We transformed the way hiring managers interacted with a large managed service provider (MSP) program, empowering them to access contingent worker resources, information, and tools quickly and easily.
The challenge:
A global agricultural manufacturing company was undergoing an internal restructure — meaning many new (and new to their MSP program) hiring managers needed to acquire external talent but were unsure how to get started.
The solution:
We created a fully customized, one-stop contingent workforce hub and communication portal within our Kelly® Helix technology platform. The single portal is home to a smart chatbot, live chat, and inquiry management tools, as well as explainer videos and market insights.
The result:
Hiring managers and leaders can now quickly and simply access contingent workforce information and resources or easily communicate with the KellyOCG® program team for expert advice and guidance.
Transforming access to contingent workforce tools.
We’d been working with this global business leader for more than a decade, delivering an MSP program that spans the U.S. and Canada and supports approximately 3,000 contingent workers.
When the company went through an extensive internal restructure, many new hiring managers were unsure how to access external talent effectively or how to best communicate with the program team. Although an existing SharePoint site hosted useful information, it was outdated and attracted low traffic volumes, and a general mailbox was too slow to access vital information efficiently.
To solve these challenges, we worked with the client to create a new, fully customized, and highly interactive program hub using our Helix tech platform. This one-stop portal has transformed how stakeholders across the business access contingent workforce information, tools, and resources.
Key results:
We’re now several years into our journey with a fully customized Helix portal, designed in conjunction with the client, at no cost to them. Recent results for a full year include:
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5,800 inquiries were supported.
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92% of live chats were accepted within 3 minutes.
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79% of case inquiries were resolved within approximately 1 day.
Developing an interactive, customized solution.
It was important to our client that this tool was uniquely tailored to their processes and requirements — 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 such 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 insights 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 going live, we haven't stood still. We've made regular enhancements to ensure the portal provides the best possible experience for users across the business. We’ve introduced automation and generative AI as well, which has added 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.
