Gojek uses Waitwhile to boost employee efficiency

The Challenge

To serve its drivers, Gojek has an office in the heart of Singapore that offers a number of in-person services to new and existing drivers, including onboarding, vehicle rentals, and driver support.

When they were getting ready to first open the office in 2018, the Driver Care team at Gojek knew that they needed a digital solution to manage the unpredictable volume of drivers that would visit the office on a day-to-day basis. Searching for an appointment booking solution on Google, they found Waitwhile and were quickly won over by the simplicity of the platform, which they could use to not only run appointment scheduling but also to operate virtual waitlists for walk-ins.

The Solution

Today, Gojek uses Waitwhile to power its Driver Care operations in Singapore. New drivers that want to sign up for Gojek in person are able to book an onboarding appointment online via Waitwhile simply by visiting Gojek’s sign-up page online. To make sure drivers are ready for their appointments, the Gojek team uses Waitwhile’s 2-way messaging functionality to send automatic reminders (reducing no-show rate) and to remind drivers of the documentation they’ll need to have with them. If their availability changes, new drivers can reschedule or cancel on their own without needing to visit or call the office.

For existing drivers that have support needs, the Gojek Driver Care office uses Waitwhile to run a virtual waitlist. Upon arrival, Gojek staff add drivers to a virtual queue that’s displayed prominently on TV monitors in the waiting area. With Waitwhile’s AI-powered wait time estimates, the Gojek Driver Care team is able to deliver accurate wait estimates so drivers know exactly when they’ll be served. Because the Gojek Driver Care office offers a slate of services, it’s able to use Waitwhile to run multiple waitlists simultaneously, keeping things organized on the backend.

The Results

The Gojek Driver Care team not only uses Waitwhile to effectively manage office operations on a day-to-day basis, but they also rely heavily on Waitwhile analytics to make meaningful changes to boost efficiency.

With Waitwhile, the Gojek Driver Care team is able to easily see the big picture when it comes to operational metrics, including:

• Number of visits per day/week/month
• Trends in appointment bookings
• Average waiting time by day
• Average serving time for each agent

With these metrics on hand, the Gojek Driver Care team leads are able to make critical staffing decisions to ensure that the office is properly staffed for the anticipated volume of drivers on a daily basis.

Driver Care Team Lead, Fadhilah Rahim, can also keep track of employee productivity and performance. With Waitwhile, Fadhilah can see which employees are hitting their monthly goals (e.g., serve time, number of drivers served, etc.) to determine qualification for incentives. She’s also able to quickly see which employees are comparatively underperforming – and then deliver appropriate training to boost their efficiency.

Over four years into the partnership, Waitwhile remains critical to the operations of the Driver Care office at Gojek, effectively managing both walk-ins and appointments simultaneously, and providing the data needed to make the office operate more effectively.

Fadhilah Rahim

Driver Care Team Lead, Gojek Singapore