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Faster Onboarding, Smarter Recruiting: Keeping 32 Zaxbys Locations Fully Staffed

A Zaxbys franchisee with 32 locations across six states used Workstream to cut new-hire onboarding from up to 90 minutes to about 10, and to replace manual phone calls with automated text messaging for reaching candidates.

“It ended up being probably the best administrative decision we’ve made at AMG.”

Jordan Avants

HR Director, Avants Management Group
The problem

Onboarding took up to 90 minutes, and recruiting ran through unanswered phone calls

About Zaxby's

Zaxby's is a fast-casual restaurant chain known for its chicken fingers, wings, sandwiches, and signature dipping sauces. Founded in 1990 in Statesboro, Georgia, by childhood friends Zach McLeroy and Tony Townley, the brand has grown into one of the largest chicken-focused chains in the country, with more than 900 locations operating primarily across the Southern United States. Avants Management Group is a family-run licensee operating 32 Zaxby's locations across six states.

Locations: 32 Zaxbys restaurants
Industry: Restaurants

Before Workstream, onboarding a new hire meant a general manager physically uploading every document (application, tax forms, I-9) into the company’s HR system by hand. Christian Thompson, District Manager for the Tennessee market, says the process took an hour to an hour and a half per hire, and pulled managers off the floor to do it. “A lot of things could go south in an hour,” Thompson says, “and then there’s kind of a ripple effect. It might take you another hour to get things caught back up.”

Recruiting had its own drag. Avants Management Group sourced candidates through Snagajob and Indeed, then called each applicant to schedule an interview by hand. Many candidates didn’t answer calls from unknown numbers, and reschedules were easy to lose track of. In a best-case scenario, Thompson says, getting someone from first contact to their first shift stretched across three days: one day to interview, a second day to decide, a third day to complete the hour-plus onboarding paperwork.

“It’s not fair for the new candidate to just sit there for an hour and a half while the GM is uploading all the documents,” Avants says. “It takes away from the onboarding experience.”

Training a new manager to run the process was its own time cost. Thompson says it used to take five or six one-on-one walkthroughs with a GM before a new manager could onboard someone independently.

What we've solved

Two-way texting, self-serve onboarding, and smarter sourcing

Workstream replaced the manual process end to end. Two-way text messaging replaced cold phone calls for scheduling and rescheduling interviews, and new hires now complete their own document upload and move through onboarding largely on their own.

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Two-way text scheduling

Two-way text messaging replaced cold phone calls for scheduling and rescheduling interviews: candidates set up their own interview time instead of waiting for a callback.

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Self-serve onboarding

Once the interview happens, the candidate completes their own document upload and moves through onboarding largely on their own, with the GM only verifying documents, says General Manager Ethan Bradshaw.

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Smarter sourcing

Workstream’s channel data showed Indeed-sponsored applicants convert to hires at a lower rate than candidates from in-store QR codes and Facebook ads — so Avants now treats Indeed as a backup rather than a primary source.

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Company-wide rollout

Workstream rolled out company-wide across all 31 general managers, its district managers, and two directors of operations through two company-wide team meetings. “It was seamless,” Avants says.

10 min

onboarding time per new hire, down from 60–90 minutes

Same day

time from interview to hire, down from 3 days

THE RESULTS

Onboarding dropped from 90 minutes to about 10

  • Onboarding time: down from an hour to an hour and a half to about 10 minutes once a candidate has their ID and I-9 documents on hand, according to Thompson and Bradshaw.
  • Manager training: down from five or six supervised walkthroughs to a single explanation. Bradshaw walked a shift leader through her first onboarding by phone while he was on PTO — “She was done in 30 seconds. It’s the easiest thing in the world.”
  • Application volume: “The applicant volume is significantly higher now at every store... they regularly have several times more applications a week than what we’ve seen before,” says Christian Thompson, District Manager.
  • Response rates improved — candidates who ignore unfamiliar phone numbers are far more likely to respond to a text, making outreach dramatically more effective.
  • Support: Colleen Taylor credits Workstream’s implementation team and live chat support, plus short how-to videos she could route to individual stores, for helping her staff learn the system independently. “It really helped us not feel helpless,” she says.

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Personal Information and Sensitive Personal Information

Before we discuss the right to limit and the right to opt-out, we must first define personal information and how it relates to sensitive personal information.

Personal information is any data that identifies, relates to, or could reasonably be linked to you or your household. A few examples of personal information include:

  • Name or nickname
  • Email address
  • Purchase history
  • Browsing history
  • Location data
  • Employment data
  • IP address
  • Profiles businesses create about you, including pseudonymous profiles (“user1234”)
  • Sensitive personal information

Sensitive personal information or “SPI” is a subset of personal information, defined as:

  • Identifying information (e.g. social security number, driver’s license)
  • Financial data (e.g. debit or credit card numbers)
  • Precise geolocation (within a radius of 1,850 feet)
  • Demographic or protected-class information (e.g. race/ethnicity, religion, union membership)
  • Biometric and genetic data (e.g. fingerprints, palm scans, facial recognition)
  • Communications and content (e.g. mail, email, text messages)
  • Health and sexual orientation (e.g. vaccine records, health history)

Right to Opt-Out

Californians have the right to opt-out of the sale and sharing of their personal information. That means you have the right to opt-out of the sale of your personal information to third parties (e.g. data brokers, advertisers). You also have the right to opt-out of the sharing of your personal information to prevent the targeting of ads across different businesses, websites, apps, or services.

CCPA-covered businesses must provide a link to allow you to exercise this right. It is usually found at the bottom of a webpage and will say “do not sell or share my personal information” or “your privacy choices.” Sometimes businesses offer privacy choices through a pop-up window or form

To opt-out of the sale and sharing of your personal information, click on the link or use the toggle provided by the business and follow the directions. Doing this on every website you visit can feel burdensome, but to ease the burden you can automatically select your privacy preferences for every website by using an opt-out preference signal, or OOPS for short.

An OOPS is a user-friendly and straightforward way for consumers to automatically exercise their right to opt-out of the sale and sharing of their personal information with the businesses they interact with online. An OOPS, such as the Global Privacy Control. It can either be a setting on your internet browser or a browser extension. With an OOPS, consumers do not have to submit individual requests to opt-out of sale or sharing with each business.

Right to Limit

Californians also have the right to direct businesses to limit the use and disclosure of their sensitive personal information.

Businesses covered under the CCPA must provide a link on their website that allows you to request the limiting of your SPI, if they plan on using it in certain ways. That link will also typically be at the bottom of a webpage and will say: “limit the use of my sensitive personal information” or “your privacy choices.” Once you send this request, the business must stop using your SPI for anything other than to:

  • Provide requested goods or services
  • Ensure security and integrity
  • Prevent fraud
  • Maintain system functionality
  • Comply with legal obligations

Bringing it Together

In summary, the CCPA gives you the right to opt-out of the sale and sharing of your personal information and gives you additional rights to further limit the use and disclosure of your sensitive personal information.

When you exercise these rights together, you exert greater control in protecting your personal data which is important for your identity, safety, and financial health.

If you are on a business’s website and you can’t find the links to exercise your rights, remember to check their privacy policy. The privacy policy should tell you how you can exercise your rights under the law.

If you find your rights being violated, you can submit a complaint to CalPrivacy.

Next in the LOCKED series, we will explore the right to correct and right to know. Follow us on social media to get live updates or check back in one week for the next post.

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Targeted Advertising

Used to deliver advertising that is more relevant to you and your interests. May also be used to limit the number of times you see an advertisement and measure the effectiveness of advertising campaigns. Advertising networks usually place them with the website operator’s permission.

Personalization

Allow the website to remember choices you make (such as your username, language, or the region you are in) and provide enhanced, more personal features. For example, a website may provide you with local weather reports or traffic news by storing data about your general location.

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Right to Limit Use of Sensitive Personal Information

You also have the right to limit how we use sensitive personal information (such as precise geolocation, financial data, etc.).

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