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:
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.
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)
Randstad USA has used Experiences in numerous ways, but here are two especially unique ways that we used the tool:
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.
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