Bike Owners interact with different departments at Donkey Republic concerning different themes. These are Operations, Marketing, Business Development, and Support.
Led by Rune, operations team is responsible for ensuring bike owners have fleet management under control, are aligned with bike delivery times, ensure bikes are placed on the streets and that they are relocated according to the business and operational leads. Operations team ensures that bike fleet is managed well with 90% or more of the bikes are rentable at any given time, bike score from customers are satisfactory and bike placement is optimal for covering the city. Find @rune or @vaiva on Slack, or use firstname.lastname@example.org
Led by Ben, marketing team is responsible for aligning pricing in the city, including memberships and flex-pricing, marketing spends on direct marketing costs where costs are directly mapped to sales of rentals or memberships such as Google Ads. You can also reach out to them concerning:
- Coordination on marketing campaigns - Adwords, social media, blogposts etc.
- Product features like Memberships aimed at reaching new riders.
- PR - contact with media.
- Design of marketing materials - flyers etc.
- All content communications - website, apps, ads.
Find @ben on Slack, or use email@example.com
C. Business Development
Led by Alexander, business development team is responsible for growth of the bike fleet, developing local partnerships with local businesses for both visitor and local user segments, and development of projects with cities. Business Development team has documents and contract templates to help you land deals with local stakeholders, for purposes of more traffic onto the bikes as well as acquiring private parkings for being able to deploy more bikes. Importantly, Business Development team is also the go-to address for city regulations and relationships. Find @alex on Slack, or firstname.lastname@example.org
Led by Carmen, Support team handles your issues with the system. F.x. if you have issues accessing your App or Web accounts, or have issues concerning features, usability, bugs, errors, etc, please contact our Support team. If there are specific rental instances, where you are not clear about what happened and need clarification, relocation / missing bike cases, please get in touch with our support team. To help to ease the distribution of support tasks, please email us at email@example.com
If there are cases on failed to lock a bike, the Support team will contact the BO via the respective BO Slack channel (if applicable) or via SMS. This helps both sides to communicate quickly and accurately about a potential threat on a bike.
If you are not sure whom you need to approach, contact Operations team, you can send your request to firstname.lastname@example.org
E. Channels: Slack it!
Best channel to reach Donkey team is via Slack. If you are not invited to Slack yet, reach out to operations team at email@example.com in order to set up your Slack channel. We use Slack in order to communicate all aspects of the business on a daily business. Emails are also fine as a secondary method if needed.