you find the following information helpful.
FLINK stands for simplicity, amongst other things, and making customer's life easier, even when that means being more flexible on our end to accommodate special requests from customers, such as address changes. š
Why should we change addresses and not simply cancel orders?
We want to avoid cancellations.
āOf course, we could simply cancel the order (after checking with the hubs) but since our goal is profitability, we naturally want to go as far as possible to satisfy our customers and avoid cancellations.
āLetās not risk losing a customer.
āCustomers might be disappointed that we can't fulfill their request for a change of address, and decide not to order to the correct address with Flink.
āCustomers have to wait for the refund.
āSometimes it is annoying for customers to have to cancel an order they have already paid for, because they then have to wait several days to get the money back.
What should be considered when changing a delivery address?
We will make the address change for the first time as a goodwill gesture, even if the new delivery address would incur higher fees.
However, the customer will be warned by CC and a note will be left in the chat.
If this happens again, CC agents will ask hubs for a cancellation directly and the customer will have to order again with the correct address.
We do our best to check addresses, but the hubs currently have better visibility into shipping addresses and different turfs, so we rely on your feedback when asking for address changes. We always do our best to update our processes to better support you in the future.
We continue to thank you for your good cooperation. šāØ
Legal & Public Affairs
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[INFO] Sunday opening in Darmstadt, Kassel, Wiesbaden & Offenbach
After the Sunday-launch in Darmstadt on 12 March and expansion to Kassel and Wiesbaden, we were also open on Sunday in Offenbach for the first time on 16 April.
Team Public Affairs has informed the city leaders (mayors and responsible departments) before the Sunday openings started to make sure that our approach is tolerated.
š Questions to: Julian Meine
Workforce Shared Service Center
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[INFO] Solved tickets
We were able to reduce the number of unsolved tickets by 12% last week compared to week 13 (1339 compared to 1527) and we also solved 4% more tickets (2518 compared to 2416). We would have liked to do more but there were a number of unplanned absences in the team.
We hope to have those agents back this week and will work hard to continue to reduce the number of unsolved tickets and reduce our response times.
[INFO] Zendesk Numbers
Solved - 2518 (an increase of 4.2% compared to W13)
Total Open:
SSC - Operations - 389
SSC - Growth - 172
SSC - Payroll - 413
SSC - PPO - 168
SSC - Insufficient shifts - 15
SSC - Services - 108
[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 | 2 days |
SSC - Growth | 3 days |
SSC - Payroll | 4 days |
SSC - PPO | 4 days |
SSC - Insufficient shifts | 2 days |
[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 |
SSC - Payroll | 8 hours |
SSC - PPO | 7 hours |
SSC - Insufficient shifts | 9 hours |
SSC - Visa and Compliance | 8 hours |
Marketing Activities Updates
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[INFO] Weekly View
Communication in W15
Miles & More Partnerschaft - āPay with your Miles & More Credit Card and get up to 30% on your orderāā Costs covered by M&M
[Action] RAF-Flyers
Our top-performing flyers are back for Q2!
This time weāre having two versions, one of which is less costly in production, so weāre carrying out some testing this quarter. You should have received both versions by now.
Please make sure to add one of the flyers to every order.
If you run out, you can order them here.
š If you have any questions or problems, please feel free to contact Kinga Gostomczyk.
Procurement
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In the last two weeks, the Procurement team had conversations with all German cleaning suppliers in order to improve the quality of cleaning services. The basis of these conversations was the survey that was carried out in March. We received feedback from 84 hubs on the cleaning performance. The survey showed substantial issues, especially on the cleaning frequency. The discussions with the supplier focused on:
Cleaning Frequency: All suppliers promised to control the attendance of their staff. The supplier DKS will launch a new app in may to ensure the negotiated cleaning frequency.
Cleaning Performance: It was discussed that the cleaning suppliers should clean according to the service agreement (including the space under the shelves).
Communication: All suppliers will receive an updated contact list.
Please always provide feedback when cleaning was not done according to our service agreement. In the future, we will conduct regular service reviews in order to give regular feedback to our suppliers.
The feedback is crucial for us to review the service specifications as well as to negotiate future contracts. We will monitor hub cleaning service in the upcoming months to ensure a satisfactory service level for all Flinkers!
š If you have any questions or remarks, feel free to reach out to [email protected]