CareerArc - Award for Innovation in Customer Service
Company: CareerArc, Burbank, CA
Company Description: CareerArc is the leading HR technology company helping business leaders recruit and transition the modern workforce. Our social recruiting and modern outplacement solutions help thousands of organizations, including many of the Fortune 500, maximize their return on employer branding.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Computer Industries
Nomination Title: CareerArc – The Proof of Outstanding Service Is in Our Clients’ Success
Tell the story about your organization's innovations in customer service since the beginning of July 2015 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
Since its founding, CareerArc continues to innovate under one mission: Connect today’s employers with the 21st-century job seeker.
When CareerArc first launched, the terms “Social Recruiting” and “Virtual Outplacement” had yet to be coined: Companies had primarily relied on job boards to hire talent, and employers elected the default brick-and-mortar model of outplacement assistance.
Fast forward to today where the majority of companies now use social media to recruit and engage with candidates, and more top brands are switching to our digital approach to outplacement. Once only serving a handful of early adopters, we now support thousands of job seekers and employers—including several of the Fortune 10, and over 20 of the Fortune 100.
Although neatly summarized here—our journey from outlier to industry standard was not made overnight. Rather our road to product-market fit was paved with countless client calls led by our Client Success Team whose one-on-one, high-touch service helped educate our customers—and in effect, educate the market—one conversation at a time.
This is why, at CareerArc, we don’t use scripts, and we don’t measure our service achievement by the volume and speed of resolved issues. While day-to-day cases do involve technical support, our Client Success Managers (CSMs) are held accountable for results that impact core areas of our clients’ business—hiring, employer branding, and candidate experience.
Working with HR professionals across various industries, our CSMs know that a one-size-fits-all solution does not exist. They must take the time to listen first and fully and develop a talent strategy that maximizes results. Every client experience is unique and customized, fitting our solution to customers' needs—never the other way around.
So when asked for proof of our outstanding customer support, our best evidence is our customers’ success and testimony. Included in this entry are the many examples of our committed customer care:
CLIENT FIRESIDE CHAT: VIDEO TESTIMONIAL
We launched our Fireside Chat Series which brings clients to our campus to share their customer journey so we can learn about their specific challenges, the strategies and solutions we’ve helped execute, and the results of our partnership. The three short videos included in this entry feature Tamara Muhlenbruck, Talent Acquisition Manager at Ulta Beauty, speaking on the strengths of CareerArc’s service and solution.
Standout Results Attributed to CareerArc Partnership:
- 70% year-over-year increase in job applications
- 53% year-over-year increase in hires
“You keep coming to us with the ideas… And that’s really why we have the partnership with you: We want the expertise; we want the knowledge; we want the ideas to help us to continue to move forward.” – Tamara Muhlenbruck, Talent Acquisition Manager at Ulta Beauty
CLIENT PRODUCT ROUNDTABLES: IMPROVED PLATFORM PERFORMANCE
To ensure our clients receive the best and latest technology, we follow an ambitious product development cycle. As partners in our innovation, clients are invited to our Client Product Roundtable—focus group style interviews where we glean valuable insight from user stories on how to improve upon each innovation. This qualitative feedback loop drove surprising results, helping exceed our internal targets for product usage and adoption:
TECHNOLOGY INVESTMENTS: THE LEARN MODULE
Released in 2016, the Learn Module was developed to educate and inspire our client community on the most relevant topics in their industry. Housing a regularly refreshed library of industry-best research, trend reports, product news and training guides, the Learn Module is a true value-added service—a free resource for all existing clients. Please experience the Learn Module through a trial account included in this entry.
OTHER ACHIEVEMENTS INCLUDE:
-Tripled the number of client case studies and testimonials YOY
-Earned 5 Stevie Awards in the past 3 years