Grubhub and Zendesk: Built-in Resilience Results in More Opportunity
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- Zendesk
- Compass
- Compass East
Tech Stack
- Zendesk
- Salesforce
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Food & Beverage
- Software
Applicable Functions
- Business Operation
- Logistics & Transportation
Use Cases
- Remote Asset Management
- Predictive Maintenance
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Grubhub is a leading food-delivery service founded in 2004 and headquartered in Chicago. It operates in more than 4,000 cities across the United States, serving a vast network of 300,000 restaurants and 30 million diners. Grubhub has established itself as a key player in the food delivery industry, providing a platform for restaurants to reach customers and for diners to enjoy meals from their favorite eateries. The company has built a reputation for reliability and customer satisfaction, leveraging technology to enhance its operations and support its partners. Grubhub's commitment to innovation and customer care has made it a trusted choice for food delivery, especially during challenging times like the COVID-19 pandemic.
The Challenge
When the COVID-19 pandemic hit, Grubhub faced a significant challenge as the demand for food delivery services surged. The company needed to support its vast network of 300,000 restaurants and 30 million diners while transitioning its corporate operations team and BPO partners to a remote work model. The pandemic caused restaurants to change menus and hours without notice, leading to a massive increase in delivery orders. Grubhub had to quickly onboard new agents to handle the surge in ticket volume, which grew by over 100%. Additionally, the number of contacts per order rose as customers reached out with safety concerns. Grubhub needed to adapt to these challenges by implementing contact-free delivery and ensuring the safety of both drivers and diners.
The Solution
Grubhub leveraged its partnership with Zendesk to enhance its support operations during the pandemic. Having implemented Zendesk in 2015, Grubhub had been expanding its use by adding new teams, automating workflows, and building self-service capabilities. This expansion allowed Grubhub to adapt quickly to the changing landscape. The company automated workflows to handle mass cancellations and refunds, and proactively created tickets for agents to intervene on behalf of diners. Zendesk's scalability and flexibility were crucial in managing the surge in ticket volume and ensuring efficient support for restaurants, diners, and drivers. Grubhub also implemented contactless delivery, using Zendesk to validate and track these deliveries. The integration of Zendesk with Grubhub's internal systems, such as Compass and Compass East, provided agents with real-time data and empowered them to take actions on orders, improving customer satisfaction and reducing handle times.
Operational Impact
Quantitative Benefit
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