From Delays to 96% On-Time Performance

Challenge

• Limited visibility into driver performance: Approximately 75 subcontracted drivers had no direct access to their own performance metrics, making it difficult to drive accountability and continuous improvement.

• Delayed performance feedback: Driver results were shared with partner companies weekly or monthly, creating significant delays between performance issues and corrective action.

• No real-time engagement mechanism: Drivers lacked immediate feedback, recognition, and incentives to consistently improve punctuality and service levels.

• Punctuality directly impacted customer satisfaction: As a mobile laundry service, on-time pickups and deliveries were critical to customer retention and repeat business.

Solution

• Real-time performance visibility for drivers: Infios Gamification enabled drivers to access their own punctuality metrics and performance data through a mobile app.

• Leaderboard-driven engagement: Introduced rankings and performance leaderboards to create transparency and encourage healthy competition.

• Gamified rewards program: Implemented a digital rewards store and shift-based challenges to recognize and reinforce high performance.

• Continuous feedback loop: Replaced delayed reporting with immediate, actionable performance insights that empowered drivers to improve each day.