Delivery Hero uses Smartsheet to enhance visibility and organisational efficiency

Founded in 2011, the world's leading local delivery platform, Delivery Hero, is guided by three core values: "we deliver solutions," "we always aim higher," and "we are Heroes because we care." With more than 27,000 employees operating across 40+ markets, Delivery Hero is expanding rapidly and has an exciting future. 

Better visibility, smarter reporting

To keep up with the company’s dynamic growth, teams had adapted multiple project management tools, with Smartsheet being one of the ten solutions sporadically used. Because of that, there was no single view of all projects, and it was hard to consolidate information or create reports, slowing visibility and fragmenting work across teams.

When Senior Program Manager Tomasz Kowalski joined Delivery Hero, he set out to increase the team's efficiency and make their lives easier. "I saw how consolidating project management processes with Smartsheet helped my previous employer increase productivity and scale the business. I wanted to replicate this success at Delivery Hero," shares Kowalski.

The project management team collaborated with Agile Management Experts (AMX), a Smartsheet Platinum Partner based in Europe, to accelerate the adoption of Smartsheet’s Intelligent Work Management Platform. "AMX provided customized training keeping in mind our current use of the platform. They’d also come to our offices to help implement structures to optimize our use of Smartsheet," shares Kowalski.

Consolidating project management processes into a single system of execution eliminated time-consuming tasks, such as replicating information across multiple channels and creating stakeholder reports. "The system we set up with Smartsheet sends out reminders to project managers when status updates are due. Instead of creating slides, employees can tick checkboxes and create semi-automated dashboards that highlight key wins and achievements. These are shared directly with senior management," says Kowalski. As a result, the team has saved an average of four hours a week that they now use to focus on value-adding tasks and scale the business. 

In addition, all parties benefit from a systematic, standardized way to track project deadlines. “Smartsheet requires every project to have an end date—a simple feature with significant benefits. It increases visibility and sets clear expectations, so that project managers and stakeholders ensure that milestones are completed within the set timeframes,” adds Kowalski. 

Inspiring work culture shift across the company

Kowalski's passion for increasing Delivery Hero's operational efficiency has stretched beyond the project management team. He has become the company's Smartsheet champion, hosting both remote and live Smartsheet training globally. With an extensive curriculum covering beginner to advanced users, the courses are designed to onboard colleagues and help everyone optimize platform usage.  

Attending one such training was the company's Office Management team. After learning how to feed multiple layers of data into the new platform and rapidly create complex dashboards, the team shifted numerous administrative tasks to Smartsheet. Process automation now empowers the department to complete the same workload in 25% less time.

After the training, employees are invited to share ideas or engage both Kowalski and AMX to customize Smartsheet to their needs. One such initiative was expressed by the Delivery Hero’s Governance, Risk & Compliance (GRC) department. The department is made of people spread across 77 locations worldwide that help oversee the organizational risk landscape. Each local risk manager used to have their own preferred channel to share data with Babak Mohtachemi, the GRC department’s Global Senior Director. He would then compile everything into spreadsheets and presentations on his own. Now, everyone shares data and progress updates through Smartsheet, which go right into automated dashboards. “I can now create key risk reports in 25% less time just by using Roadmap Plan and C-suite dashboards in Smartsheet. The platform also provides a unified communication channel that helps me collaborate and assign tasks to GRC managers more effectively, saving me 35% time per month on average,” says Mohtachemi.

As a leader of Delivery Hero's LGBTQ+ group, Proud Heroes, Kowalski also created a Smartsheet hub for the community. Members use the platform to plan meetings, track budgets, share information, and connect with other colleagues. Extending his commitment to workplace diversity and inclusion, he also engaged team members when the lockdown restrictions took a toll on in-person interactions. "Pandemic meant that colleagues could no longer meet in the office and socialize. To keep the community spirit alive, we decided to organize online events for our department and hosted a Pop Quiz on Zoom. I used Smartsheet to power the questionnaire, monitor answers and calculate results in real-time" shares Kowalski. "Although it was just a solution to help people socialize during the pandemic, employees thought it was awesome and we plan to deliver similar events to global teams as well.”

Ultimately, Delivery Hero has unified teams, accelerated execution, and powered up visibility across the organization with Smartsheet. As multiple departments across the company reap initial benefits, Kowalski is keen to spread the platform across the business. “I've used multiple tools throughout my career. Smartsheet is the platform with the right mix of capabilities, integrations, and possibilities to change and accelerate both my own work and the success of my team and wider business,” he shares.

Contest-winning template:

Kowalski was awarded as a bonus winner in Smartsheet’s ENGAGE’22 Template Contest, which awards solutions that have empowered the workplace in a simple and effective way. His PopQuiz solution is a team-based trivia game created entirely in Smartsheet. In the age of remote work, this PopQuiz solution helps boost team morale and gamify work. “It was such a success in our department that it has been replicated in others and used to entertain & integrate employees,” Tomasz Kowalski says.  Kowalski converted his PopQuiz solution into a template, now available for users to download in the Smartsheet Template Gallery.

Click here to download Kowalski's template and share it with your team