Technology Category
- Application Infrastructure & Middleware - Event-Driven Application
- Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
- Retail
- Transportation
Applicable Functions
- Logistics & Transportation
- Quality Assurance
Use Cases
- Last Mile Delivery
- Visual Quality Detection
Services
- Testing & Certification
About The Customer
PICKUP is a delivery service company that specializes in 'friction-free' same day and scheduled delivery of big, heavy, and high-value items. They deliver furniture, mattresses, HVAC equipment, and more directly to customers' homes by partnering with leading retailers and commercial businesses. Their delivery team, known as PICKUP Good Guys, is composed of trusted, fully vetted military veterans, first responders, and all-around good guys. They provide exceptional customer experiences in over 75 service areas nationwide. The company, which has 126 employees, is headquartered in Plano, Texas.
The Challenge
PICKUP, a delivery service specializing in large, heavy, and high-value items, faced significant challenges in their application process. They aimed to recruit the most effective people at the lowest cost possible, but struggled with a high drop-off rate at various stages of the application process. For instance, applicants would abandon the process when asked to upload an image of their vehicle or after undergoing a background check. This led to a costly situation for PICKUP as they invested resources into vetting applicants who didn't complete the onboarding process. Madi Emsoff, Good Guy Experience Lead at PICKUP, sought a solution that would not only onboard at high volumes but also find the best quality candidates and increase their application completion rates.
The Solution
PICKUP implemented the Fountain platform to better manage applicants, prevent applicant drop-off, and get better drivers on the road faster. The platform's Universal Applicant View allowed PICKUP to filter applicants quickly and understand where they were in the onboarding process. The team also used Fountain's tagging feature to track team activities. To reduce drop-off, PICKUP rearranged the application stages, moving some of the more manual stages from the end to the beginning of the process. This resulted in higher quality candidates who were more likely to commit to the team. Automated text messages were triggered when applicants dropped off, reminding them about their application. PICKUP also used Fountain as a candidate relationship management (CRM) tool, holding onto applicants' information for future opportunities.
Operational Impact
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