Delivery Hero
Germany · Food Delivery / Quick Commerce · 40.0k employees
ExpandingACV $920kNRR 119%Renewal 2027-03-31
First BuildProductionExpandingChampionStrategic
ElevenAgents
18.0k calls/mo
2 agents · 41% automation
ElevenAPI
97% of commit
5.8B of 6.0B chars/mo
ElevenCreative
—
Whitespace — expansion opportunity
ElevenAgentsTrialling
ElevenCreativeWhitespace
Expansion opportunity — not yet accessed
ElevenAPILive
5.8B / 6.0B chars
97% of commitment
+9% vs last month
ElevenAgents — call volume (90 days)
AgentsAPI chars + Creative outputs (90 days)
API / CreativeStakeholder map
Priya MehtaEconomic Buyer
VP Engineering, Platform
Technology · last touch 2026-05-10
Lars AndersenChampion
Senior Principal Engineer, AI
Technology · last touch 2026-05-20
Nadia HassanEnd User
Head of Rider & Customer Ops
Operations · last touch 2026-04-28
Risk signals
mediumAgent pilot CSAT not yet benchmarked
Pilot has been live 6 weeks with no CSAT baseline set. Risk of go/no-go decision being made on gut feel. Need to instrument CSAT tracking this week.
mediumAPI near capacity — committed volume at 97%
5.8B of 6B committed chars/month. Summer demand spike could exceed commitment. Proactive discussion needed before Q3.
Expansion levers
- →Convert agent pilot to production → €600k expansion
- →ElevenCreative for 25 local marketing teams → new product footprint
- →API volume expansion ahead of summer demand spike
Use case portfolio
| Use case | Product | Department | Status | Monthly value |
|---|---|---|---|---|
In-app voice navigation for riders (API) Real-time voice instructions for 200k+ riders across 30+ markets. 5.8B chars/month. Multilingual (25 languages). 14% delivery efficiency uplift. | ElevenAPI | Product / Rider Experience | Production | $380k |
Customer support voice agent 2-agent pilot for order status and refund queries. 18k calls/month. Evaluating for full rollout pending CSAT benchmarks. | ElevenAgents | Customer Operations | Pilot | — |
Marketing audio content (local markets) 25+ market teams want localised radio / digital audio ads. Opportunity to expand ElevenCreative footprint into marketing. | ElevenCreative | Marketing | Proposed | — |
Recent activity
2026-05-20TechnicalLars Andersen: benchmarking ElevenAgents for rider emergency support
2026-05-10ExecutivePriya Mehta: positive on agent rollout, wants CSAT data first
2026-04-28MeetingNadia Hassan: CSAT methodology discussion for agent pilot evaluation