C us t om e r s f o r L i f e ™ HireVue Case Study HireVue Turns Data Into Action and Boosts Customer Retention OVERVIEW SOLUTION – ACTIONABLE FEEDBACK HireVue is a leading provider of the next generation of human A solution presented itself at a user conference sponsored by resources technology. HireVue’s Talent Interaction Platform™ is a Allegiance, Inc., a company based in Salt Lake City not far from HireVue’s cloud-based platform that enables job candidates to tell their story corporate headquarters. “Allegiance’s expertise in implementing Voice and demonstrate their abilities online, even from a smart phone, of Customer (VoC) and Voice of Employee (VoE) solutions impressed us, at their own convenience. Recruiters browse, watch, rate and share especially the platform’s analytical tool, Spotlight,” said Williams. interviews with critical stakeholders at their own pace. After “We signed up immediately and were up and running remarkably fast.” validating skills, capabilities, and cultural fit through HireVue’s On Demand interviews, top candidates are invited to participate in HireVue Live interviews, which incorporate live video and panel interview tools and can be recorded and shared. RESULTS • Saved an at-risk segment representing 20% of customer base; Increased subsequent NPS by 45 points. CHALLENGE – RETAINING CUSTOMERS • Increased candidate NPS by 55 points in two years. HireVue’s mission -- redefining and modernizing the traditional • Uncovered response patterns to help turn “passives” into “promoters.” recruiting process -- hasn’t been easy. New customer acquisition is an ongoing challenge and can provide rapid growth when done successfully. Retaining customers is a demanding endeavor that not all companies can do well. HireVue is prosperous with both. • Improved candidate experience, resulting in enhanced customers’ brands and phenomenal acceptance of the HireVue process. They maintain a laser focus and respond quickly to potential issues to ensure their continued success. With the interrelated goals of ensuring customer retention and widespread acceptance from candidates, HireVue initially implemented a simple survey deployment tool to elicit customer feedback. But, as HireVue’s customer base grew, the company found the tool lacking in scalability and usability. “We could only capture so many responses, and we had no way to effectively analyze the data and pinpoint actionable insights,” said Porter Williams, HireVue’s Director Operations and Client Services. Using the Allegiance survey platform, HireVue emails quarterly relationship surveys directly to its customers, which include recruiters from 20 of the Fortune 100, among others. Additionally, HireVue sends surveys to all job candidates who complete a digital interview using the HireVue platform. The survey asks candidates how they like using the HireVue tool and how the experience impacted their perception of the company for which they interviewed. W W W. A L L E G I A N C E . C O M Hir e Vu e C a s e S t u d y I Cu sto mers f o r L i f e ™ “It’s important to know how the HireVue process is perceived by candidates, because our unique recruiting tools reflect on our customers,” Williams explained. “It’s critical that we know if HireVue is enhancing our customer’s brand or not, and that we obtain feedback from candidates so we can build a better experience for them.” HireVue’s HR department also uses the Allegiance survey tools to glean “Allegiance’s expertise in implementing Voice of Customer (VoC) and Voice of Employee (VoE) solutions impressed us, especially the platform’s analytical tool, Spotlight... We signed up immediately and were up and running remarkably fast.” feedback from employees as part of a corporate strategy to constantly – Porter Williams, HireVue’s Director Operations validate and improve the company’s award-winning work culture. & Client Services RESULTS – HIGHER CUSTOMER SATISFACTION According to Williams, both customer and candidate surveys have uncovered valuable insights that impact the bottom line. For example, a recent quarterly survey revealed marked dissatisfaction from customers migrating from HireVue’s old platform to a new one, and Williams credits Allegiance tools with helping the company retain this important set of customers by enabling his team to quickly respond to customer concerns. “This set of unhappy customers represented 20% of our customer base,” Williams explained, “and most were up for renewal. A huge percentage of our customer base might have defected if we had been oblivious to their concerns.” SPOTLIGHT: CONVERTING PASSIVES TO PROMOTERS Williams and his team are now turning to more sophisticated uses of the Allegiance survey and analysis platform. In particular, the team is using the Allegiance Spotlight® data mining tool to quickly find obscure patterns in their mountain of data to help guide deeper analysis. For example, Williams and his team discovered that satisfied customers (those who give a “4” rating on a five-point scale) are more likely to fall into the “passive” category of customers on the Net Promoter Scale (NPS) when compared to extremely satisfied customers (those who give a “5” rating), who are more likely to be “promoters.” With this in mind, he is using Spotlight to identify patterns in the data In addition to retaining valuable customers, HireVue noted a huge jump -- that point to changes in their product and business model that will a 45 point increase -- in customer satisfaction within that same segment turn “passives” into “promoters.” on the next quarterly survey. “Spotlight is identifying patterns that we wouldn’t normally see At the same time, insights from candidate surveys have brought without a lot of effort and time,” Williams said. “Specifically, we about changes to improve the candidate experience and increased discovered that being simply “satisfied” isn’t good enough. This has satisfaction ratings by 55 points. “We can now confidently say that led to a major strategic initiative to earn scores of 5 out of 5 on those candidates, across all demographics, love the HireVue experience, factors that are most likely to lead to someone being a promoter. which is extremely important to our customers.” This aligns directly with the HireVue culture of excellence. You can’t On average, 6,000 candidates respond each month to surveys generated through the Allegiance platform, which analyzes the data and prepares do everything at once so this helps determine what will make the most difference.” account level reports. HireVue customer success managers subsequently HireVue is also looking deeper into a related finding: that customers who share overall candidate ratings and key themes with relevant customers. have used HireVue longer than one year are more satisfied, on average, “We share candidate response data with our customers so they know how our process is reflecting on their brand,” said Williams. “A high satisfaction rating from candidates validates that we are adding value to our customer’s recruiting process, which in turn adds value to our customer’s brand. It’s been a huge aid in driving adoption in a very new than newer customers. “The question becomes: How do we help new customers assimilate and get settled in faster?” Williams explained. “We believe the longer they interact with HireVue, the more they like us and trust us, so we’re looking at how we can create more experiences early on to build affinity and trust faster.“ technology space where people can sometimes have reservations.” “Spotlight is identifying patterns that we wouldn’t normally see without a lot of effort and time. Specifically, we discovered that being simply “satisfied” isn’t good enough. This has led to a major strategic initiative to earn scores of 5 out of 5 on those factors that are most likely to lead to someone being a promoter.” To demo a product or contact Allegiance sales call 385.695.2800 W W W. A L L E G I A N C E . C O M © 2014 Allegiance, Inc. All Rights Reserved.