The challenge
Estes’ drivers and service center teams are always moving and scattered across hundreds of service centers. The people who see operational problems first were also the hardest to reach at any scale.
How Arbor helped
Voice interviews by QR code or link, on any device. No logins, any language, any schedule. Arbor returns every conversation as themes and actionable recommendations.
The results
- 01
Technology rollout
A software rollout was fixed before it hit the whole network
Drivers said the training for a new system wasn’t landing. Estes paused, rebuilt it, then rolled on, instead of fixing it later across hundreds of sites.
- 02
Fleet and equipment
Truck specs are now chosen with driver input
Drivers explained which tractor features help or hinder the job. That reasoning now feeds equipment decisions for the fleet.
- 03
Exit interviews
Every person who leaves now says why
Exit interviews start automatically when someone resigns, so leadership sees the real reasons people go. In this industry, turnover is a top cost.
Why it worked
- Met people where they are
- No app or login. Drivers take it on the go, on their own schedule.
- Answers came with reasoning
- Every rating arrived with the why behind it, in their own words.
- Conclusions, not transcripts
- Hundreds of conversations came back as actions to take.