Case Study: HelloFresh achieves streamlined supply-chain incident response with Freshservice

HelloFresh streamlines the way they respond to supply chain issues due to improved data availability & internal team collaboration with Freshservice

HelloFresh, a global meal-kit leader operating in multiple countries, faced growing operational pain from managing incidents with forms and spreadsheets. The ad-hoc approach caused manual errors, poor cross-team collaboration, no task traceability, and unreliable data for reporting, so the company sought a service management solution to centralize incident data, automate task creation, integrate with supply chain tools, and improve transparency.

HelloFresh deployed Freshservice’s out-of-the-box Incident Command system with customizable workflows, Team Huddle and advanced analytics, linking incidents to SKUs and automating notifications and escalations. As a result, teams gained faster, more accurate incident tracking, improved cross-department accountability and collaboration, data-driven process improvements and better cost visibility—driving operational efficiency and prompting evaluation of wider international rollout.

HelloFresh

Christopher Pruess

VP Operations DACH