Intoo USA - Customer Service Success

Company: Intoo USA, Los Angeles, CA
Company Description: Intoo USA is the US career development and outplacement flagship for Gi Group, a global leader in HR and talent solutions. We provide outplacement services, consisting of a digital platform and unlimited one-on-one coaching, to employees of all levels from companies of all sizes and in all industries.
Nomination Category: Customer Service Awards Success Categories
Nomination Sub Category: Customer Service Success - All Other Industries

Nomination Title: Intoo USA's Coaching Team Guides Candidates Nationwide to Employment in Challenging Job Market

Intoo is the compassionate response to layoffs. Knowing that the most crucial component to career transition is personalized, unlimited, one-on-one career coaching, we connect candidates with professional coaches faster than any other provider to accelerate that next step in their careers. Our coaches have always been available seven days a week for resume and LinkedIn profile writing, personal branding, networking strategies, interview techniques, and more.

Intoo’s focus on personalized coaching and technology innovation enables organizations of all sizes to protect their employer brand throughout the employee lifecycle. Our flexible solutions enhance the candidate experience, career mobility and workforce transition for our clients while delivering better results as employees depart their organizations, with candidates landing nearly 2.5x faster than the U.S. national average time it takes to find employment (U.S. Bureau of Labor Statistics, November 2020).

Our coaching team is perhaps the most vital aspect of our people-focused solution, and the customer service they provide daily is what makes our program so successful and our customers so satisfied, as reflected in the 97% satisfaction rating they’ve given our coaches.

Outline the organizations customer service achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

The economic conditions caused by the pandemic resulted in a surge of layoffs nationwide last year. As a provider of outplacement services, the demand for our services, including career coaching, increased suddenly and dramatically.

We had to ensure that this demand was met, while retaining the quality of service and experience our clients have come to expect from our experienced coaches, 92% of whom have Master’s Degrees, and 100% have at least five years of career development experience.

As we saw demands for coaching increase by 87% in the first five months of the pandemic, we were successful in adapting to and meeting those needs. We quickly increased coach staffing by more than 22%, while maintaining our high standards of career coaching credentials and experience.

Throughout the last year, our coaches maintained an average rating of 4.7 out of 5 stars from job seekers, even with the increase in work resulting from the pandemic.

The pandemic also brought new situations and conditions that our coaches needed to prepare candidates for and which we quickly adapted to. We created new coach-led content, including guides and videos, to address candidates’ challenges of conducting a job search in a socially distanced and/or remote recruiting situation. Our team also met more frequently to share new thoughts, ideas, and resources available to assist the candidates as the market evolved.

Explain why the customer service achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):

Our coaches always stay current on marketplace trends and best practices in career development. However, the pandemic caused a need to quickly evaluate how candidates should approach their job searches in the middle of market upheaval and a shift to remote work.

Then, with this guidance in mind, coaches had to meet increased candidate demand (in numbers and hours), and counsel them through what would already be a challenging time, made more so by the new scenarios brought about by the pandemic. As shown in our attached testimonials, the coaching team far exceeded expectations, as candidates continued to find work and renewed confidence in this difficult market with their help.

While our coaches always work remotely, many of them did so while also managing the needs of their own families during lockdown and remote learning. We are particularly appreciative that they met this incredible challenge and simultaneously helped so many candidates move forward in their paths to new employment.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

We have included several candidate testimonials supporting evidence of the amazing work our coaching team did during the award period. We also included some of the content they created to help candidates in their pursuit of new employment during this challenging time.