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Hub Alert app

The Hub Alert App is a ticket system to report different types of issues.

The application is installed on the Zebra, so the barcodes can be scanned and pictures uploaded directly there. Status updates and responses are done through the AirTable Dashboards and via Slack.

Instructions

How to submit a ticket in Hub Alert

  1. In your Zebra, open the app/form.

  2. Choose "New Ticket" to report one of these categories:

    1. Product Issues
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      1. Missing SKU: If you receive a new product from a delivery or find a product in the backstock which does not have an SKU/is not in the system to inbound, you can report the product via Hub Alert. With the rollout of Inbound Everything - there should be fewer and fewer cases where this happens as anything that is in our database with an EAN should technically be inboundable. We do not rely on hub assignments or if the product is published in Commercetools.

        1. If it is in our system and not inboundable - there is a problem with the EAN and we will treat this tickets as such.

        2. If the product is not in our system and is a result of a wrong delivery - these will be resolved as Rescue Bag.
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      2. Once you submit a missing SKU ticket, if submitted before 16:00, the hub assignment will be made during the day to enable inbounding as soon as possible as long as the product exists in our assortment.

      3. If submitted after 16:00, the ticket will be resolved the following morning.
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    2. Wrong Product Description/Weight: If you get a product that has a wrong description/weight in the system, you can report it here.

      1. Please ensure you submit clear and complete pictures including the product name, barcode, and packaging to allow the ticket processing team to confirm the information.

    3. Bio/Organic label: Choose this category for the following situations:

      1. If the product labelling indicates that the item is BIO but the product picture on the Hub One App shows it to have no BIO label, or if the title does not indicate it.

      2. The organic inspection number is missing or wrong
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    4. EAN Issues: EAN issues are resolved by gathering data directly from the Zebra consoles. As such, it is not necessary to send Hub Alert tickets for missing EANs. Data and ERP have dashboards whereby they track the amount of events where an EAN scan did not result in the expected SKU and compile them into a report for the Master Data Team to correct.
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  1. Delivery Issues

      1. Quality Issues: Report damaged or expired products or temperature issues upon delivery. The categories Expired and Damaged are for Rewe and other suppliers. Temperature issues are for other delivery companies.

      2. Low/ Out-of-Stock: Report products in the hub with low or no stock or products that weren't delivered on their expected delivery day.

      3. Quantity Deviation: Report quantity deviations from the delivery notes from Rewe and other delivery companies.

      4. Rollcontainer / Pallets Issue: For the following situations:

        1. Missing Rewe rolli

        2. Wrong Rewe rolli

        3. Damaged Rewe rolli

        4. Rewe rolli with a temperature deviation

      5. Stop Delivery (too many products in shelf): If you receive excessive amounts of one product, you can flag it here.

      6. Other requests & Delivery feedback: For the following situations:

        1. Delivery problems

        2. Problems with drivers

        3. Serious quality problems (e.g. vermin infestation upon delivery)

    2. Shelf Issues
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      1. Missing Shelf Number: If a product does not have a shelf number in the system, you can report it here.

      2. Shelf Change Request: Suggest a shelf change for a single product or report an overcrowded shelf.

    3. Other Issues
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      1. Leergut Sonderabholung / Special empties pick up: Only for the following empties collection:

        1. Rewe

        2. Harry

        3. Other

      2. Stop ordering [for broken fridge / freezer]: Open a ticket in this category as soon as freezer/refrigerator is out of order and you need to stop products to be ordered for these fridges.

      3. Order again: Open a ticket in this category as soon as an appliance that had been reported as defective (refrigerator/chest) is now ready for use again.

      4. Checks feedback: provide feedback on issues related to BBD's and Fresh checks (whether a product should or shouldn't have one of these checks and other innacuracies).

4. Then, fill in all the necessary information requested of you in the follow-up questions.

    1. If you have to scan the barcode of a product, you can do this directly though the scanning function on the Zebra. No need to type in the code.

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2. Regarding the pictures, you can take and upload pictures directly on the Zebra. Make sure to take clear pictures!

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5. Leave a comment if needed.

6. Once you're done, click "Submit".

If you would like to work on a previous ticket, ask a question or provide feedback:

  1. When you open the app, click on "All other options".

  2. It will take you to one of these respective categories.

Managing Tickets' Statuses on Airtable's Hub Dashboard (Bookmark the link to the dashboards!)

Note:

Only login with the hub airtable account! Do not use the hub manager account for this! If you do not know the Login, ask the hub manager or reset the password via gmail.

In the Hub Dashboard, you can see all your reported tickets and receive updates and action items from the HQ teams.

"Daily tasks" tab

  • This tab only displays 'open' tickets, where you have to complete the tasks, e.g. inbounding the SKU.

  • The dashboard is grouped by action type (e.g. 'inbound before midnight','Sell via TGTG' or 'Action needed - see comment') to give you a better overview.

  • Once you have completed the required action, please click the 'complete task' button. The ticket will then disappear in the 'daily task' dashboard.

Reopening a ticket

If a ticket has not been processed properly and you need to reopen it, you can easily do this in the daily tasks interface in Airtable:

  1. Locate the ticket in the various sections and click the 'Reopen Ticket' button.

  2. The ticket will then be re-submitted to the Hub Alert Team and reviewed shortly.

"All tickets" tab

  • In this tab, you can see all tickets (filter on the top to only see tickets from your hub).

  • Tickets on the left are sorted by review status and issue type.

  • Completed tickets will be visible for 3 days.

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  • Click on one issue to see the details, review status, and action items.

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Communication with HQ via tickets

The communication with HQ takes place via Airtable. For this purpose, you will find a chat with a comment function in every ticket. If the colleagues from HQ have questions, they will write a message to you in the ticket. You will then see the ticket under the action type 'Action needed - see comments' in the "daily tasks" tab.

Reminder via Slack of completed tickets

At the defined times at 10am, 1pm and 4pm, the hub account receives a reminder via Slack bot with the number of completed tickets since the last reminder, an overview of the respective ticket numbers and the links to the dashboards mentioned above.

FAQ

For more information, check the Hub Alert Help Center

Hub Alert Help center

How do I install the App?

  1. Open the Hub App Store on your Zebra.

  2. Search for "DE Hub Alert" in the Hub Store.

  3. Click "open" and open the app.

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  4. Under “All Apps” look for “DE Hub Alert”.

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Why is this tool important?

  • Clear overview and better communication between the Hubs and HQ.

  • For easier and fast reporting of issues in the hubs.

  • To collect all the necessary information and make sure nothing is missed.

  • To give you an opportunity for a fast reply from HQ.

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