Streamlining Supply Chain Management: A Case Study on HelloFresh and Freshservice

HelloFresh SE is the leading global meal-kit company with operations in the U.S., the United Kingdom, Germany, the Netherlands, Belgium, Luxembourg, Australia, Austria, Switzerland, Canada, New Zealand, and Sweden. The company delivered 67 million meals to 2.4 million active customers worldwide in Q2 2019. Founded in Berlin in November 2011, HelloFresh went public on the Frankfurt Stock Exchange in November 2017. The company has offices in New York, Berlin, London, Amsterdam, Zurich, Sydney, Toronto, Auckland, and Copenhagen.

HelloFresh, a leading global meal-kit company, was facing significant challenges in managing and tracking incidents within the company. The company was using forms and spreadsheets on an ad-hoc basis, which proved to be inadequate with the growing operations and evolving needs. The challenges included error-prone and manual work, inability to identify and track bottlenecks, dependencies on multiple channels for cross-departmental collaboration, lack of traceability in task management, and lack of clean & accurate data for external and internal reporting. The company was in need of a service management solution that could standardize the approach to incident management and centralize information flow, leading to a single source of truth for all incident-related data.

HelloFresh decided on Freshservice as their service management solution due to its out-of-box and easy-to-deploy nature. Freshservice met all of HelloFresh’s requirements, including elimination of redundant data entry and collection, automation of task generation for all relevant departments, ensuring collection of all relevant information, transparency of all incidents and all related communication, API integration with existing supply chain tools, and ease of use across teams. Freshservice also offered additional benefits such as linking incidents to a given HelloFresh ingredient for better reporting, completely customizable workflows, and scheduling custom reports. The Incident Command System implemented with Freshservice improved the tracking and quality of data and facilitated team collaboration to resolve incidents in a timely and sufficient manner.

• The implementation of Freshservice has brought about significant operational improvements for HelloFresh. The company has streamlined operations by improving visibility into their ecosystem, enabling quick filtering of incidents, and auto-identifying and categorizing incoming incidents. The cross-department platform has increased accountability across departments, and the chat feature has improved collaboration among agents. The robust reporting and advanced analytics have enabled HelloFresh to identify areas of improvement and make data-backed decisions. 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, and the ease of exporting this data from Freshservice has been valuable in driving key decisions. The company has also achieved increased compliance with greater visibility and transparency of costs associated with incidents.

• Improved operational efficiency with quick filtering of incidents

• Increased accountability across departments with a flexible cross-department platform

• Improved collaboration with context using Freshservice’s chat feature