Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
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Operations
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[INFO] Interesting to know 🤓
Toilet paper is the most forgotten customer product when picking.
Let's work together to forget less toilet paper when picking and reduce 'Customer Issues'.
Please make sure that the 'picked' toilet paper is always in close proximity with the other containers (of the customer order) in the handovershelf.
Put the toilet paper in a L - Container/ Backbag.
Continue to make sure that the toilet paper on the shelf is replenished regularly as well.
[INFO] NEW Delivery Check
Starting Wednesday, three new checks will be available in Flowtify for the Flowtify Delivery Check.
Below is the most important information about the Flowtify Delivery Check:
[INFO] Shelf Changes CW 27 📋
ℹ️ A short additional info about the shelf changes this week.
There will be shelf changes in the frozen food section with the aim to position 'organic frozen products' together in the freezer.
Please have a look in the newsletter section for your hub.
[INFO] Proper closing of the handover container 🔒
Please make sure that the container with the customer's order is closed properly by rolling up the flap, so that the chilled and frozen products can keep their temperature as long as possible.
[INFO] Locking the bike boxes and saddle bags 🔒
Please close the boxes and saddle bags on the bikes before, during and between rides. It not only improves the appearance of FLINK, but also prevents theft and wet containers in the rain.
[ACTION] Fleet Management Check
To be done Monday, Wednesday and Friday until 9 am in the Flowtify App.
Please read the questions carefully and answer exactly to the number of defective bikes and not mounted sidebags.
| If you don't have a thermometer in your hub, hub managers can order the following thermometer recommendation through Coupa. |
Type of check | DE Delivery Check - Local Bakery | DE REWE Delivery Check | DE Delivery Check other deliveries |
Frequency | daily | on REWE delivery days | on delivery days |
Usage | Checking the delivery for organic products | Checking the delivery for organic products | Checking the delivery for organic products |
Usage | Checking the delivery for organic products | Checking the temperature of REWE deliveries | Checking the temperature of deliveries from other suppliers |
Trainingsvideo |
[ACTION] Hub Package Receival - packages from the Flink Distribution Center (DC)📦
For receiving packages from our Berlin 'DC/ Warehouse', we have developed a digital receiving process to better track delivered packages in the hubs.
Watch the Trainingsvideo - please use the workflow from now on.an
if the Hub Package Receival process is not performed, the Hub and Hub Manager will receive a notification from the Slackbot within 8h at the latest 🤖 (depending on the information transmission from DHL)
after 24 hours another Slackbot notice follows
❗IMPORTANT: The 'Package Receival Process' is intended exclusively for packages from the Berlin Distribution Center (DC).
For packages with sales products, such as from the company 'Röststätte', the process does not need to be applied.
If you have any questions or challenges feel free to email [email protected]
[INFO] Meet the Tech Hub Service team
Introducing our TechOps team
We are a team of dedicated tech support professionals who work tirelessly behind the scenes to support our hubs.
As TechOps specialists, our main goal is to ensure that our technology operates smoothly and securely. We are here to help you work seamlessly by setting up efficient workflows and promptly resolving any technical issues that may arise. Think of us as your go-to experts, consider us as your trusted support when it comes to a wide range of technological matters. We're always ready to save the day!
☝️NOTE: We don’t handle hardware or non-Flink software.Go to IT Support here, for issues with PC / Internet / WiFi / goflink email account / Okta account.
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Meet ‘Nestoras’
💬“Greetings! I’m a passionate TechOps specialist on a mission to bridge the gap between machines and human beings. Always ready to hear your technical problems and assist you in finding solutions 🙂”
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Meet ‘Rama’
💬”Hi there! I'm a TechOps specialist 💻, here to ensure smooth operations and keep things running seamlessly behind the scenes.”
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Meet ‘Tatyana’
💬”Hi everyone! I began my journey at Flink as Ops Associate in the Hubs of Almere and Lelystad and recently transitioned to the role of Tech Ops specialist. With this experience I understand the busy life in the Hubs and the impact of any issues you encounter and I'm committed to providing prompt assistance.”
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Meet ‘Gaston’
💬”Previously a Shiftlead in both DE and NL, I've probably already made your same requests!”
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What Tech Hub Service does
We're here to assist you seven days a week, starting from 7:30 am until 10 pm. You can expect a response from us within 30 minutes, at the latest. Our main objective is to handle all your requests as quickly as possible. Even for the more complex ones, we aim to resolve them within two hours, ensuring your satisfaction.
☝️NOTE: We cannot guarantee a fixed 2-hour resolving time. The development team handles challenging requests. The team needs time to identify the root cause and then work diligently to address it, which may result in variations in the actual resolution time for certain cases.
How to help us help you
Please report issues immediately via #tech_hub_service-de
Write a short description of your issue, and you will receive a prompt from our Assist app with the “Raise request” button. That’s where you can explain the full details and create a ticket for us. Feel free to add in your own language!
ℹ️Instructions can be always found in the description of our Slack channel or in the Hub Wiki here
Thank you for taking the time to create tickets. Tickets are super helpful for us to track issues and their frequency!
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Supply Chain Updates
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[INFO] Claiming Hub-Alert Tickets
Thanks again for your assistance in claiming goods via Hub-Alert. Your support and cooperation have made the process incredibly smooth and hassle-free.
Since April you have raised over 650 tickets and with your help we were able to claim over 4000 articles.
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Demand Planning / Replenishment
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[INFO ] Promotion SKUs CW28
Pls see promotion SKUs for CW28 here.
In case of any questions please reach out to Nathalie Andersson.
Broken freezers: when a freezer has been repaired please raise a second ticket in Hub Alert so we can reorder the products again.
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Customer Care
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Hi there! We're kicking off July with exciting updates! 🚀✨
Summertime equals ice cream treat time☀️🤝🍦
In the past two years, we have observed precisely this phenomenon.
In this context, there was also an increase in customer contacts complaining about melted ice.
Until June of this year, we reported such incidents under "Perished". This also means that a direct error rate was assigned to the hubs, even though the warm ride may be the problem.
For this reason, we have introduced a new 'Reimbursement Reason': Defrosted
It applies to all frozen goods that are given to the customer in a defrosted state. Also, the additional excuse is minimized to a FD coupon. So far, customers gratefully accept the lower value.
Defrosted is not credited to hubs as a source of error.
🎉🎉New faces in customer service🎉🎉
We have initiated a new collaboration with a BPO partner called Webhelp, headquartered in Cairo, Egypt. We are very happy to have them with us to support our internal team and our customers.
The first group has been successfully trained, they are already fully engaged in the chats, as well as in Slack.
The new colleagues, currently 8 in number, speak Arabic as well as English. For communication with customers they use a suitable translation tool. Internal inquiries are in English, so please respond that way as well.
Unfortunately, there will be some miscommunication in the Slack channel during this phase. Please have understanding for this. 🙏
We hope you are as excited as we are about these two new messages!
Thank you so much! 💖
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Marketing Activities Updates
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[INFO] 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_ham_otte
2) de_kar_zent
3) de_lei_rosa
For Q2, we have no more flyers on stock
New ones will be send out end of this week, so expect them to arrive next week 🚀
Feel free to dispose of any old flyers once you receive the new batch
NEW FLYERS: 15€ on 30€, Valid until: 14.10.23
[ACTION] Park Delivery Sticker
As you all should know we have started our Park Delivery feature a few weeks ago
We have started communications online as well
We have produced stickers to inform customers to take their trash with them
You should all have them in your hubs by now
The stickers will need to be put on every park delivery order
Image shows how park delivery orders will be displayed in the picker app
The tool will be implemented NEXT WEEK, more information in the next newsletter
Please reach out to Kinga Gostomczyk if you haven’t received a batch
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Fleet Updates
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[INFO] Create sufficient space for repair work in the hub🧑🔧
Flink is contractually obligated to give the mechanics enough space to repair the bikes. This is especially necessary in the colder seasons and in bad weather, when the mechanics prefer to work in the hub.
It is also in Flink's interest that the bikes can be repaired in a pleasant environment for the mechanic. Not only because this increases the quality of the repair, but also because we want to guarantee a good working environment for our business partners.
Therefore, please make sure that there is enough space in your hub to repair the bikes when a mechanic is visiting. It is the Hub's responsibility to provide this space.
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[1.0 Hubs] Delistings & Shelf Changes
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[ ACTION ] 1.0 Hubs Shelf Changes
+++ Shelf Changes: OLD WORLD / HUB 1.0 +++
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!
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[2.0 Hubs] Delistings & Shelf Changes
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[ ACTION ] 2.0 Hubs Shelf Changes
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!
