Marley Spoon and Sonder - A recipe for success

Overview

Providing round-the-clock wellbeing support for the Marley Spoon team

Marley Spoon is a global direct-to-consumer brand solving everyday recurring problems in delightful and sustainable ways. Their vision is to ‘build a better everyday, just for you, just right’, which is not only applied to their customers but to their team too, where the business places great importance on building a unique environment where every team member can thrive.

of support cases occur at night

would not have sought help if Sonder was not available

1200 safety alerts have been shared

About Marley Spoon

Marley Spoon delivers fresh ingredients and 6 step, easy-to-follow recipe cards to your door. Simply click and cook with 50+ recipes to choose from every week. Marley Spoon was founded in 2014 by Fabian Seigel and has achieved a 24% year-over-year growth (full year 2022). A global direct-to-consumer brand solving everyday recurring problems in delightful and sustainable ways. Their vision is to ‘build a better everyday, just for you, just right’ which is not only applied to their customers but their team too, where the business places great importance on building a unique environment where every team member can thrive.

The challenge

Marley Spoon, one of Australia’s biggest meal-kit brands, faced the challenge of providing the right employment support solutions to their rapidly growing team. With a diverse workforce, consisting of office and production staff members, and evolving work environment due to COVID-19, they needed a comprehensive solution to address the health and wellbeing needs of their staff. Furthermore, Marley Spoon required a solution that could require multilingual, round-the-clock support for both employees and their families.

The solution

To meet these needs, Marley Spoon launched Sonder in 2021 and saw strong results from the start, with significant staff engagement and use of the service. Here are some leading factors of the partnership’s success:

Real-time support

Sonder’s in-app chat function allows direct connection to experts, providing fast and convenient support with a 24/7 team. It has become the main channel for Marley Spoon employees, fostering trust and removing barriers to access for those seeking assistance.

Language accessibility

Marley Spoon’s diverse and multicultural workforce, including many non-native English speakers, benefits from Sonder’s support in their preferred languages. All members are now able to communicate their needs to an expert team of support professionals for guidance and support in the language they feel most comfortable with.

Care beyond the workplace

Marley Spoon extends support beyond the workplace by offering Sonder’s 24/7 services to employees and their families. This comprehensive approach promotes the wellbeing of both team members and their loved ones.

"Sonder fundamentally enhances accessibility to care for Marley Spoon's staff by leveraging technology, 24/7 support, and timely data insights which drive meaningful business decisions."

The results

Together, Marley Spoon and Sonder are the perfect pair. Since joining forces, employee feedback on the service has been very well received – further strengthening the team’s wellbeing. Marley Spoon employees have received 24/7 support over the phone, over chat, and proactively through its extensive hub of articles and resources. In-person Sonder Responders have also been on hand to be by a member’s side through domestic situations, all the way through to road traffic accidents and breakdowns.

The leaders at Marley Spoon have received guidance during critical incidents, enabling them to effectively handle workplace injuries, serious illnesses, and accidents while supporting their colleagues. This insights-led employee wellbeing solution gives Marley Spoon’s leadership team confidence in understanding their team’s wellbeing, reducing concerns, and fostering an ongoing thriving business culture.

"Health and wellbeing is a key priority for us as a global business. We want our employees to feel safe and supported both professionally and personally. Thanks to our partnership with Sonder, we're confident our team have the 'round-the-clock' support they need."

Member story one

Having 24/7 access to expert medical advice is crucial for Marley Spoon’s team members.

Late one night, a Marley Spoon team member who had been experiencing ongoing vision problems contacted Sonder via chat. A Sonder nurse triaged the situation and determined that the member was in urgent need of hospital care to save their sight. Taken aback by the recommendation and worried about the cost of medical treatment, the member was very reluctant to go to the hospital.

Understanding their hesitation, the nurse calmly discussed the member’s concerns at length and encouraged them to discuss billing options with the hospital while persuading them to visit the emergency department to avoid further complications.

The member went to the hospital later that morning and was booked for a specialist surgery that same day. To the member’s relief, the hospital confirmed that their insurance provider would cover the full costs associated with their surgery.

Due to the timely nature of the situation, the member was extremely thankful for Sonder’s 24/7 support and the nurse’s patience and encouragement.

Member story two

Many interconnected factors contribute to a person’s wellbeing. With that in mind, Sonder takes time to understand each person’s unique situation so they can provide the appropriate support and drive real outcomes.

After finishing work one evening, a Marley Spoon employee reached out to Sonder for advice on the stress and anxiety they felt had started to affect their performance at work.

While chatting with the Sonder support team in their first language, little by little, they disclosed that they had been receiving distressing late-night phone calls from their former partner, who had physically assaulted them in the past.

Through a series of messages throughout the night, the Sonder team provided the member with advice on seeking police assistance, legal help, and associated mental health support.

Support for the member continued in the subsequent weeks as the team continued to follow up with them to confirm they were safe and were receiving the support they needed.

The member was able to talk in their preferred language, allowing them to comfortably disclose the underlying causes of their concerns.