Care - by Customer

Grubhub + Partners
Goals
● Resolution
● Easy
● Speed
● Customized
● AX
● Insight & Feedback
● Cost
Overview
● CCare has represented inbound “live order issues” from
Diners, Drivers and Restaurants

○ Business Complexity = Execution

○ Execution : Accuracy
○ Customer and Agent Effort
Change
● Driver inbound contacts to direct to a Driver Agent Team
(new DCare)
● DCare will encompass all tier support, all channels
● CCare will shift to Diner and Restaurant support
● Overnight (2-7a) will retain all customers
● Jason Weaver as Business Owner of DCare
 CCARE CCARE

DCARE

DET RCARE DCARE DET RCARE

Details
● Start: Aug 31
○ Teleperformance through Q1
○ Expand DCare to other Partners ~ April
● New DCare HOOP - 7-2a (prev 8-12a)
● CCare “Retraining”
● Forecasting & Metric Impacts
● Training guidance CCare/DCare
Questions