The close collaboration of Finance and Procurement within the same platform has lead to easier follow up on claims and credits and therefore improved revenue collection. HelloFresh has exercised greater visibility and transparency of costs associated with incidents thanks to a clear and precise tracking with Freshservice. HelloFresh found great value in the ease of exporting this data from Freshservice to drive key decisions. The dashboard view has allowed for easy viewing of all metrics in one place. The quality of data available due to the automated creation of tasks and notifications has enabled process optimisation across the company. HelloFresh made data-backed decisions based on their analysis of products, suppliers and internal performance. HelloFresh identified areas of improvement with Freshservice’s robust reporting and advanced analytics. The intuitive user experience has accelerated this adoption tremendously.”Ĭontinuous improvement of operational processes Christopher Pruess, VP Operations DACH mentions, “The employees have adopted Freshservice effortlessly and enjoy the benefits of interdepartmental collaboration in one single tool. Agents ditched back and forth email communication to collect incidents and resolved queries with full context with custom incident description fields. The collaboration was made with the ability to instantaneously tag a colleague, discuss solutions and gain context. HelloFresh fostered a culture of collaboration amongst its agents with the help of Team Huddle, Freshservice’s chat feature. Setting up automated notifications, escalations and status updates has helped improve processes across the company. HelloFresh effortlessly set up workflows spanning multiple teams to improve process visibility and task allocation. HelloFresh has been able to create a flexible cross-department platform with Freshservice. Increased accountability across departments Additionally, the ability to identify incidents based on the incident ID and attach particular SKUs to it helped identify problematic ingredients. HelloFresh was able to auto-identify and categorise incoming incidents with Freshservice’s intelligent incidents workflows. The quick filtering of incidents has allowed agents to stay on top of high priority incidents. HelloFresh streamlined operations by improving visibility into their ecosystem. The Incident Command System implemented with Freshservice has allowed teams at HelloFresh to improve the tracking and quality of their data and work together to resolve incidents in a timely and sufficient manner. Link incidents to a given HelloFresh ingredient for better reporting.In addition, HelloFresh found great value in Freshservice’s ability to : API integration with HelloFresh existing supply chain toolsįreshservice being out-of-box and easy to deploy was able to meet all of HelloFresh’s requirements.Transparency of all incidents and all related communication. Ensure collection of all relevant information.Automate generation of tasks for all relevant departments.Elimination of redundant data entry and collection.HelloFresh was on the lookout for a service management solution that standardises the approach to incident management and centralizes information flow, leading to a single source of truth for all incident-related data. Lack of clean & accurate data for external and internal reporting Inability to identify and track bottlenecksĭependencies on multiple channels for cross-departmental collaboration Some of the challenges HelloFresh faced included: With evolving needs and growing operations, this was proving to be inadequate. HelloFresh was using forms and spreadsheets to manage and track the incidents of the company on an ad-hoc basis. HelloFresh has offices in New York, Berlin, London, Amsterdam, Zurich, Sydney, Toronto, Auckland, and Copenhagen. HelloFresh was founded in Berlin in November 2011 and went public on the Frankfurt Stock Exchange in November 2017. HelloFresh delivered 67 million meals to 2.4 million active customers worldwide in Q2 2019 (April 1 - June 30, 2019). HelloFresh SE is the leading global meal-kit company and operates in the U.S., the United Kingdom, Germany, the Netherlands, Belgium, Luxembourg, Australia, Austria, Switzerland, Canada, New Zealand, and Sweden.
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