Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Operations
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[INFO] Flink Distribution Center (DC) 🚛
Flink's distribution center is located in Ludwigsfelde on more than 6000 square meters and prepares goods for shipment to Flink Hubs all over Germany.
Flink's DC Duties
Processing and packing rider equipment orders, coupa orders and paper bags.
Storage and logistics of Flink inventory, such as furniture for hubs, refrigerators, bike and hub equipment, and more.
Interface between hub and shipping service provider for undelivered packages
Flink’s DC Team - ‘Close to the Hubs’
The team in Flink's DC is 'close to the hubs' and is your direct contact for questions and challenges on the above topics.
From left to right: Bhaumik Bhavsar, Samer Al Dolemy, Tobias Kunze
Tobias Kunze (Warehouse Manager): Tobias has moved to Flink's DC after almost 2 years as Hub Manager and is now responsible for managing the distribution center.
You can reach Tobias via Slack or email ([email protected])
Samer Al Dolemy (Warehouse Shift Lead): Samer is a Shift Lead at Flink and contact person if Tobias is ever unavailable.
You can reach Samer via Slack or email ([email protected]).
Bhaumik Bhavsar (Warehouse Associate): Bhaumik is Warehouse Associate. Thanks to his work, all goods arrive to you well packed and on time.
Information from DC: Due to the upcoming hub conversions to the 3.0 concept, no floor stickers will be sent to the hubs at the moment.
[ACTION] Notices from Customer Care ☎️
🔙 Refund of ordered products
Customer Care is receiving more Hub requests regarding refunds of products.
If a product is unavailable when picked, the refund should be made directly through the HubOne app.
Adhere to the following process when doing so:
🗣️ Ask a colleague for help and inform them about the missing product in the shelf and ask to search the backstock/ surrounding shelf.
👆Tap on 'Skip Item' and continue the picking process
🤓Skipped items will be displayed again at the end of the picking process
🥳When the Ops Associate has found the product, scan it, put it in the bag and finish the order.
👆If you didn't find the product, next to the 'Barcode problem' button, you can click on 'Item not found'. This will automatically refund the customer for the missing product.
🏡🚲 Subsequent delivery of products
From a number of 5 products, a subsequent delivery of the missing products can be arranged in consultation with Customer Care.
[ACTION] New Hub Activities Feature in HubOne - live Wednesday Jul 19
In the HubOne app, more tasks are available in the Activity tab. Log in to a new activity before your new Hub task.
This will help us organize all the activities at the Hub, to create better staffing forecasts.
Example
🤓Please inform staff in your shift - share this Video
⚠️Please report any issues to #tech_hub_service-de
🗨️Please share any feedback here
ℹ️ For more information see HubWiki here
[GO LIVE] Automatic punch out for riders - 19 July
In the future, if riders do not exercise a task after the end of their shift in Quinyx, they will be automatically punched out no later than 5 minutes after the end of the regular Quinyx shift or after the last task.
The workflow
5 minutes before Quinyx shift end
Riders receive a notice in the Workforce App that their shift is about to end.
In the last task
IMPORTANT: The Rider will not be punched out during a task!
Rider delivers after Quinyx shift end
Rider remains punched in and overtime is paid in full.
Rider supports in the hub after Quinyx shift end
Rider remains punched in and the overtime is paid in full.
When supporting riders in the Hub, please always make sure that riders in the Hub Portal are assigned to a Hub Task.
5 minutes AFTER the Quinyx shift or 5 minutes AFTER the last task
The Quinyx shift is over, Rider does not take any further delivery or task
Rider punches out normally
NEW - Rider has forgotten to punch itself out
Rider will be punched out automatically 5 minutes after Quinyx shift end.
Note
Rider has finished another task which lasted longer than the Quinyx shift
Rider will punch itself out normally
NEW - Rider will be punched out at the latest 5 minutes after the end of the task.
[ACTION] Too Good To Go (TGTG)
New Bread Boxes 🍞 and New Minimum of Daily Bags - Live Wed 19 Jul
Starting from Wednesday 19th, hubs will have the option to offer a “Bread Box” in addition to their normal Magic Box. Also active hubs will need to prepare a minimum of 5 daily bags.
Preparing Bags Guidelines
The goods should still be edible the next morning.
Visual defects are no reason for exclusion.
The value of the Bread Box is the same as the Magic Box, 15 euros. It is important that both boxes are never above 20 euros.
Handover Steps
Ask customer if they come for a bread or magic box.
Ask customer to click on verify.
Hand over bag.
References
ℹ️ One pager Eng
ℹ️ More information in HubWiki here
🙋 For Questions, call the partner hotline: 030 588 495 30 (Mo - Fri 9am to 5pm) or contact TGTG via help center in MyStore
🗣️ If customers have a concern, please refer them TGTG via the app or the contact form on the website www.toogoodtogo.de
[INFO] Bundles - a good deal! 🤝
Starting today, customers have the opportunity to order 5 selected products as bundles via the Flink app.
The following products will be available in 'Bundles':
Important 🤓
Bundles have no influence on picking, as they are displayed as individual products.
Example: 1x bundle Coca Cola 0,33l = 6x Coca Cola Zero 0,33l
ℹ️ A FLINK test has shown that bundles motivate customers to buy more from Flink, so more and more bundles will be available in the future.
[INFO] Improved HubWiki Layout
Our new and improved Hub Wiki front page is finally here!
You now have all categories easily accessible with little to no scrolling needed: from the newsletter to forms and hub processes, everything is at the reach of a click. Don’t forget to check out this week’s newsletter under the new category, “Newsletter”.
Demand Planning / Replenishment
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[INFO] Promotion SKUs
Hi everyone,
Please see the Promotion SKUs for next week here. For any questions regarding promotions please contact Siddhant Gaidhani.
For hubs getting Zeit für Brot deliveries, we have increased the deliveries starting from last Thursday, 13th of July. Please do not reject these higher deliveries.
Workforce Shared Service Center
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[INFO] A high number of unsolved tickets in both teams
Due to absences in both teams (Workforce Support and People Services), we have a high number of unsolved tickets in both queues. We have 438 open cases for Workforce support and 312 cases for People Services.
We expect to be able to solve multiple cases during the week and reduce this number.
We kindly ask you to remind the employees to not open multiple tickets so that their issues can be solved more quickly.
[INFO] Reminder - Vacation request on behalf of employees
We would like to reinforce that if you request vacation on behalf of the employee (through the escalation channel) this does not mean that the request will be approved;
The Workforce team will check the Hub capacity and can challenge you before taking action. The team can deny vacation requests that will cross the hub capacity to not cause operational issues.
We kindly ask you to be mindful of your requests and only escalate if the vacations are really important.
[INFO] Zendesk Numbers
Solved - 2998 (an increase of 20% compared to W27)
Team | Number of Open tickets |
SSC - Workforce Support | 438 |
SSC - People Services | 312 |
[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 - Workforce Support | 24 hours |
SSC - People Services | 10 days and 7 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 - Workforce Support | 9h |
SSC - People Services | 7h |
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 🚀
Our top three performer (hubs with the most RAF-redemptions) from last week are:
1. de_drs_prag
2. de_man_qu18
3. de_zpm_zent
Please make sure that you have removed all old flyers (valid until 15.07.23)
NEW FLYERS: 15€ on 30€, Valid until: 14.10.23
Fleet Updates
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[ACTION] Bikes must be locked
Please make sure that the riders lock the bikes. All bikes were originally shipped including lock (integrated or separate). It is important that bikes are locked because this is the most effective way to prevent bikes from being stolen.
Cycle RadRunner
Were delivered with separate chain lock
Chain locks often lie unused in bread boxes in the hub
To do: find the locks and keys and equip the RadRunners with these locks
Suggestion: attach locks to RadRunner with cable ties:
Cycle Henry I
Bikes are equipped with Smartlock / Bluetooth lock
Riders can use the lock by selecting the bike in the Rider app.
Bikes are not visible if the status is "Maintenance Required" or the bike is occupied by another Rider
Bikes can be manually unassigned via the Unassign Wizard in the Fleet Tool (see screenshot) if a rider forgot to unassign the bike after his shift
Tip: Unassign / release all bikes at the beginning or end of the shift so that they are visible again for the riders in the app.
Smartvelo
Are provided with frame lock
Spare keys are provided by the mechanics
Please report loss / defect of keys in Fleet Tool
[1.0 Hubs] Delistings & Shelf Changes
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[INFO] No Shelf Changes for 1.0. hubs this week
[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!
