Case Study: Online Delivery Service Providing Company achieves 50% lower turnover and 98-100% fill rates with Staff Management | SMX

Online Delivery Service Providing Company - Customer Case Study

Online Delivery Service Providing Company partnered with Staff Management | SMX to improve associate engagement across its decentralized, in-store order fulfillment operation. As the business rapidly expanded into eight markets, it struggled with attendance and turnover issues, and its previous staffing provider had difficulty managing the branch-based model effectively.

Staff Management | SMX responded with an onsite, retention-focused staffing program that more than tripled the number of service team members, added monthly roundtables, face-to-face surveys, onsite visits, exit surveys, a centralized online help center, data analysts, and quarterly attendance incentives. The result was a 50% reduction in turnover and a consistent 98–100% fill rate, exceeding the 95% KPI benchmark and helping the customer scale with greater workforce stability.