HelloFresh Creates its Own Recipe for ECCCSAs Success

Published 26/11/25 under:

Overseen by a central group function in Germany, HelloFresh contact centres in Manila and Palawan support multiple brands – HelloFresh, GreenChef, Factor, Good Chop, YouFoodz, The Pets Table and Chefs Plate – by providing highly personalised service tailored for customers across 14 European countries.  

This centralised care model underlines the company’s growing reputation for customer-centricity, operational efficiency and innovation – as shown by measurable improvements in average handle time, customer satisfaction, first contact resolution and after-call work across various channels. 

These achievements have been validated with the Bronze award for Best Retail Customer Service into Europe at this year’s European Contact Centre and Customer Service Awards.  

The award serves as a reminder that hard work truly makes a difference, along with amazing people and an IT team determined to unlock more value from their Genesys technology. 

Delivered by Kerv as a contact centre as a service (CCaaS) solution, a Genesys Cloud experience orchestration platform has helped HelloFresh sharpen competitive advantage through AI-driven intent recognition, voice verification, survey automation and language translation.  

Additionally, by optimising agent workflows and providing better tools, HelloFresh has created a more productive and supportive work environment. Other benefits include improvements in team decision-making and the quality of customer feedback. 

Congratulations to HelloFresh on their incredible work and this well-deserved recognition. It’s been a pleasure to support their journey towards innovation and success.

Julian Barrow, MD at Kerv

To learn more about the transformation please get in touch.