We transformed the way hiring managers interacted with a large MSP program, empowering them to access contingent worker resources, information, and tools quickly and easily.
Fully customized portal designed in collaboration with the client at no extra cost to the business
Over 900 hiring managers have gone through Helix training
3000 inquiries supported in the first 12 months
Over 80% of live chats accepted within 3 minutes and resolved within 24 hours (if they turn into inquiries)
75% of case inquiries resolved within 1 day
25% increase in managers using inquiry management toll in Q4 2022 & 54% increase in live chat requests
Developing an interactive, customized solution
Developing an interactive, customized solution It was important to our client that this tool was uniquely tailored to their processes and needs – it couldn’t be just a general mailbox or information hub; it had to directly address the needs of their hiring managers and leaders. We collaborated extensively with key stakeholders to design a portal and chatbot that would represent a huge range of internal experiences and inquiries, even seamlessly directing non-contingent hiring requests to the right resources and next steps. This has resulted in a highly customized workforce management portal that can evolve with changing business and hiring manager needs. Users can find answers to their queries quickly by interacting with a chatbot, submitting an inquiry with a specific question on issues like timesheets, provisioning, ID management requests, or performance management, or by chatting live with a member of the KellyOCG program team to receive an instant answer to an urgent query.
Much more than a communications hub
From detailed explainer videos and the latest market insight to benchmarking, thought leadership, and information on our talented MSP program team, the Helix portal is a rich resource for users who want to learn more about contingent workforce strategy and make smarter hiring decisions. It also offers exceptional visibility, with hiring managers able to see the status of their inquiry in real-time – receiving a response inside 24 hours when they cannot find an instant answer using the chatbot or live chat function.
Continuous improvement and expansion
Although we’ve enjoyed excellent client feedback and adoption since Helix went live, we haven’t stood still. We’ve made regular enhancements to ensure the portal is providing the best possible experience for users across the business, and we’re now looking at how RPA (robotic process automation) could add extra value for our stakeholders. We’re also looking at ways to leverage Helix to support our client’s business around the world – even in regions where we aren’t delivering an MSP program. The flexibility of Helix to guide hiring managers to resources and through customized processes makes it a powerful tool for a wide range of hiring needs.
