Improving hiring through omnichannel growth.
EmployBridge and Credera partnered to extend EmpolyBridge's omnichannel capabilities and improve hiring processes.
At a Glance
EmployBridge is a national leader in staffing and workforce solutions placing 400,000 employees in jobs annually. A shortage of applicants triggered by a gap in skilled workers and a 16-year low of 4.3% unemployment was limiting company growth. EmployBridge wanted to streamline the communication to applicants to get them on assignments before they moved on to a competitor. Credera was engaged to extend the omnichannel capabilities and EmployBridge’s investment in their new inContact call center as a service (CCaaS) platform.
The project saved countless hours by removing 90% of the manual steps involved in sending out key communication to associates and streamlining CRM activities by millions of associates.
Finding new ways to improve communication.
EmployBridge is a national leader in staffing and workforce solutions placing 400,000 employees on jobs annually. A shortage of applicants triggered by a gap in skilled workers and a 16-year low of 4.3% unemployment was limiting company growth.
EmployBridge wanted to streamline the communication to applicants to get them on assignments before they moved on to a competitor. EmployBridge completed the migration to their new call center platform in August 2017, but were struggling to leverage its full capability.
Building a solution for change.
Credera’s integration team began with an envision phase to determine the capabilities of the inContact platform and how best to leverage its capabilities.
We worked closely with EmployBridge’s search and support call center team to identify a multi-phased integration strategy connecting their Dynamics CRM-based applicant tracking system to inContact’s CCaaS platform.
The integrations included an agent call hub to screen pop information on the caller; a search and extract applicant contact data to feed the ProactiveXS auto-dialer and bulk SMS sender; auto-logging of phone calls, SMS messages, and other activities to the applicant’s CRM record.
Improving efficiency and productivity.
Increased productivity - 80% productivity increase for SAS agents resulting from ProactiveXS, agent call hub, and SMS integrations.
Reduced "No Answer Calls" - ProactiveXS integration revamped SAS's call handling paradigm resulting in reduced "no answer calls."
Less manual steps - SMS integration removed 90% of the manual steps involved in sending out key communications to associates.
Leveraged existing core systems - Integrated with existing screening and onboarding processes and applications, thereby providing a unified experience for end users.
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