Customer story
GoFor elevates the impact of their frontline workforce with Fountain
With Fountain’s unified workforce management platform, GoFor streamlines their hiring process to increase the size of their frontline workforce.
GoFor is a last-mile delivery company that provides reliable and efficient delivery services through a combination of personalized service, empowered drivers, and dependable operations. Their mission is to provide timely deliveries that create impactful connections.
That goal requires GoFor to have a high volume of drivers, all of whom must meet the company’s high-quality standards.
High driver attrition dampens customer experience
GoFor’s existing hiring process had become long, inefficient and had started to impact the company negatively. They began to see high driver attrition and difficulty in meeting delivery demand.
Paula Acosta, the Director of Driver Happiness at GoFor, is responsible for managing the recruitment, vetting, onboarding, training, and retention of drivers.
“A request would come in and it would take us anywhere from two weeks to a month to complete. It was just extremely lengthy,” explained Paula. “We had different software that we were using where we were uploading documents. That was a big challenge for us, having to ask drivers to click here and upload there, and then piece everything together. It took way too long, and we had a lot of drivers fall out because they found the process to be very difficult and time-consuming.”
Paula knew she needed to simplify the process to keep more qualified candidates in GoFor’s hiring pipeline. She set out to address three specific issues:
Lengthy hiring process
Onboarding a driver took anywhere from two weeks to over a month, depending on the market and the number of drivers needed. The length of the hiring process contributed to a high rate of driver drop-off.
Fragmented systems
Potential drivers were required to navigate multiple systems to upload important documents and view key communications. This led to frequent confusion and an increased number of drivers who dropped out of the hiring process.
Manual data process
Much of the onboarding process involved manual data entry, for both drivers and GoFor recruiters. This resulted in a cumbersome, inefficient hiring process. Recruiters had to constantly follow up with drivers to get needed information, which contributed to a longer hiring process.
GoFor’s hiring process came at a cost: it impacted GoFor’s ability to fulfill delivery commitments, which put customer satisfaction at risk.
Paula needed a way to streamline and shorten the GoFor hiring process.
It was the fact that Fountain was a one-stop shop. I didn't need to send drivers multiple links and tell them to go to all these different places. Everything was very streamlined.
Paula Acosta, Director of Driver Happiness
Discovering Fountain
After an extensive research period to find a solution, a recommendation from a former employee is what put Fountain on Paula’s radar. The power of Fountain to consolidate the hiring experience for drivers quickly caught Paula’s eye.
“It was the fact that Fountain was a one-stop shop,” explained Paula. “I didn’t need to send drivers multiple links and tell them to go to all these different places. Everything was very streamlined.”
Fountain offered GoFor a single platform for recruitment, onboarding, and training. This consolidation enabled drivers to complete onboarding steps without jumping between multiple systems, reducing manual input and frustration.
Paula was able to create streamlined workflows that were customized to the GoFor hiring process. These workflows tracked the progress of applicants, automated reminders, handled document submissions, processed background checks, and provided training videos.
Another huge plus in Fountain’s column? A dedicated success manager who provided hands-on assistance in optimizing and customizing the platform for GoFor’s needs. Paula’s Fountain success manager helped her implement a discount program for drivers, who were automatically notified of the program after onboarding and could easily sign up.
“We enjoy having a Fountain success manager. She goes above and beyond,” said Paula. “She holds our hand and walks us through the whole workflow, whatever workflow we want to create, which is very useful for us.”
Fountain drastically reduced our onboarding time because our drivers had a much simpler, streamlined experience. Previously, it would take over a month to get drivers onboarded. Once we implemented Fountain, we quickly saw the number reduced to 7 days.
Paula Acosta, Director of Driver Happiness
Mission accomplished
Paula’s goals were to reduce driver attrition and ensure there were enough drivers to meet GoFor’s high delivery demand. To achieve these goals, she needed to shorten the lengthy hiring process, reduce the amount of fragmented systems, and scale down the amount of manual data entry needed from GoFor’s recruiters.
Fountain delivered on all fronts.
The streamlined workflows and automated processes created by Fountain resulted in an 83% reduction in onboarding time, going from an average of 30 days to 5 days.
The efficiency gains provided by Fountain resulted in a 70% decrease in cost to hire. Thanks to the driver resources that Fountain provided with a single platform, driver attrition decreased by 62%.
A bright future ahead with Fountain
Fountain will continue to play a crucial role in GoFor’s operations. The company plans to leverage Fountain’s analytics and reporting capabilities to further optimize driver onboarding and retention strategies.
A key area of focus for Paula is utilizing custom reports to track driver demographics, vehicle types, and geographic distribution to improve scheduling and operational efficiency. In addition, Fountain’s scalable platform will support GoFor’s growth and adaptation to new markets.
Fountain’s implementation has transformed GoFor’s driver onboarding process, resulting in faster onboarding times, reduced costs, and improved driver retention. The streamlined and automated features of Fountain have enabled GoFor to better meet delivery demands and enhance overall operational efficiency. As GoFor continues to grow, Fountain remains a key partner in supporting their evolving needs and scaling their operations.
