Case Study: Gojek boosts employee efficiency with Waitwhile

Gojek uses Waitwhile to boost employee efficiency

Gojek, Southeast Asia’s leading on-demand multi-service tech platform, needed a better way to manage the unpredictable flow of drivers visiting its Singapore Driver Care office for onboarding, vehicle rentals, and support. To handle both scheduled visits and walk-ins more efficiently, Gojek turned to Waitwhile’s queue management and appointment scheduling platform.

With Waitwhile, Gojek implemented online appointment booking, 2-way messaging for reminders and rescheduling, and virtual waitlists with live queue displays and AI-powered wait time estimates. The team also used Waitwhile analytics to monitor visits, booking trends, waiting time, and agent performance, helping improve staffing decisions and employee productivity. Over four years, Gojek reported a no-show rate of under 0.001% and used the data to coach underperforming staff and boost efficiency.

Gojek

Fadhilah Rahim

Driver Care Team Lead