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Just before Christmas, I had a rather interesting request come through from the Call Centre. One of our customers, Olivia, wanted to know if we could help deliver an extra special Christmas present for her partner, David.

Olivia explained that David is passionate about customer experience, and will pore over YouTube videos to find out more about our operation, then quiz our drivers when the shopping arrives.

She wanted to give him the chance to spend a day in the life of an Ocado driver, and wondered if we could help make this idea a reality. In return, she offered to make a donation to our Charity of the Year, Macmillan Cancer Support.

Well, it’s not something we’ve done before, but I got chatting to a few people in our Service Delivery team and at the Hatfield Customer Fulfillment Centre (aka ‘CFC1’ – our first warehouse), and on Monday, we made it happen…

We provided David with an Ocado uniform and, in the morning, gave him a tour of the CFC, explaining how it all works and how customer experience is at the heart of everything we do. After lunch David went out in the Lemon van with Stephen, one of our experienced trainers, and helped deliver shopping to five customers.

Here’s a snippet of what he had to say afterwards:

I’ll be thinking of everyone each time I answer the door to a CSTM – and you’ll be pleased to know I won’t keep them at the doorstep with any more technical questions or requests for frozen tote temperatures!

A huge thank you to Stephen. He has a great sense that good training and attention to detail will benefit not only himself but also his team, as the CSTMs are the ambassadors
for the company.

I also really appreciated how friendly everyone was: Chris at the depot and all the other managers.

Two nice touches stand out:

  • The uniform and finding it at the hotel on Sunday evening – great idea!
  • And getting a lift home in an Ocado van – another big thank you to Steve.

Image of Naomi and David

Pleased to be of service!

Naomi, PR and Social Media Executive

Ocado Fun Day 2011

110729_blogJuly 2011

Last Sunday we opened up our warehouse (aka CFC or Customer Fulfilment Centre) to Ocado employees and their families for our annual Fun Day.

Each year we park up the vans, cut off the traffic and clear the space outside to set up a fair. It’s an event that’s looked forward to throughout the company, with coachloads of staff from spokes all over the country coming to join in. There’s always so much going on, I’ll just try to give you a flavour of what we did this year.

Naturally for us food and drink is a big deal, so from a crêpe stall to a hog roast we went all out on the catering. Hand on heart I think the queue for the barbie was half a mile long!

The tombola was packed with goodies donated by the Beers, Wines and Spirits team, and we had a stall dedicated to sampling the Ocado range, with a quiz to win £50 of treats. Entertainment came in the form of, among other things, the band Lives Wires; stilt walkers, trampolines and a bouncy castle; plus Wii gaming and Scalextric for kids of all ages.

All this (and an awful lot more) took a lot of hard work to organise, so I’d like to particularly thank Sue Sealy and the Events team. Their dedication and effort is much appreciated, and it’s down to them – with a little bit of help from the sunshine – that the day was such a success.

Thanks also to Kerry Briars and Graham Craker from Macmillan Cancer Support (our Charity of the Year) for coming down to support, take donations and be on hand with information. I’m proud to say we raised over £5,000 towards the charity’s work.

Last but not least, thanks to the suppliers that supported us. These are: Pulp Fruits, Britvic, Coca-Cola, R&R Ice Cream, Unilever and Fredericks Dairies.

You can flick through photos of the day over on our Facebook page.

Sam Vince
Ocado Own Brand Product Manager