Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!

This week, we have updates on Live Customer Feedback Dashboard, Edume OA Onboarding revamp, Order Can't Be Delivered Flow Reminder Supply chain reminders and updates ... and more!

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We are very excited to bring to you the latest addition to the Hub Portal, the Live Customer Feedback Dashboard! This will allow you to receive live feedback on:

👉 Post-Delivery issues - Wrong, damaged, or missing products.

👉 Cancelled Orders - Being notified of returning orders with products that need to be put back in the inventory.

👉 Rider Feedback - Positive and negative feedback to be addressed.

This live feedback will allow us to tackle issues straight away and take action.

👉 Make sure to keep an eye on the dashboard - at least once per hour.

👉 Take action on the active issues, and mark them as resolved once done.
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🔍 Please check out the detailed presentation: Here

📲 Please take a moment to give any feedback you have on the new dashboard via this form: Here

Another exciting update we have is the brand new OA Edume training Courses ready to roll out!

Goal: OAs should focus fully on picking & restocking during their first shifts to get up to speed. Only afterward they should get trained on the other processes like inventory & inbound.

👉 Please make sure everyone is aware of the new process and make sure to download and print the Onboarding poster: Here

👉 If you are finding you have new staff who can't see the trainings in Edume please use this form to let us know.

🔍 Please check out the detailed presentation for more information: Here

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We are still seeing some Riders & Hubs not following the correct process for when an order can’t be delivered. Please take a moment to re-read these slides and ensure everyone is aware of the correct process.

As the temperatures are starting to rise, the Summer Rider gear bundles are ready to order in the Workforce app starting 16th of April. Please encourage the Riders to place their orders via the Equipment tab in the Workforce app, and use the Hub Portal to process the bundles as instructed.

You:

Riders:

Note: if the gear is not available for the Riders to order, this means they have already requested the gear or have outstanding shifts to complete before receiving it (minimum 3 shifts to be completed).

With the two busy weekends coming up (easter & King's Day) please make sure to triple-check all your vehicles and submiit tickets for all damages that need attention from mechanics.

The latest edition of The Flinker is on its way to hubs! Packed with interviews and interesting facts and a fun competition! If you have any additional or would like to be featured, please reach out to Sophia Noon

We have a quick and easy poster for you to print and hang in your hubs regarding the storage and handling of bananas. You can download the PDF file here

We received hub alert tickets from hubs regarding broken eggs from the supplier. Since we are now using crates for transport, the risk of breakage during transport is lower, but can still happen. Photos showed that it’s often very small holes or cracks, which then become larger and start to leak during transport to the customer.

We have addressed this with the supplier. Could you please check the eggs upon arrival in the coming weeks and outbound any that are broken.

This way, we can make sure the issue is resolved at the supplier’s end so it doesn’t result in a post-order problem.

Some other solutions & suggestions to help keep eggs undamaged:

Please take some time to check all of your bikes back boxes To reduce the number of damaged items during delivery, there are cushions available to place inside the thermoboxes. There are 2 types, so make sure to order the correct ones depending on the container’s size:

When packing orders make sure to remind OAs not to pack the eggs in a way they can be easily damaged, IE nothing heavy on top of them, and to remind riders to not squash the bags when putting them in the bike.

As we often find the packets of blueberries can open in customer orders, let's please take extra care when packing and, if needed, place a small piece of clear tape on the package to avoid these issues.

The changes will go live tonight between 01:00 and 07:00, so please move the products to their new locations tonight after closure/tomorrow morning.

🤓Don’t forget the back stock! When moving products to their new shelf, always remember to check and reposition any backstock on the top shelves as well!

Read more about the different Hub Sizes here!

Why do we do shelf changes?

Shelf changes are primarily made to optimize product placement, such as moving items from an S to an XS shelf. This allows the shelves to be listed in more hubs than they currently are, expanding the assortment’s size across all hubs rather than concentrating it in only the larger L or XL hubs.

For example, by consolidating products on an S shelf, we can free up space on a relatively empty M shelf and streamline product placement from top to bottom.

This process will continue in the near future as we work to broaden our assortment. Expanding our assortment ultimately increases the potential basket size for customers.

If you notice products that don’t fit the shelves when following the facings, flag them via the “Facings feedback” option in Hub Alert.