Every Tuesday afternoon the newsletter is published here with the latest info for all hubs!
Work Safety & Food Control
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[ACTION] Connect the Mobeye routers
Remember to do the physical connection of the mobeye routers right away
If there are any questions, raise a ticket to work safety
ℹ️ More information about it here.
Commercial / Assortment / Projects
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[INFO] New brand tests
Yoko Sushi
Test in 3 hubs in Berlin
If successful, test throughout Berlin
Dunkin
From week 14 test in all of Berlin
If successful, expansion to DUS, CGN, HAM, FRA, LE
Customer Care
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[INFO] Recap of last week's stats
We thought it would be interesting to show a recap of how last week was for the German Customer Care team. Below you will find some interesting statistics and numbers of last week's customer interaction results.
These numbers reflect activity from 13.03-19.03 - a normal week with no extreme peaks or unexpected behaviors:
Total incoming number of contacts : 5770 with over 28.800 replies sent out from our team. Last week we had an outstanding CSAT (customer satisfaction rating) rating of 89%.
Last week's highest volume of CR (contact Reason) was brought to us by: ‘missing product’, with over 12% of all incoming contacts being registered under this CR.
The products reported missing the most was: 11018350 - Chiquita Bananen 5 Stk. (Costa Rica) which was reported missing 341 times in 6 days (last week) which was more than 3 times more than the second listed product reported missing.
The following two products refunded under missing the most last week were toilet paper from Zewa and Ja!.
11016552 - Blutorangen 1,5 kg (Italien) were reported to have been been delivered as ‘wrong’ 152 times last week.
I hope this little recap of Customer Cares last week was interesting for you to look over!
🙋 Any questions or suggestions on what you would like to see in the report next week then please contact Xenja Jonsson on slack as mentioned in last week's newsletter.
Legal & Public Affairs
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[INFO] Sunday opening Darmstadt
Sunday opening in Darmstadt live since 12.03.2023
Ensure that Sunday opening continues to be tolerated by the city
🙋 Questions to: Julian Meine
[INFO] Complaints from neighbors and landlords
Evaluate Neighbor and Landlord Complaints after integration of Notion to Zendesk.
In the hubs, ensure that all complaints made are entered in the ticket (Neighbour and Landlord Complaints) at all times
ℹ️ More information about neighbor complaints here.
🙋 Questions to: Julian Meine & [email protected]
Workforce Ops
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[ACTION] Vacation Push Easter Days
Based on last year's order decline around Easter, we again expect lower volumes in the week of Good Friday and Easter Monday. In order to be able to plan our capacities as efficiently as possible, we will send HQ-side, on Wednesday 22.03, CRM messages to our riders with the request to take their vacation days around the Easter holidays. Please talk again with your Workforce to solidify this message.
Operations
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[INFO] Kickoff for a new way of communicating - less Slack more Zendesk
Publication: Every Tuesday, approx. 5:30 p.m.
Content: info & updates from the various Flink departments.
Goal: Update you on everything new from the Flink world!
Please share the newsletter with your Hub Managers colleagues, Shift Leads and Ops Associates+.
⚠️ Don't have access to the newsletter or don't receive the newsletter? #zendesk_hubwiki_support
Marketing Activities Updates
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[INFO] W 12: Theme promotion
This week's theme is "Beginning of Spring". With suitable products we will promote this theme via newsletter, push messages and performance marketing.
On Tuesday, 3/21, we will promote Yoko Sushi via push messages for the hubs BER_ALEX, BER_MIT2, BER_FRAN at around 11am.
[ACTION] RAF flyers to be put in all orders
Please continue to diligently put RAF flyers in all orders. They are a very good and important way for us to generate new customers. Please also check on the validity of the flyers. Thank you for your efforts and support!
Fleet updates
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[INFO] Reporting damage to bicycles
Today, we will look into damage reporting and why this is important.
We want your hub to have a working bike fleet, so that the riders can deliver all orders safely and with a fully functional bike. But we are only able to help and support you if we know exactly what the state of your fleet is. This includes primarily the amount of bikes, batteries and chargers in your hub, but also the condition of these things. The Fleet Management Tool or Fleet Tool provides an overview of the condition of your fleet for you and for us. It helps us to react before there is a bike shortage.
The mechanics from our service partners prioritize their visits according to the damage reports and the status of the bikes (Operational / Maintenance Required). Only if the Fleet Tool reflects the real situation in the hub, the mechanics can correctly prioritize their visits.
The mechanics will be able to fix your fleet a lot faster if they know what exactly the problems are. They use the damage report to bring the right spare parts: The more they know in advance the better they can plan their visit.
Reporting damages as soon as they occur is not only important for the scheduling of maintenance visits, but also, because we’re using this data to compare the performance of different bike suppliers. If we don’t have this information, we will not be able to enforce agreements regarding the availability of the bikes. These negotiations are only possible if the data is accurate, which means the damage reports need to be set to “fixed”, as soon as the mechanic has fixed the bike.
In the upcoming newsletter, we will introduce you to some updates in the Fleet Tool. They are already live, so if you want to see and try them, you can simply log out and back into the Hub Portal.
🙋 For any questions or topics you'd like to see covered, reach out to Mathis on Slack
Supply Chain Updates
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[INFO] Hub Alert
As you have probably noticed, we're already claiming missing and damaged goods.
Please make sure that you fill out the Hub Alert tickets completely and correctly so that we can smoothly claim the goods from our suppliers (such as pictures, quantities and delivery note numbers).
Please remember also to check your Hub Alert tickets regularly to see if there are any queries. This way we can ensure timely processing.
ℹ️ More information about the Hub Alert here
🙋 For any questions or comments, please don't hesitate to contact us on Slack in the #ask-about-hub-alert channel.
Demand Planning / Replenishment
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[INFO] Hub Alert
Following the Supply Chain update regarding Hub Alert we read them on a daily basis and take any necessary action to ease your workload.
In case of OOS we increase the forecast and in case of high stock we make sure to lower the upcoming deliveries. We really value all the information/reports coming from these tickets. It is important learnings for our forecastings but also to proactively ease your workload.
We used to receive many Hub Alerts regarding high deliveries on Promotion SKUs. As a response to this, we have started sending out the SKUs and Product names that will be on discount the upcoming week in @de_ops_.
ℹ️ More information about the Hub Alert here
🙋 Contact Nathalie Andersson for any questions regarding Promotions
⚠️ Please report all issues in Hub Alert. We read them and take action as soon as we can 🙂