Fulfilment Process

Fulfilment Process

How do we fill a visit?

Below are the steps of the fulfilment process in order of when we would try them. For more details on how each process is completed, please see the Fulfilment Actions article.


Automated emails – scheduled for 10am ever Tuesday and Friday. All unallocated visits are listed in order of most urgent, with points and fees advertised.
Cancellation emails – sent out automatically when a visit is cancelled with less than 7 days until the end of the period.
News feed posts (NF) - we can add posts to the diner newsfeed for clients with large amounts of unallocated dines or hard to shift visits. The posts are attention grabbing and short but clear with all the information.
Social media posts – advertising the visits on Facebook/Instagram. Requests to be made to visitfulfilment@hgem.com with marketing@hgem.com copied in for any social media posts.
Open to all diners/days – if a visit is only open to certain statuses, we will open this up to other statues. If possible, we will also open the visit to other days where these are restricted.
Add incentives - this will be either points and/or fees depending on how long we have left to fill the visit and the priority.
System emails (SE) - as the name would suggest these are emails sent directly from the system. This is our most commonly used fulfilment action and targets one specific visit. When a diner receives these emails, they see all visit information and a link to book.
Fancy emails (FE) - these emails are sent from the Visit Fulfilment inbox. They are branded to the client of the visit that needs to be filled. Due to GDPR the method is reserved for international and airport dines, but can also be used on an individual basis if the visit is becoming hard to fill.
Previous/Future diners contacted (PDE/C) – we email diners that have completed the visit before that may not be able to see this as they are still within the NRR or, have the visit booked in the near future.
Flights list diners contacted (TDE/C) – for airport visits, we check the flights page to see if any diners have notified us they are travelling through the airport. If someone is travelling through, they are contacted and asked if they can complete the visit.
Airport workers contacted (AWE/C) – for airport visits, particularly airside branches, we have a list of diners that work in airports. However, more often than not they are unable to complete the visit due to access restrictions.
Calling (C) – we get in contact with diners that are eligible for the visit and live in a 5-10 mile radius of the branch. Calling for visits is usually used as a last resort, as it is time consuming and not often fruitful.

How do we determine which visits need attention?

Daily check of the Booking Dines page to see which visits are unallocated.

Weekly priorities list – some clients are always a priority*, but other priorities are via request. Any requests for visits to be looked at are to be sent to visitfulfilment@hgem.com.
*Priority clients are highlighted by CSMs on the VS.
 

How do we track fulfilment month on month?

(To be reviewed at current monthly Recruitment/Fulfilment meeting.)

  1.  Track number of unfilled visits per month.
    1.  Has this gone up or down from previous month?
  2. Track clients with unfilled visits.
    1.  Highlighting priority clients.
    2.  Action plans to be created for repeat unfulfilled visits.
  3. Fulfilment % rate (% of number of visits vs those filled).
  4. Track number of requests.
    1. How many requests each month from CSMs for which Clients and category?

Fulfilment week

Below is a typical week of fulfilment and some key actions to be aware of:

Monday – completed in AM.

  1. Check visits from the weekend – update/extend etc. CSM responsibility.
  2. Extending Pret and updating criteria.
  3. Confirming priorities for the week.

Tuesday – 10am email. ½ day on fulfilment.

  1. Check and update visits ahead of the 10am email. CSM responsibility.
  2. Following 10am email, send emails for all remaining visits that are within the next week.
  3. Contact any flight list diners for unallocated airports. Search via airport tag.

 

  1. Extend and update criteria for Pret continuously throughout the day.
  2. Update and monitor cancelled Prets that would not have received 10am email.
  3. Tues AM – send 12pm Pret warnings - contact the diners that have visits due in at 12pm saying that if it isn’t submitted on time, we will have to cancel the visit to get it booked by another diner, but if they are having any delays or issues to please let us know and we can arrange an extension.
  4. 12pm call round (for Pret visits).
  5. 3pm Pret warning - Email diners that have booked the visits last minute on the Tuesday and ask them when they will be able to submit the report, as there is an earlier deadline.

Wednesday – ½ day on fulfilment.

  1. Chase any outstanding Pret reports before 10am.
  2. Start to work through priority list by sending system emails/mass location emails etc.

Thursday - ½ day on fulfilment.

  1. Update points/fees for Pret before weekend.
  2. System email for all unallocated Pret visits.
  3. Work through final priorities that have a weekly period e.g itsu, Byron etc.

Friday – 10am email. AM initially, unless end of month.

  1. Update points/fees on all visits before the 10am email. CSM responsibility.
  2.  If at end of the month, email all international visits/airport visits for the following period.
  3. Last minute fulfilment emails.

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