deliveroo case study interview

“It’s always harder to change ways of working when that’s the way things have always been done… But I cannot begin to tell you how much easier it is now that we’re used to using Weploy”

Tarrady Prowse

Customer Care Manager

Founded in 2013, Deliveroo is one of the world’s fastest growing online food delivery services. With a mission to transform the way customers eat, Deliveroo today partners with over 14,000 restaurants and 8,000 riders to deliver great food to Australians across 13 cities.

How deliveroo created efficiencies in their on and offshore customer service teams by using weploy....

Reduced 2 hours 20 minutes of rostering time, into 10 minutes per week

Standardised staff quality, every time

Scale up support in minutes for a team of 20 onshore reps

The Challenge...

Hiring quality talent for values fit at Deliveroo involves a comprehensive series of calls and face to face interviews, each carefully designed to uncover those who have the kind of respectful attitude that complement their number one Company Value: “ Customer Obsession ”.

Tarrady Prowse manages Customer Care for the APAC region. Her and her team manage thousands of inbound enquiries coming in around the clock, from an extensive network of riders and restaurants, as well as customers. Each enquiry must be sorted, responded to, and escalated if necessary. Tarrady needs a team of self-starters with excellent verbal and written skills, whom she can rely on to act autonomously with sensitivity and accuracy.

Using a rostering platform to manage the scheduling of 20+ Customer Service team members was a complex game of moving parts. A sizeable percentage of the team being students with shifting class timetables, the rosters required changes week to week, day to day. Tarrady was juggling requests for shift swaps that would come through via text, emails and late night phone calls, spending a minimum of 20 minutes per day on this kind of admin.

The Solution...

“now, i spend max 10 minutes a week scheduling. timesheets are sent to me which i can approve with one click, saving me all those hours reconciling individual shifts with invoices”.

Head of People at Deliveroo Kirsty Seaborne came across Weploy and recommended Tarrady give it a try. She was pleased to find it was easy and intuitive to use without any training or onboarding.

The Benefits...

By putting their trust in Weploy for their short-term hiring needs, Deliveroo is able to put their Customer Centricity into practise. Consistent, quality support means that the Customer Experience is always a positive one. Using the Weploy platform means that admin time spent on scheduling has been slashed and Tarrady can focus on the things she loves most about her job - strategy, training and people management. Given the importance of the right kind of talent internally at Deliveroo, it is comforting to know that hiring managers can review past jobs and choose from Weployees who have previously worked and gone through the required training already. This has meant that up to three different departments are now hiring via Weploy, each hiring manager having their own access to the company dashboard, and feedback from all stakeholders has been positive.