How R.E. Garrison Saved $75,000 in Driver Replacement Costs with WorkHound

Beyond the Numbers: A Shift in Company Culture

Soon, Shawn got in on the action as well, setting aside his doubts to see where the new driver engagement would lead. As he, too, began replying to the incoming feedback, he realized that WorkHound was delivering the information he needed to facilitate change. It was also helping the company catch some of the drivers who were otherwise falling through the cracks, so to speak. 

When drivers were struggling with their workloads, data would reflect this in their performance numbers, giving the team a chance to intervene and help the driver. When drivers performed well, there was an assumption that they were doing fine and didn’t need extra support. However, after reading feedback on WorkHound, R.E. Garrison leaders learned that this wasn’t always the case. Despite performing well, many drivers still had questions and frustrations about work. So, now, thanks to WorkHound, Shawn says he is also able to help those who may have otherwise struggled in silence. “It has doubled the number of people that we’ve been able to help,” he shared. 

Sometimes, the feedback is specific to a particular situation, but other times, comments highlight a gap in knowledge. Shawn explained that WorkHound has become a powerful tool for educating drivers about industry realities, especially for new drivers and those who entered the industry during COVID, when industry norms were anything but ordinary. WorkHound allows R.E. Garrison to communicate these challenges and provide context in a way that dramatically improves driver understanding and satisfaction. 

Leaning into the broadcast messaging feature, Annette also uses WorkHound for educational opportunities, and she always does it from the drivers’ perspective. During a recent initiative, she launched a three-week broadcast message series focused on the importance of customer service, as told from the driver’s point of view. She connected the values of service to drivers’ day-to-day experiences, clearly explaining how their actions impact not just the company’s success but also their own schedule, happiness, and revenue. The messages were short, straightforward, and emphasized why service matters. And it worked remarkably: Over the following two-week period, on-time delivery rates reached their highest level in over 10 years, thanks to the impact of Annette’s targeted messages.

Measurable Outcomes

Since implementing WorkHound, R.E. Garrison has seen a significant drop in their turnover rate, which was the primary reason for launching the platform. However, the benefits have extended far beyond just reducing turnover.

• $75,000 Savings in Retention Costs: The R.E. Garrison team estimates that the company saved at least $75,000 in retention costs in just the first six months of using WorkHound.
• Increased Driver Engagement: One of the most impactful changes was the ability to engage drivers they otherwise couldn’t reach. These are the drivers who tend to “fly under the radar” and don’t usually speak up about their issues. Now, with the anonymous feedback option, R.E. Garrison has a way to engage these individuals and address their concerns before they become reasons for leaving the company.
• Cultural Shift: The involvement of ownership and leadership has helped create a more driver-centric culture at R.E. Garrison. Leadership has become more proactive in addressing feedback, ensuring that drivers feel heard and valued.
• Procedural Improvements: Based on WorkHound feedback, R.E. Garrison has made specific changes to a number of internal systems and processes, and they’ve even been able to change things out on the road — including the repaving of a frequented parking lot that had fallen into disrepair. The team revamped their phone system and enhanced driver orientation and onboarding processes, all because of feedback from drivers.
• Educational Outreach: Perhaps the most significant change WorkHound has facilitated is one of education. WorkHound allows the R.E. Garrison team to know where drivers stand, what they are going through, and how to help, which has been the key to their transformation.

From Skeptic to Advocate

R.E. Garrison’s journey with WorkHound highlights the platform’s ability to foster meaningful communication, improve driver satisfaction, and substantially reduce turnover. Although Shawn was initially concerned that WorkHound would encourage too many complaints, he’s now a strong supporter of the platform, seeing the benefits play out across the organization. 

The platform has helped encourage engagement by providing a channel for feedback that’s always open. “If someone tried to get rid of WorkHound, I would go to war. The ROI far outweighs the cost of the program,” he said. “But the real ROI goes beyond that: it’s about driver education, identifying key contacts, and achieving the highest customer service ratings in a decade. The human touch we provide, previously limited by time, has made WorkHound invaluable and fully paid for itself.”