This is how the SSi People team uses the system to strengthen relationships with clients and candidates, speed up submission times, and respond to crises.
Predicting client demand for a just-in-time submission model
As competition increased, SSi People realised it needed a change in approach to deliver to the needs of their eight largest clients, so the team began running reports in Bullhorn for Salesforce to track their buying behavior. The insights they discovered have made them change the way they submit candidates to job reqs. Instead of waiting for an open job to come in, they can now predict when they will be released, then pre-qualify candidates, and build out call lists in Bullhorn for Salesforce for matches to the job. When the job arrives, they use Bullhorn Marketplace Partner SMSmagic to push SMS notifications as well as Email to the pre-selected candidates and if they are happy to be submitted for the job, can process the candidates in a matter of minutes. With this approach, SSi People can serve its clients better and provide a truly differentiated service.
”In the old model, you had a week to respond to reqs, but in this market, you only have minutes or hours. Especially when the unemployment rate was zero—you had minutes to get your candidate in there.”
Jim Selker Director of Customer Care, Technical Interviewing, and Project Management
Using reports to mimic MSP scorecards
As well as servicing clients directly, SSi People work with MSPs, which often use scorecards to rate their suppliers and offer more business opportunities to those that score well. To ensure they rate well during the assessment process, SSi People sets up reports in Bullhorn for Salesforce to track the same KPIs that their MSPs rate them on. That way, the team can monitor their performance against those metrics on a continual basis and act on them to ensure they are delivering on them, rather than being surprised by a score at the end of a project. The approach has paid off; “This has been a key factor in our growth with our MSP clients,” says Ron Seibert, CEO and President.
Birthday cards, redeployments and coaching consultants
It’s simple but powerful: SSi People use alerts and notifications to drive activity and build strong consultant relationships. Whether it’s alerting reps that a consultant is coming off of an engagement and it’s time to start the redeployment process, or triggering a birthday card send just in time for a consultant’s birthday—through adopting new technology and processes, SSi People’s NPS score has shot up from 55 to 78. This is a fantastic result for the newly formed Consultant Care Group, which Jim leads.
Another way the SSi People team ensures that they are supporting their consultants is by surveying the client on the consultant’s performance 3 separate times – after onboarding, mid-assignment, and end of assignment. “At Mid assignment, we asked our consultants if they got feedback on the job and 99.9% of the time they said no. So we put a whole process in place—once the consultant is onboarded, we run reports in Bullhorn for Salesforce, then look at who is coming up on their three months and we generate a performance review form and we send it to the clients,” says Jim.
”Companies do performance reviews for their workers, quarterly, annually—we do the same for our workers, where the client will allow it. Everybody wins; the consultant because everybody wants feedback, the client because a happy consultant is a productive consultant, and we win because we get goodwill.”
Jim Selker Director of Customer Care, Technical Interviewing, and Project Management
Responding to the COVID-19 crisis
“Ron came to me and said: ‘We need a COVID-19 dashboard,’” said Jim. “He just said, ‘we need to know what’s happening in the business,’ and within maybe three hours we had spun one up to show senior management all new reqs coming in in real-time, our losses, how many consultants and clients we were losing, the submittals and the trends across all those.” Having access to real-time data within Bullhorn for Salesforce allowed SSi People to make quick decisions when reacting to the unstable situation and pivot to serve its clients better in new ways.
“We have a large recruiting team of 65 recruiters and it became really important to know which customers had slowed down and which ones had picked up. So to be able to load balance our recruiters across the organisation became important and we were able to react very quickly,” said Ron. “We also saw a new trend – our clients were sending reqs late on Friday, so we created a weekend shift to make sure we were working those jobs.”
