How Flink moved from data overload to strategic action

Flink is a German-based online grocery delivery service dedicated to delivering orders in minutes at supermarket prices. They achieve this rapid service through the seamless cooperation of various applications and a fleet of dedicated bicycle riders.
‍

In the last few years, Flink has expanded quickly, now serving up to 10 million customers across over 60 cities in four countries.

Before Zefi, Flink's rapid growth meant they were overwhelmed with a high volume of customer feedback scattered across various platforms.

‍

Their teams lacked a centralized system, making it difficult and time-consuming to get a clear, unified view of what customers were saying.

‍

Manual analysis was simply not scalable, creating a bottleneck that prevented them from quickly understanding key issues and prioritizing product improvements.

Flink partnered with Zefi to transform their approach to customer feedback. Zefi enabled them to centralize and analyze huge amounts of data points, including over 1 million Intercom tickets and thousands of survey responses from platforms like Typeform.

‍

Zefi's powerful analysis helped Flink turn this unstructured data into a single source of truth, making sense of a previously unmanageable volume of information.

‍

Zefi also provided weekly messages about churn and competitor analysis, giving Flink continuous, real-time insights to stay ahead.

Zefi’s platform provided Flink with essential tools to maintain their competitive edge and customer focus:

• Competitor analysis:

Zefi delivered actionable insights into market trends and competitor strategies, allowing Flink to understand their position and identify new opportunities for growth.

• Weekly messages about churn:

Flink received proactive, automated alerts detailing potential customer churn risks, enabling their teams to intervene swiftly and retain valuable customers.

• Automatic analysis of big amounts of data:

Zefi's advanced AI analyzed a massive volume of customer support tickets, far more than what was manually possible, surfacing critical pain points and trends that had stayed hidden before.

• Customized surveys:

By analyzing specific feedback gathered through surveys from their rider fleet, Flink could optimize delivery operations and enhance the rider experience.

‍

Partnering with Zefi gave the Flink team a clear competitive advantage by providing the actionable insights they needed to move with speed and confidence.

• Clarity in decision-making:

By quickly analysing over a million data points, Zefi helped the team confidently identify and prioritize the most important issues and opportunities based on data, not guesswork.

• Stakeholder alignment:

By providing a single source of truth, Zefi helped align Product, Marketing, and Operations teams around a shared, customer-centric vision.

• Improved efficiency:

Flink can now analyze a much larger volume of tickets than was ever possible manually, saving countless hours and allowing them to focus on high-impact strategic work. Zefi's insights enabled Flink to go beyond just fixing problems and start proactively building a playbook for churn prevention and growth.