Case Study: Freshly improves customer response KPIs and employee engagement with Cooleaf

Freshly - Customer Case Study

Freshly, a rapidly growing food tech startup and meal delivery service, sought to improve its inefficient, manual employee recognition program to better motivate its global customer experience team and improve critical performance metrics. They partnered with Cooleaf to modernize this process and tie recognition more directly to key business results.

Cooleaf implemented a solution that integrated with Zendesk to provide automated, points-based rewards for hitting KPIs like response times. The platform also enabled real-time peer and manager recognition and virtual team challenges. Using Cooleaf, Freshly saw a more engaged team and achieved significant business results, including 15-30% improvements in customer response KPIs and employee attrition rates within just 90 days.

Freshly

Colin Crowley

VP of Customer Experience