Cómo Just Eat redujo el tiempo de incorporación de compañeros en un 60% con Zapier

When a restaurant partner (partner) joins Just Eat Spain, getting it online takes more than a signed agreement. The listing has to be created, delivery logistics need to be ready, an account manager has to confirm the partner can operate, and each team needs the same accurate information at the right time.

For years, that work moved through Salesforce dashboards, manual checks, and copied information. Teams had to look up a partner's status themselves, then decide who needed to act next. Partners could reach the end of onboarding with missing details or an incomplete setup. The result was a long wait before they could begin receiving orders.

Rubén del Fresno Escribano, a Sales Project Manager at Just Eat Spain, built a different path. His onboarding Zap Workflows now move a partner from signed to online through the right teams in sequence, with checks that stop the process when something needs attention. The workflow cut the time it takes a newly signed partner to go live on Just Eat by 60%.

The original onboarding process depended on several teams working from separate views of the same partner record. Sales had to initiate the process. Operations had to create the listing. Delivery and logistics had to prepare their work. Account managers had to validate that the partner was ready to go live.

That made the process slow and error-prone. People copied the same data into different places, refreshed reports, and searched for the current status. A missed detail could mean a partner went live unprepared.

Rubén's automation starts when a seller marks a partner as signed in Salesforce. A Zap sends the information to the operations team to create the listing. When that work is complete, the next task routes to delivery and logistics. After that, the workflow assigns the partner to the right account manager based on location and partner type.

The system can distinguish between cases such as a standard partner in Madrid, a top partner in Madrid, or a partner in Barcelona. It sends each one to the person responsible for that area and type of account.

The workflow also handles exceptions. If a partner has an onboarding issue, a Zap identifies the error and sends a targeted notification to the seller, account manager, operations team, or a combination of those teams. The process pauses until the issue is fixed, rather than moving a partner forward with incomplete information.

Teams receive the information they need in under a minute through channels such as Slack and email. The data stays connected to Salesforce rather than requiring people to re-enter it.

Just Eat Spain tracks the time between a partner signing and going online. The workflow is helping the team achieve a 60% reduction in the time it takes to get partners up and running, with dramatically lower error risk.

The operations team also estimates that the system saves hours per person per week by eliminating repetitive data entry, copy-and-paste work, and manual report refreshes.

Rubén has applied the same approach to work that previously happened outside Just Eat's core tools. The team now create Zendesk tickets automatically with Zapier, giving the customer support team a trackable record of work that once could not be measured through average handling time.

Dessyré Mifflin Rada, Operations Team Leader, says the new workflow makes it possible to monitor customer support productivity and calculate service capacity against demand. 

Rubén also built automated cross-department alerts so urgent work reaches the right people quickly, reducing workload for supervisors and customer support agents while keeping Sales and customer support aligned.

Rubén started using Zapier eight years ago with small experiments in Spain. The work grew into business-critical automation. Colleagues in Italy, the UK, Ireland, and other Just Eat markets have since contacted him to understand the approach and build versions for their own teams.

Rubén remembers those conversations simply: "How do you do this? This is amazing. We need to have this."

The work continues to evolve. In the last few months, Rubén has started adding AI steps to help reformat data, identify duplicate records, apply conditional logic, and clean Salesforce fields before information reaches the next team.