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Crumbl franchisee gains applicants and operational efficiency with Workstream

For six-location Crumbl franchisee Christian Bankhead, attracting new applicants was the easy part. The challenge Christian faced was losing those applicants somewhere in the hiring process. Between the initial screenings and interviews, he estimated only 5 percent of applicants would return to complete the hiring cycle. After switching to Workstream and shortening the cycle down to just a week, everything changed.

“The biggest thing is the customer service. I know my implementation specialist by name. I also know my payroll customer support by name. It’s awesome! That makes me feel that I’m valued.”

Christian Bankhead

Multi-unit franchise owner and operator, Crumbl
The problem

Keeping applicants engaged felt impossible

About Crumbl

Crumbl Cookies is a fast-growing bakery franchise known for its rotating menu of freshly baked, gourmet cookies. Founded in 2017 in Logan, Utah, Crumbl offers an innovative weekly lineup of unique cookie flavors alongside its signature warm chocolate chip cookie.

With a focus on quality ingredients, eye-catching presentation, and a fun, interactive customer experience, Crumbl has expanded to hundreds of locations across the U.S. Its iconic pink boxes and viral social media presence have made it a favorite among dessert lovers nationwide.

Brand: Crumbl
Industry: Restaurant
Employees: 29,000+
Locations: 1,000+

Finding the right number of qualified applicants on a consistent basis is challenging enough. For Christian, the bigger problem was keeping those applicants engaged throughout the hiring process. He was losing up to 75 percent of new employees before they ever started.

“We struggled to communicate consistently with our applicants. We would review them once a week and invite them for an interview. Maybe they would remember their interview…or not. And we were only getting about 5 percent to actually really come in and complete the hiring cycle,” Christian said.

For a long time, he relied on multiple programs to handle their recruiting, hiring, and onboarding needs. “One of the most frustrating parts as a new manager is trying to figure out all the different systems and platforms. When someone was hired, we had to tell them to download seven apps.”

Employee retention was another major hurdle for Christian. “There is a series of checklist items that we need to do for them to be able to work. Even those we hired, we struggled to retain even 25 percent of them. To staff my store, I was interviewing hundreds of people and having thousands of applicants. That was really hard. It was very time consuming for my general managers and myself.” Hiring quickly began to conflict with daily operations. 

To manage all six locations and his growing workforce more effectively, he needed an all-in-one solution that could do more than recruit and hire employees. 

The solution

Improving admin processes with one integrated HR platform

During his search for a platform that fit his needs, Christian gave Workstream a try. Almost immediately, he noticed the difference—especially when compared to the systems of the past. Not only for its ability to source applicants, but for how it benefited his existing employees.

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One app for workers and managers

Christian’s employees found it difficult to locate important information without his help. “The majority of my employees want to understand when they’re getting paid, what the dates were in their pay period, their withholdings and things like that.” Today, those details and more are readily accessible with one app. 

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Automated interview scheduling

“When we made the transition to Workstream, it became very automated. And the thing I liked most is the ability to schedule right away—being able to set my open schedule and have them pick availability. Instead of us having to reach out and find a time for these applicants, they were appearing within the next day. It was really powerful and got us way faster into the hiring cycle.”

Faster onboarding

Workstream optimized Christian’s hiring-to-onboarding process as well. “My demands change week to week. When I need to bring somebody on, I often need to bring them on within a week. It shortened our total hiring cycle from probably three weeks down to a week. That made a massive difference.” 

the wins

Investing in the future

Workstream saves Christian hours every week. Time spent hiring for all six Crumbl locations has gone from 15 hours a week down to five. Smart screening questions help ensure that everyone who comes in to interview is qualified and ready to go.   

But more than just an HR tool, Christian sees Workstream as a differentiator. "One of the toughest parts about hiring hard workers is they often will take the first job presented to them. Being fast and being agile helps us present an offer to them faster than our competitors.” 

“It allows me to kind of figure out where to invest my time. It’s kind of like an investment. One that pays over time and continues to improve. But I can tell you that you’ll see it right away.”

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