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2022 Customer Awards: Randstad USA - Bottom Line Savings Rock Star
Company: Randstad USA Company background: Randstad USA is a wholly-owned subsidiary of Randstad N.V., the largest HR services company in the world. It offers staffing and solutions for employers hiring finance, technology, warehousing, administrative roles and more. The organization serves a diverse range of employers, from small mom-and-pop shops to enterprise-level corporations. Its mission isn’t only to fill positions — it’s to place qualified candidates in positions to succeed. Contact: Karen Pace Title: Dir., Social & Content Marketing Related URLs: https://www.tiktok.com/@randstadusa Kudos Category: Bottom Line Savings Rock Star 1. Tell us how you are implementing Khoros’ digital engagement technologies (e.g. community and/or social media management) to meet your customer engagement/experience goals. Please highlight unique programs or campaigns, technical upgrades and/or API usage to help reach these goals. Randstad USA wanted to leverage TikTok, to grow our business. Randstad USA prides itself on being #humanforward, striving to provide best-in-class tech and touch experiences. We focus on connecting with job seekers looking for their new or next opportunity. The TikTok platform gives Randstad USA many new opportunities, but two are particularly important. First, the format of TikTok allows Randstad USA to make more human, empathetic, and expressive content through highly engaging short-form videos. This enables better connection with a growing customer base. The second important opportunity is that TikTok enables Randstad USA to reach a new, potentially younger audience looking to take that next step in their career. Using TikTok natively, was costing us in inumerable ways. Poor native channel analytics meant that reporting had to be done manually, and cumulatively for older videos. True performance learnings were impossible. Our team's time was spent on regular, repeated reporting, and that took away from content creation and ideation. 2. How did the new technologies enable your business or organization to change or drive business impact? Khoros's groundbreaking TikTok integration and implementation was a game-changer for Randstad USA. The value in time, labor, and learning cannot be overstated. Before Khoros, we were using incomplete and ineffectual channel analytics to measure TikTok performance. It was time-consuming and unreliable. Now, we’ve removed the guesswork and painted a holistic picture of what great performance looks like — and that informs our content, efforts, and spend. Khoros has given us the ability to tell the story beyond the numbers. 3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, increased agent productivity, optimizing campaigns, increasing conversion rates or CSAT, increase in digital commerce, and efficiencies gained with collaborating, publishing and reporting). -30% organic audience growth -5,000 - 10,000 organic video views per month -17% organic growth in views per month -more than 2 hours saved per week in tracking and reporting -bottom-line savings were directly impacted by redistribution of labor, adjusted promotional spend, and redirected creative costs2022 Customer Awards: Randstad USA - Partners for Life
Company: Randstad USA Company background: Randstad USA is a wholly-owned subsidiary of Randstad N.V., the largest HR services company in the world. It offers staffing and solutions for employers hiring finance, technology, warehousing, administrative roles and more. The organization serves a diverse range of employers, from small mom-and-pop shops to enterprise-level corporations. Its mission isn’t only to fill positions — it’s to place qualified candidates in positions to succeed. Contact: Karen Pace Title: Dir., Social & Content Marketing Kudos Category: Partners for Life 1. Describe your partnership with Khoros. Tell us about which Khoros teams you partner with (e.g. Strategic Services, Professional Services, Customer Success, etc) and the outcomes you were hoping to drive. Randstad USA had been using Khoros (Spredfast) since 2015, however, they weren't using the tool to its fullest potential. They were using the tool mostly as a scheduler. No segmenting, planning or reporting. We have used Marketing, Experiences, and Product Coaching. We have worked with Customer Success and Marketing, Atlas Teams, Customer Experience & Operations. 2. How have your Khoros partners helped you shape your strategy and align your people and processes? In 2016, our new team met with the Khoros (Spredfast) team to learn about the platform and explore ways to adapt it to our needs. Randstad USA is a complex organization with more than 10 lines of business, 44 social accounts, four initiatives, in three countries. We were able to adapt, streamline, and create a unique model for our needs. Here are a few examples: Plans: Instead of using Plans as a Campaign Tracker/Manager, we used it as an evergreen Line of Business Manager. When combined with Calendar and Reporting, we get exportable, segmented and easily identifiable Content Calendars to share with stakeholders. We worked with the Khoros team to develop this alternative approach to Plans in the early days of Plans and it continues to work for us. Labels: Randstad USA has varied audiences, campaigns, tactics, etc. and we need to provide Analytics and /learnings for all of it. We worked with the team to identify key Label strategies to allow us to report from the 90,000 ft view and develop learnings from the 10 ft view. (example attached) Labels and reporting have allowed us to make social and business decisions that would not have been capable without this tool or the Khoros partnership. (see Randstad USA's Best in Class: Insights Kudos Award entry) Experiences: Randstad USA has used Experiences in numerous ways, but here are two especially unique ways that we used the tool: We used linkable (shoppable) to drive donations for Ride for Myriam. As the tool pulled images into the platform, we turned those images into clickable content that drove users to the donation website. https://www.facebook.com/rideformyriam/ We used Experiences in our first-ever Influencer Marketing campaign in 2019. We partnered with influencers to talk about workplace fashion and pulled that content into website articles. Additionally, we layered in user comments and engagement on the content to enhance the overall story and expand the brand, campaign and influencer reach. Approvals and Workflows: Our complicated structure and varied organizational workflows meant that we needed a strong infrastructure that could be used by users with different access levels from different departments in different countries. Our Khoros team worked with us to develop unique Roles and Users inside of Workspaces. We have four types of Company Admins, and three types of Editors. Even with our complicated system, no post goes to social without moving through a complicated approval process. Khoros helped us understand what was possible inside of a structured and protected system. 3. What successes have you experienced because of your partnership with Khoros? How are you better able to deliver your strategic priorities and deliver value back to your business? Please include metrics if possible. Using the tool in the intended ways, and in creative ways, we were able to have a high-functioning, adaptive, responsive, and extensive partnership tool, rather than just a simple scheduler.2022 Customer Awards: Randstad USA - Best-in-Class: Insights
Company: Randstad USA Company background: Randstad USA is a wholly-owned subsidiary of Randstad N.V., the largest HR services company in the world. It offers staffing and solutions for employers hiring finance, technology, warehousing, administrative roles and more. The organization serves a diverse range of employers, from small mom-and-pop shops to enterprise-level corporations. Its mission isn’t only to fill positions — it’s to place qualified candidates in positions to succeed. Contact: Karen Pace Title: Dir., Social & Content Marketing Related URLs: https://www.randstadusa.com/job-seeker/career-advice/job-hunting/what-to-expect-when-working-with-a-randstad-recruiter-how-to/ Kudos Category: Best-in-Class: Insights 1. How did you identify the customer issue? What data did you use to quantify the problem? In mid-to-late 2020, we noticed a marked increase in potential recruitment scams. Using listening, labels, and reporting we saw that user inquiries and complaints had increased from approx two per quarter to 50 - 60 per week, with a surge in intensity and severity. The volume carried well into 2021. 2. How did you come up with a solution and get people on board? Previously our leadership and legal teams had preferred not to proactively address the issue because they didn't want to draw attention to the problem or cause confusion. We used data and examples to show the increase in instances, negative impact to brand sentiment, and damage to our reputation. 3. What was the impact? How are you turning data into actionable insights? Please include metrics if possible. Because of our report, we decided that it was time to address the issue. In July 2021, we created an article to alert users to the potential scams. We used real examples to guide content and address specific scam tactics. We built social content, email content, user responses, and security protocols to inform and assist users. Example of approved user response: Thank you for reaching out. The people that are communicating with you are impostors. All Randstad US jobs can be found on https://randstad.us/3lKKmtT, and all communications will come from a real randstadusa.com email address (not cloned) and not through a third-party app. Randstad will never send you funds, digital or otherwise, to pre-purchase equipment or to apply. This is a typical tactic for scammers to gain access to your banking data. We recommend that you do not send money or deposit a check into your bank account. Also, if you have provided bank information to the "recruiter" you should alert your bank and notify the police. Learn more about how to protect yourself from potential scams here: https://randstad.us/37uyXGi Please feel free to browse our website for jobs and apply: https://www.randstadusa.com/jobs/ We regret that you have had this experience. Please let us know if you have additional questions. Thank you,
