How Upgrade Reached the Next Level of Employee Experience

At a Glance 

Problem

A three-floor HQ with multiple kitchens and frequent events made it challenging to maintain a consistent, high-quality pantry experience without overextending the workplace team. 

Solution

A strong daily partnership, flexible concierge support, and shared values between teams created a seamless, reliable pantry program across all spaces.

"Upgrade has been with us for nearly three years. They trust us completely. They know we’ll deliver, and that trust is what makes partnerships like this thrive.”
Alejandra Valle, Client Operations Manager, Crafty

The Challenge: Building an Elevated Pantry Experience

Based in San Francisco’s financial district, Upgrade is a fast-growing fintech expanding access to affordable, responsible credit. When the company’s headquarters grew, so did the complexity of maintaining a top-tier pantry program that satisfied everyone’s needs. With 200+ employees spread across three floors, multiple kitchens, and a calendar full of in-office events, from chicken and waffle day to game-day hot dogs, the workplace team needed a solution that would keep the experience elevated without stretching internal resources thin.

Before Crafty, Michelle, Upgrade’s Office Lead, oversaw everything from front desk operations to event logistics. 

“Michelle is the heartbeat of that office,” recalls Alejandra. “She runs events, manages guests, and still makes time to ensure everyone feels taken care of.”

But managing the day-to-day details of restocking, rotating inventory, sourcing event catering, and maintaining the office coffee machines left little bandwidth for big-picture projects. Upgrade needed a partner that could own the details, and a program that would scale with their energy and ambition.

The Crafty Solution: Concierge, Customization, and Care

When Upgrade partnered with Crafty, the goal was clear: create a premium, effortless office food-and-beverage experience that aligned with the company’s culture and employee expectations. 

Onsite Concierge: The Heart of the Operation

To support Upgrade’s high volume and steady cadence of events, the team chose Crafty’s Concierge pantry management program, staffing their office with a highly skilled, full-time onsite specialist. At Upgrade HQ, that’s Zuly Santana Vera, Crafty’s dedicated Food & Beverage Associate. Present Monday through Friday, she isn’t just an extra set of hands; she’s a seamless extension of the workplace team.

“Michelle always says she couldn’t do her job without Zuly,” Alejandra shares. “Zuly stocks the kitchens, preps for events, and ensures everything runs flawlessly. When Upgrade hosts a themed day or a happy hour, she’s already made sure every detail is ready before employees even arrive.”

Zuly’s onsite presence brings Crafty’s hospitality philosophy to life, anticipating needs, keeping spaces spotless, and helping Upgrade deliver memorable in-office moments. Guided by a centralized Crafty task list, she tracks efficiency, stays ahead of demand, and ensures every detail is buttoned up.

A typical day for Zuly at Upgrade HQ:

• Morning: Walk each floor, check stock levels, rotate products, reset kitchens, and ensure everything is camera-ready before the first meeting
• Midday: Replenish snacks, restock espresso beans, monitor beverage fridges, and review event prep with Michelle
• Afternoon: Shift into hospitality mode, supporting ice cream socials, Friday happy hours, or seasonal activations, and resetting spaces afterward

Her work is largely invisible, but the impact isn’t: full fridges, spotless counters, smooth events, and consistently delightful employee experiences.

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A Pantry Program Worth Talking About

Those “delightful experiences” include an assortment of office snacks that mirror San Francisco’s foodie spirit. It also allows them to taste the seasons they’re in and feel like they're actively participating in the best parts of their city, like sports watch parties and cultural celebrations. Here are some of their favorite Crafty-provided treats and how they help move culture forward:

• Multiple espresso coffee machines deliver café-quality brews at scale
• Frozen desserts add variety and tap into the “little treats” trend, perfect for celebrating in-office wins
• Three alcohol fridges stocked with local favorites like Drake’s and Lagunitas power happy hours while supporting neighborhood businesses
• Bulk snacks to help sustainability and reduce waste and merchandising
• Seasonal rotations keep things exciting without disrupting consistency

“They want their team to feel taken care of,” Alejandra notes. “Premium brands and curated new products are a big part of how they elevate the in-office experience.”

From stocking trendy sparkling seltzers to sourcing ice cream for summer events, the Upgrade program balances everyday essentials with playful extras that make employees smile.

Smart Budgeting, Simplified

Before Crafty, Upgrade operated without a formal office pantry budget. The team wanted clarity without the red tape, and Crafty delivered. 

“We built their budget from their real spending trends,” says Alejandra. “It wasn’t about setting limits; it was about providing data that helps her communicate with leadership.”

This Crafty-built budget approach gives the finance team visibility into spend patterns while keeping the experience flexible. If the team wants to host more events or test new SKUs, the numbers are there to back it up.

“Now the workplace team can show their bosses exactly where spend is going, and why,” Alejandra explains. “That transparency helps her advocate for more resources when needed.”

Streamlined Operations and Smarter Scheduling

Even with three kitchens and two storage areas, Upgrade’s program thrives on a half-day Concierge model, proof of what smart planning and a tight operational strategy can achieve.

“We did a time study, broke down every weekly task, and restructured the schedule to maximize the time on site,” shares Alejandra. 

The new plan prioritized stocking and event prep on high-traffic days, with deep cleaning and organization on slower ones (typically Mondays and Fridays). The result: a manageable workload, better efficiency, and a routine that supports the flow of the office.

“Task lists are an unsung hero,” says Alejandra. “Optimizing the schedule transformed the way the site operates.”

Fruit as a Productivity Hack

If the premium treats weren’t enough, for Upgrade, partnering with The FruitGuys has become an unexpectedly powerful morale booster. 

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“Walking into the office and seeing colorful baskets of fresh office fruit instantly sets a positive tone,” says Ashley Hart, Vice President, Human Resources, Upgrade. “It shows our people that we care about their well-being.”

The fruit is enjoyed everywhere, at desks, in conference rooms, and especially in the kitchen. Since adding fresh fruit, the workplace team has noticed healthier snacking habits and steadier energy throughout the day. But the biggest impact goes beyond wellness.

“It supports healthier routines, but it also creates informal interactions that strengthen relationships across the team,” Ashley shares.

Fresh fruit has even become a subtle office-attendance incentive. 

“We often see employees gathering around the baskets and starting conversations they might not otherwise have,” continues Ashley.  “It’s a small touch, but it makes the office feel more welcoming, and worth the trip.

Relationships at the Core

While logistics and data keep the program running smoothly, Alejandra is clear that the true magic comes from the human connection behind it.

“Concierge is the full-service side of Crafty; it’s all about relationships,” she adds.“When the connection is strong, everything else follows.”

Michelle and Zuly’s partnership is proof of that. They communicate daily, trust each other’s judgment, and collaborate seamlessly on every kitchen activation. Michelle even laughs that Zuly knows the CEO’s beverage preferences better than anyone, right down to his very specific request for room-temperature Diet Coke. To make sure it’s always just right, Crafty keeps his cans stocked separately in a dedicated cabinet.

It’s that level of thoughtful personalization (those small but meaningful touches) that transforms a workplace pantry program from transactional to truly human. And it’s exactly why this partnership continues to thrive.

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