- Cybersecurity & Privacy - Identity & Authentication Management
- Platform as a Service (PaaS) - Application Development Platforms
- Equipment & Machinery
- Procurement
- Quality Assurance
- Supply Chain Visibility
- Track & Trace of Assets
- System Integration
- Testing & Certification
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.
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.