HelloFresh streamlines response to supply chain issues with Freshservice

The company

HelloFresh SE is the leading global meal-kit company and operates in the United States, the United Kingdom, Germany, the Netherlands, Belgium, Luxembourg, Australia, Austria, Switzerland, Canada, New Zealand, and Sweden. HelloFresh delivered 67 million meals to 2.4 million active customers worldwide in Q2 2019 (April 1 to June 30, 2019). HelloFresh, founded in Berlin in November 2011, went public on the Frankfurt Stock Exchange in November 2017. HelloFresh has offices in New York, Berlin, London, Amsterdam, Zurich, Sydney, Toronto, Auckland, and Copenhagen.

The challenge

HelloFresh was using forms and spreadsheets to manage and track the incidents of the company on an ad-hoc basis. This proved challenging with the company's evolving needs and growing operations. Some of the challenges HelloFresh faced included: 

•  Error-prone and manual work 

•  Inability to identify and track bottlenecks 

•  Dependencies on multiple channels for cross-departmental collaboration 

•  No traceability in task management

•  Lack of clean and accurate data for external and internal reporting 

The solution

HelloFresh needed a service management solution to standardize its approach to incident management and centralize information flows, leading to a single source of truth for all incident-related data. 

The primary requirements included: 

• Elimination of redundant data entry and collection

• Automated task generation for all relevant departments

• Collection of all relevant information

• Transparency of all incidents and all related communication

• API integration with HelloFresh's existing supply chain tools 

• Ease of use across teams 

Deciding on Freshservice 

Freshservice met all of HelloFresh’s requirements and provided additional value by allowing HelloFresh teams to:

• Link incidents to a given HelloFresh ingredient for better reporting

• Customize workflows

• Schedule custom reports 

Impact

The Incident Command System, implemented with Freshservice, has allowed HelloFresh teams to improve the tracking and quality of their data and work together to resolve incidents in a timely and sufficient manner. 

Improved operational efficiency 

HelloFresh streamlined operations by improving visibility into their ecosystem. The quick filtering of incidents has allowed agents to stay on top of high-priority incidents. HelloFresh was able to auto-identify and categorize incoming incidents with Freshservice’s intelligent incidents workflows. Additionally, agents' ability to identify incidents based on the incident ID and attach particular SKUs to that ID has helped to identify problematic ingredients. 

Increased accountability across departments 

HelloFresh has created a flexible cross-department platform with Freshservice. HelloFresh effortlessly sets up workflows spanning multiple teams to improve process visibility and task allocation. Setting up automated notifications, escalations, and status updates has helped improve processes across the company. 

Improved collaboration with context 

HelloFresh fostered a culture of collaboration amongst its agents with the help of Team Huddle, Freshservice’s chat feature. The collaboration was made possible by the ability to instantaneously tag a colleague, discuss solutions, and gain context. Agents ditched back-and-forth email communication to collect incidents and resolve queries with full context and custom incident description fields.

"The employees have adopted Freshservice effortlessly and enjoy the benefits of interdepartmental collaboration in one single tool. The intuitive user experience has accelerated this adoption tremendously," said Christopher Pruess, VP of operations DACH at HelloFresh.

Continuous improvement of operational processes 

HelloFresh identified areas of improvement with Freshservice’s robust reporting and advanced analytics. HelloFresh made data-backed decisions based on their analysis of products, suppliers, and internal performance. The quality of data available due to the automated creation of tasks and notifications has enabled process optimization across the company. The dashboard view has allowed for easy viewing of all metrics in one place. HelloFresh found great value in the ease of exporting this data from Freshservice to drive key decisions. 

Increased compliance 

With Freshservice, HelloFresh has exercised greater visibility and transparency of costs associated with incidents thanks to clear and precise tracking. The close collaboration of Finance and Procurement within the same platform has led to easier follow-up on claims and credits and, therefore, improved revenue collection. 

Future with Freshservice 

On seeing success with Freshservice in Germany, HelloFresh is currently analyzing potential international expansion in other markets.