Click on the images below to read each Changemaker's story:
A Note on Change in the Current Landscape: As COVID-19 continues to leave an indelible mark on the industry and the lives of those in it, recruitment companies must contend with difficult decisions every day. Amidst these challenges, it’s never been more important to implement positive changes that help deepen your candidate and client relationships, increase productivity in a newly remote landscape, and improve the overall efficiency of your business.
To help provide a blueprint for this transformation, we’re spotlighting those who have successfully championed a technological change within their organisation.
P.S. We also have specific information and offerings related to the COVID-19 crisis; check out these resources and free offers for Bullhorn customers and recruitment companies.
Making a change isn’t always easy, especially when the world around you and your business is changing in unpredictable and challenging ways. So why expend the resources and effort to shift from the status quo? What are the benefits of making a change now and what challenges can you expect as you pursue one?
We interviewed recruitment professionals from around the world to gain insight into how they navigated change within their businesses, why they chose to champion change from within, and the benefits of their efforts, from improving productivity to deepening candidate and client relationships.
Read on to discover the stories of these Global Changemakers.
Ashley Porter >>
The "Expansion Expert"
Paul McArdle >>
The "Cloud Champion"
James Louttit >>
The "Agile Advocate"
Justin Thomason >>
The "Marketplace Maestro"
Tjeerd Putters >>
The "Transformation Trendsetter"
Leontine van der Blom >>
The "Growth Guru"
Oliver Perry >>
The "Metrics MVP"
Jason Flanagan >>
The "Partner Proponent"
Chelsi Clifton >>
The "Development Driver"
Philippa Smith >>
The "Reporting Rockstar"
Joy Lillis >>
The "Research Renegade"
Kate Condick >>
The "People Person"
Country: United States
Business: The Planet Group
Role: Vice President, Global Operations
“If there was technology out there that could help us expand our reach, we needed to invest. Being a part of that change was important to me because I’m invested in our organisation and its success. If you keep to the status quo, and you become resistant to change, you’ve placed yourself behind your competition.”
Bullhorn ATS/CRM - Bullhorn Canvas - Bullhorn Time & Expense
Bullhorn Marketplace: Kyloe Partners, 1Staff, TextUs, SenseHQ, Asurint, Employstream, Monster, Fuze
The Planet Group was founded in 2009 during a difficult time for the economy. In order to get the business up and running, Planet chose a lightweight recruitment platform that provided basic functionality at a reasonable cost. However, as the organisation grew and added new brands, Ashley and her team realised that their technology was not built to grow along with them.
The Planet Group wanted to leverage tools that could truly help the organisation. Many of their team members had previously used Bullhorn and strongly recommended it. Through a detailed vetting process, including referrals and demos, the team decided on Bullhorn as the best solution to streamline their technology and expand their brand.
In order to successfully make the transition to Bullhorn, The Planet Group utilised a team of implementers who understood the importance of the change. Planet consistently communicated the improvements in progress to ensure that everyone was kept up-to-date and had input throughout the process.
Leadership expressed concerns about a lull or decrease in business activity during the transition to the new technology. Ashley and her team worked diligently with leadership to eliminate any possible disruptions to business flow and productivity. She made sure that everyone had a seat at the table when making decisions, from Sales and Recruitment to HR and Accounting, across the global regions they served.
By changing their technology, the Planet Group sought to increase the quality and speed of delivery. They analysed production differences between their old system and Bullhorn, including streamlined processes and workflows, the volume of jobs and placements added to ensure they made positive impacts. When they started to analyse their success rate after the first 3-6 months, they saw significant improvements across the board.
In the three years since the change, Planet developed their own ongoing educational materials to highlight key differences and to minimise any areas of difficulty. The implementation team still meets regularly to help the organisation leverage the Bullhorn suite and Marketplace partners in the most efficient way.
Why make a change now?
“We scaled to a level where we realised we couldn’t successfully operate in a system that didn’t work for us. The previous system did the bare minimum, which sufficed, but it didn’t do anything to propel us into success. To be the best, we had to invest in the best. We needed a system that didn’t just host our data, but a system that interacted with it.”
What were the roadblocks to change?
“There’s always a period of adjustment and adoption. It could be the best system in the world, but as with any transition, people are required to change their everyday line of thinking and dedicate the time to learn.”
How has making a change helped your business?
“The user experience is unparalleled. The ability to interact with our data drives strategic business decisions on a global scale. The technologies and the platform are seamless. Each and every new employee has expressed how user-friendly and smooth of a transition it has been.”
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VP, Global Communications,
"In a rapidly changing economic landscape, the time for brave and bold decision-making is now. We've seen it time and time again throughout the past fifty years - the companies that anticipate market changes and embrace opportunities to innovate inevitably succeed while their less observant counterparts fail. We know that digital transformation is one of the top five opportunities for global staffing firms and we also know that the cloud affords productivity and continuity in times of crisis. Future-proofing your business isn't a matter of whether, but when."
Country: United States
Business: MATRIX Resources
Role: VP of Recruiting
“The ability to create solutions to meet real business problems that we have is huge. Being able to apply the Bullhorn Marketplace to meet our needs and leverage these partners to devise, develop, and implement a solution that will work best for our unique team has really made a difference.”
Bullhorn Marketplace: SenseHQ, Daxtra, Monster, Recruitics
When Justin first joined MATRIX, they were using a few different systems that they tried to fit together, making it difficult for both current employees and new team members to be set up for success. They began looking for a solution that would truly help their employees and provide the data the team needed to plan appropriately and see what was going on within the business.
From candidate ownership to documentation to recruiter expectations, lack of process allowed some employees to be highly successful but didn’t maximise the potential output that an organisation has. With 13 different offices, it was crucial to get each office on the same process to create consistency across the organisation.
The main challenge that MATRIX faced when navigating the change to Bullhorn was adoption across the organisation - getting employees to use the technology most effectively, which would lead to better results on the recruiter level and higher performance for the company overall. For example, documenting notes correctly within Bullhorn was crucial so that the team could get a true representation of what was actually happening within the business, but many recruiters weren’t used to documenting all of their information in one system.
Since making a change towards digital transformation, the MATRIX team has been able to improve placement rates and adopt a more agile approach to their business now that the team is better connected to each other with increased visibility into the entire recruitment process.
But most importantly, the team is better set up for success and is already seeing the results of delivering a top-notch candidate and client experience: MATRIX was awarded the Best of Staffing Diamond Award for Client and Candidate Satisfaction from ClearlyRated in 2020.
“Changes are tough and when you have a company that is growing and profitable, you think why is this the time to make a significant change? Getting people to look a few years down the road at the vision of what we could be was key to getting everyone on board with the transition. If we’re investing in technology and the process the way that we should, we should see our teams be more productive since they are set up to achieve higher results and be more efficient overall.”
“To scale, adoption is hard and we have 185 recruiters across the company, so when you make a change to the technology/tech stack, it can be a lot to ask to make sure we’re adopting technology the right way.”
“When you’re passionate about an idea that’s going to actually make people's lives easier, help them make more money, help them make more placements, help them grow professionally, I think that was the big thing. Bullhorn is really the glue—it’s the canvas on which we paint everything every day.”
Business: Trust in SODA
Role: Principal Consultant
“I knew I could use Bullhorn better for myself to make more placements and understand my market better. And if there was a better way for me to be using the system, then the entire team should use it better, too.”
Bullhorn Marketplace: Sourcebreaker, cube19
Oliver joined the Trust in SODA team when they were already established Bullhorn users, but he quickly realised that the team was not using Bullhorn to its full capacity. This made it difficult for Oliver and the rest of the team to successfully recruit and place candidates.
Every consultant had their own spreadsheet for their book of business, including tracking clients, open jobs, or qualified candidates. With everyone on a different system, visibility across the team suffered, making it difficult to start meaningful connections with candidates and clients.
Oliver wanted to market correctly to candidates and clients, shying away from spamming communications out in favor of proactive and accurate outreach instead. But, with a lack of quality data in the system, he knew he would have to be proactive to ensure the business—and his career—could grow.
After diving into the analytics and metrics to gain insight on how the team used Bullhorn, Oliver met with key stakeholders across the business to get buy-in and provide the vision for how Bullhorn could look if everyone adopted key best practices. There were also duplicate records in the system, so Oliver and the team needed to clean up the data and show the team how to approach adding records in the future.
After leadership was on board with the changes, Oliver had to tackle the next challenge of getting everyone on the same page. Oliver, working out of the Dublin office, traveled to the other offices in London and Manchester to hold training sessions for more than 100 consultants. He created resources to showcase the vision of what their system could look like if they implemented the much-needed changes and adopted a new way of adding and managing data.
Trust in SODA focuses on measuring the quality of their contacts, clients, and candidates within each geographic area, rather than just the quantity. Previously, contacts were being added into the system but then were never able to be reached because of inaccurate data. Now, the team is able to more closely measure and report on their communications since they are qualified, relevant connections.
As a result of championing this change to better usage and adoption of Bullhorn, Trinnovo Group, Trust in SODA’s parent company, named Oliver their 2019 MVP. The entire organisation voted to award Oliver with this title after his dedication to training the team on best practices and ensuring ongoing success with Bullhorn.
“It was quite evident that Bullhorn wasn’t being used to its maximum capacity and both the data quality and quantity were lacking. We needed to get to a point where our data was correct, and therefore our candidates and clients would receive relevant communications based on accurate data, proving our value as a company. If you have a CRM that is accurate and scalable, it’s easier to bring new employees on, get them up to speed, and have them get value out of the system.”
“There was resistance initially when consultants didn’t immediately see the benefits. They had their routines in place already, so we had to get those users to truly adopt the new approach rather than us just delivering the changes. Following up and getting consultants to see the benefit of the new way of doing things was key.”
“We’re now adding quality data to the system correctly, which leads to better conversations and a better candidate and client experience overall. There’s definitely been a positive change with consultants using the system effectively and then seeing the positive results from that effort.“
Regional VP, Enterprise,
“People are the key to growing staffing agencies. Both the candidates and the recruiters experience change for the good in their daily lives so they naturally expect that their business environment follows suit. Forget “we’ve always done it that way” and empower the folks on the ground with the leadership vision.”
Country: United Kingdom
Business: Silver Swan Recruitment
Role: Managing Director
“I think we’re more streamlined and effective as a business, my reporting is easier, and it’s a better experience for the candidates now that they can track where they are in the recruitment process.”
Bullhorn Marketplace: Textkernel
The Silver Swan team was in the process of building their own integrated job board when they realised it would not integrate properly with their CRM at the time. Pair this with their existing concerns over reporting capabilities and poor customer service around those reporting concerns, and Philippa’s team knew they had to make a change.
The goal, aside from getting on a system that would work with their new job portal, was to get everyone on a platform that was easy for the consultants to use and that would provide accurate reporting and insights into the business.
Consultants were using different excel spreadsheets alongside the CRM, making it difficult to find the data they needed. Silver Swan works with clients all over the world, with a majority of clients local to London or Dubai, so getting everyone on the same platform with consistent information - that they could report on - was crucial.
Philippa’s main roadblock when making the change was getting everyone on board with the timing and reducing any negative effects of downtime. Silver Swan was already developing their jobs integration and couldn’t put the project on hold.
There was also a concern with making sure their valuable data was successfully migrated from their current system to Bullhorn. Since accessing improved reporting was a key driver in making a change in the first place, data accuracy throughout the change process was vital.
Since making a change, Silver Swan has been able to fully utilise their job portal integration and can accurately report on key business metrics using ATS/CRM data. They are able to contact Support services efficiently, getting a quick resolution to their questions. With the inclusion of Textkernel, they can conduct more targeted candidate searches and ensure they are making the best connections between candidates and clients.
Even better: Silver Swan has been more successful in converting current clients, the team is able to get more done each day, and the consultants have seen an increase in candidate placements.
“The crux came when we were developing our integrated job board and our previous system was limited and we were forced to look for a new system because our current system was never going to work with our new piece of technology. In order for the development to continue and our business to grow, we had to move.”
“Nobody likes change, so there were some eye rolls from the consultants along the way. If it was up to them, they wouldn’t do anything, but once I explained the benefits of making this change and how it would improve their jobs, they got on board.”
“User experience has definitely improved on Bullhorn and internal processes are easier now, including setting up and tracking KPIs and reporting on key metrics. I think we’re more streamlined and effective as a business, my reporting is easier, and it’s a better experience for the candidates now that they can track where they are in the recruitment process.”
Country: United States
Business: Per Sé Group
Role: Director of Technology
“The chance to make a significant impact with an organisation that was ready, willing, and able to execute on technology innovation has been exciting since day 1. Change starts from the top with an organisational willingness to put the necessary resources in place to help our team achieve and exceed our goals.”
Bullhorn ATS/CRM - Herefish by Bullhorn
Bullhorn Marketplace: Employstream, CloudCall, Daxtra, Employdrive, InsightSquared, TextUs
Jason joined Per Sé Group after Chris O’Neill, CEO and President, recognised the importance in investing in technology in order to remain at the forefront of recruitment technology and innovation. Chris knew that efficiency and productivity for the entire organisation would improve if the team adopted better ATS/CRM practices and incorporated more Bullhorn Marketplace partners into their technology stack.
With this commitment to technology, Jason began by focusing on the Per Sé technology inefficiencies and evaluating the business’ core processes. From operations to sales and recruiting to back-office, Jason quickly discovered key areas of the business - such as productivity, user experience, and revenue - that could be further improved using Bullhorn Marketplace partners geared towards those goals.
For Jason, there were two key challenges in the way of getting the most out of Bullhorn and the new Marketplace partners: time and adoption.
Since the entire team at Per Sé Group is passionate about technology, their eagerness to adopt many new tools at once often worked against them and they found themselves slowed by the drive to do everything.
Second, Jason knew that getting the team to adopt the new practices and technologies would be key to ongoing success. Having used tools in the past that were not up to par, Jason focused on ensuring the Marketplace partners were the right ones for the team.
Through discussions with key stakeholders, user feedback, and ongoing training classes, Jason’s team has been able to keep the changes moving forward rather than getting stuck or stalling progress.
Since successfully navigating the change towards better ATS/CRM adoption, plus adding new Bullhorn Marketplace partners to their tech stack, the team has seen numerous improvements across the business, and the Per Sé team already has ideas for what to focus on next.
Not only had the team seen gains in revenue, efficiency, and key recruitment metrics like starts, but Jason has also noticed an improvement in his team’s user experience. Overall, the business has doubled down on its dedication to technology and it’s clearly paying off. With the core platform and tools in place, Per Sé Group can now focus on growing the business and continuing to provide a great experience to their candidates and clients.
“We were constantly reinventing the wheel. We would do something and then there’d be change or turnover and later, someone would recreate the same thing. We figured if we can make things a little bit easier to repeat over and over again and make sure it’s the right process from the beginning, it will only help with efficiency and productivity gains.”
“There’s always the challenge of adopting new technologies and breaking old habits. We’ve had technologies in the past that didn’t work the way we needed and the adoption of them was slow. Adoption challenges are certainly reduced when something is introduced and it does what you promised it would do.”
“We’ve definitely seen a jump in efficiency and starts, which coincides with a jump in revenue. Our recruiters are more productive and I think this will continue as we maximise what we have in place and continue to implement more tools. Everybody likes getting their job done easier, faster, and better.”
VP, Bullhorn Consulting Services,
“You have to sense change coming and be prepared to be ahead of it. Those who sit by and dig their feet in the ground, don't survive or grow. It's scary to change your process, especially one that is long-established and has worked for you, but it really is important that people not just pick what they have now and put it on new software.”
Country: United States
Business: Ellig Group
Role: Managing Director
“Because of the limitations of our previous system, we couldn’t pull the data we really needed. With Invenias you can do really complex searches and pull out what you need from the system. Now we have much better research results.”
Invenias by Bullhorn
As an executive search firm, Ellig Group utilises its existing network for 50-60% of its candidate outreach, so the company relies heavily on its database for key insights and search results in just a few clicks. However, up until 2018, the team used a legacy system that slowed efficiency to a halt: they had to conduct searches manually, sending to a mailing list was cumbersome, and a lack of new features or innovation meant the search process wouldn’t ever get easier.
Joy Lillis, the Managing Director of Ellig Group, and her team needed to be able to conduct robust searches, communicate effectively to their customers through a centralised portal, and generate reports to better understand areas for improvement— capabilities that their system just didn’t have. Joy used Invenias by Bullhorn at a prior job and knew that it was the solution that fit executive search and their analytical needs the best.
The first obstacle Joy encountered during the change process centered around cost, so she focused on showing the CEO the benefits of a new system. To prove the necessity for a change, she conducted a cost ratio analysis and compared the features of their old system to what they’d have access to with Invenias by Bullhorn.
Second, Joy and the rest of the team needed to adopt the new system and be trained to use it. Ellig Group used the power user approach: Joy and one other colleague answered questions and provided hands-on training to encourage adoption.
With a steep learning curve between the old and new systems, it was crucial to get everyone acquainted with the new system to ensure ongoing success. So far, they’ve found that new hires ramp up quickly. They’ve also discovered that everyone has adopted the system well since making the initial transition.
Ellig Group made the change in order to win more searches and decrease time to close—both of which they’ve been able to achieve. They can now conduct deeper research into why they win searches using Invenias by Bullhorn’s reporting functionality. The customer portal has played a key part in streamlining the search process and providing a better client experience.
Furthermore, Joy’s team has improved their marketing efforts with targeted mailing lists, cut down on time wasted, and they’ve streamlined the entire recruitment process. These improvements help Ellig Group, but more importantly, help their clients provide the best candidates for their open searches.
“With our old system, it used to take us forever to put together reports because we would have to do it manually. Our previous system didn’t have a good analytics platform or a customer portal and it took a long time to do upgrades. It wasn’t cutting it in terms of what a tool should be doing and the vendor didn’t have partnerships with other technologies. I felt we could do better.”
“The biggest challenge was the learning curve. We needed to get training and it can always be overwhelming for people that aren’t used to working with database systems. There’s so much you can do with it that it’s almost overwhelming to learn all the possibilities. There’s a lot to take in with such a powerful tool, it’s a blessing and curse at the same time.”
“I believe research is the foundation of any search, and Invenias by Bullhorn has helped make that process better. We can put people into the system, search through data, and contact people more quickly. We’re able to produce better results for our customers, which makes us more successful in the long run.”
Country: The Netherlands
Business: Florys Group
Role: Marketing Director
"We want to continuously optimise the candidate experience within the organisation. Bullhorn plays a key role in achieving that. We are looking to the future, while also exploring other tools that integrate with Bullhorn to do this in an even better way."
When Tjeerd joined Intro Personeel, a brand within Florys Group, as a recruiter, he saw that the need for change had existed for years. The organisation worked with UBplus, a remuneration package, which also functioned as an ATS/CRM. The company had grown and their solution no longer satisfied their needs.
The team at Intro Personeel lost a lot of time on manual tasks, including preparing CVs and searching for candidates and vacancies. They wanted to make better use of their own database. With seven branches, it was crucial to ensure that candidates and vacancies were shared between the various branches. Coupled with the growing size of Intro Personeel, it was clear that it was time to switch to a more robust recruitment solution.
The next step was to get this change on the strategic agenda. After his promotion to Director of Innovation, Marketing, and IT, Tjeerd worked on creating support among key end-users. Luckily, Intro Personeel mainly consists of junior employees who are hungry to improve. In addition, most of Tjeerd's colleagues realised that there was now an enormously high mental workload. For many recruiters, candidate and client data lived only in their heads, which created a lot of pressure on the rest of the business.
It was also important to include all the different suppliers throughout the change process. To make sure this went well, Florys created a steering committee. The steering committee took care of the implementation of Bullhorn with both internal and external stakeholders. This included an external IT partner that could provide valuable and independent advice. From web developers to the back office team, eight to ten technology partners came together for a kick-off to discuss the progress of the project to ensure a successful implementation. And with success: all partners involved in the original movement towards change are still part of the tech stack at Florys. No one said goodbye; Bullhorn was just an important extra piece of the puzzle.
Since the change towards digital transformation, Florys can see the positive effects within the entire organisation. Recruiters have more time because of the reduction in administrative tasks and turnover is declining. With various integrations through the open API of Bullhorn, they can generate even better management reports.
The organisation is currently exploring new pieces of the puzzle: marketing automation and candidate experience tools that can contribute to improving services. The team is working more efficiently and therefore has more time for things like building real relationships with candidates.
"Innovation is important and software is becoming more and more integral to overall business success. The role of the recruiter is changing. When I took on the role of Director, it became easier to bring this change to attention and make it happen. And luckily, the timing worked out!"
"I'm actually most proud of the adoption of Bullhorn among the employees, both at Intro Personeel and at our software partners. We were going to replace the basic process with a better one, but it wasn't as if we were saying goodbye to partners with whom we had a long working relationship. On the contrary: those close relationships ensured that together, we were able to achieve this change successfully. The entire organisation is very positive about the ease of use and speed. We see now that people have time for other things."
SVP, Product Management,
“Recruiter productivity is paramount to staffing agencies, regardless of whether the market is candidate- or job-driven. Making smart technology choices enables recruiters to be more efficient, allowing them to focus on what is most important: building strong and long lasting client and candidate relationships.”
Business: The Panel
Role: Director & Managing Partner
“Bullhorn is more than a CRM - it is a recruitment management hub. It is a best-in-class cloud platform partnering with best-in-class recruitment technology providers. This was another key factor in us moving to the Bullhorn platform.”
Bullhorn Marketplace: Daxtra, cube19, CloudCall
Having been in the recruitment industry for 30+ years, Paul has a good understanding of what his firm, The Panel, needs to be successful, including efficient employees and reliable, future-proofed technology. However, their old system didn’t set The Panel up for success. Between subpar customer service and outdated technology, Paul knew they needed to transition towards better technology.
While attending RAE UK, Paul quickly saw that cloud-based technology could ensure his team would achieve their business goals while having the flexibility and freedom to work from anywhere. Their technology at the time utilised remote access technology, which Paul found limiting. In order to continue to grow the business, Paul knew a cloud-based system was the natural next step for his team.
Learning and adopting a brand new system presented its own set of challenges for Paul’s team, including determining key differentiators between the old and new platforms to ensure that each user was able to successfully adopt the new way of doing things. This required investing time and resources into training employees on best practices. To keep the momentum going, Paul’s team still holds weekly training sessions to ensure ongoing success with Bullhorn.
Another key roadblock to overcome was the price difference between The Panel’s legacy system and new technology. Bullhorn was more expensive than their previous solution, so a thorough cost analysis was necessary. Knowing that a) the business had to move to the cloud eventually and b) “you get what you pay for” helped make this decision a bit easier for senior management, and once everyone saw the benefits of embracing digital transformation, changing their technology was a no-brainer.
After making the change to Bullhorn and newer technology, The Panel is able to better run their business using data-rich insights gathered from the ATS/CRM and cube19, something that wasn’t as attainable on their previous system.
Bullhorn users at The Panel are finding success within the system and are noticing gains in productivity and candidate/client experience. The Panel created an internal User Adoption Team made of superusers that run weekly training sessions to help the team adopt the system, increasing buy-in and leading to an overall successful implementation.
“When I went to RAE UK, I realised that technology had grown so much. Our existing system was like a stick shift car with manual gears but Bullhorn was fully automatic. The possibility of using Bullhorn as a hub for other technologies was very exciting. It was a mix of frustration with our current product and looking around at the possibilities that existed with a system like Bullhorn.”
“We knew we had to go to the cloud eventually, and once we looked at cloud options, the prices weren’t that different after all. When we started to think about future-proofing our business, moving to a more-expensive cloud system was an investment for not just today or tomorrow, but for the next five to ten years of our business.”
“We are future-proofing our business. We needed to get on the cloud to take advantage of the best cloud products. We want our recruiters to have access to the best recruitment technology so they can provide the candidates and clients with the best results. Recruiters speak to candidates about roles they have a general interest in and clients see candidates that are relevant to the vacancies they have.”
Country: New Zealand
Business: Tribe Recruitment
Role: Head of Knowledge & Research
“Every day, we’re navigating our way through new opportunities, tools, and apps to develop our business, internally and externally.”
Bullhorn ATS/CRM - Bullhorn Onboarding - Herefish by Bullhorn
When Tribe was first founded, its founders knew they wanted to operate differently from their competitors. They recognised that recruitment has its own unique technology needs and they wanted those game-changing tools at their fingertips. Chelsi and her team sought to evolve Tribe’s capabilities and tools and earn the reputation of technology leaders within the competitive recruitment industry.
Chelsi knew Tribe needed to identify and implement a new ATS/CRM given the growth of the agency in just four short years. Their consultants had outgrown their old ATS/CRM and the organisation knew they needed a more sophisticated system as they moved to their next phase.
For any small to medium business, there’s never a perfect time to implement change, especially given the nature of the recruitment industry. Finances were also a major considering, as there were significant upfront costs and long-term investments. Chelsi and her team were fortunate to have the business’ full trust and support once they completed the due diligence process and presented the business case to make the change to a new ATS/CRM.
Once the change was put in motion, Chelsi made sure they had a clear project plan and timelines for her team. The entire business remained informed on what to expect via clear and concise communication, ensuring the team embraced the new systems.
Since making the transition 1 year ago, Chelsi and her team are discovering new features and capabilities every day. She maintains open communication with all members of the team to constantly tweak and refine the system to better reflect Tribe’s evolving business practices.
The leadership team now has clear visibility on where the business stands at all times via access to key reporting metrics. Consultants have more structure and are now able to see their activity goals and personal KPIs, resulting in better adoption and usage of the system. Further, the use of automation has given Tribe great time-saving and efficiency gains across the business.
“We needed to ensure that every data point in the business is collated via our ATS/CRM. There are still some practices that need work to make this happen but the changes so far have ensured we are able to rely on and trust in the system.”
“As a small business, price and implementation cost was an obvious barrier to overcome along with allocating dedicated resources to effectively manage the process, our data, and the roll-out.”
“We’ve seen an increased number of roles filled from our database, which is a direct result of increased usability, searchability, mobility, and clean up-to-date data.”
Principal Software Architect,
“With change comes innovation. When companies embrace change and work towards digital transformation in their organisation, it will enable their employees to think of ideas and solve problems in new, efficient, and innovative ways, thereby setting themselves up in the path of success.”
Business: Cpl Resources
“The important thing for me was actively communicating the changes to our colleagues outside of IT. Making sure people feel that they’ve been heard before the change and then can see the positive results is huge.”
A few weeks after joining Cpl, James recognised there was a need for change within the IT department in order to improve the overall responsiveness of the team and the effectiveness with which colleagues were using their systems including their recruitment software: Bullhorn Jobscience. To learn more, he went out into the business with his favorite tool—Post-It notes—and asked the entire office to write what worked and what they would change within the IT department.
The good news: everyone thought the IT team was made up of great people. The bad news: there was a lack of transparency into the IT team’s processes. People didn’t know when their requests would be completed and didn’t understand why some work was not prioritised. This led to a lack of adoption of Jobscience, which meant that people had to work harder than they should have to provide a great experience to candidates and clients.
Issues with the system which were raised by the business were dismissed because there wasn’t data to back them up. James had to gather more information on the frequency of the issues and dive into what his team could do about it. Cpl needed a better process to help prioritise IT requests and to ensure the business continued to grow and to maximise the use of Bullhorn Jobscience.
Team members at Cpl had been used to requesting stuff from IT without having to explain why it was needed, which led to urgent asks being prioritised over important requests on a daily basis. This became the main roadblock for James: he had to shift the mindset of his colleagues and get them to make the business case for changes they needed, proving the value of the update before IT tackled it.
Originally, recruiters and others at Cpl were reluctant to make the business case because they didn’t know how to and they thought it would take a long time. In the past, they would submit Help Desk tickets and then grow frustrated when the tickets were delayed or dismissed. With an agile approach, changes are more inclusive, engaging, and the organisation better values the IT team.
James also held one-on-one meetings with the senior leadership team to understand their frustrations and led brainstorming sessions so that everyone had input and was on board with the changes.
Now the entire organisation is bought-in and on-board with the agile development method, allowing them to use Bullhorn Jobscience much better. Members of the business write very short business cases for changes that they think will truly benefit Cpl and explain how, and why. The team holds regular prioritisation meetings to ensure full transparency into the work they’re doing and how it helps the organisation.
The number of Help Desk tickets has declined, proving James’s method is working and that IT is successfully communicating their Bullhorn Jobscience updates to the business. Rather than being bombarded with frustrated colleagues, James’s team can focus on making changes that truly benefit the team and will help recruiters be more successful with Bullhorn Jobscience.
“We had an IT team focused on operations but not necessarily on delivering change. The business often had a difficult relationship with IT. Whenever someone saw a bug, they didn’t get good answers as to what’s happening. We didn’t have good communication with our own IT team to understand the status of requests, why certain changes were happening, or why changes weren’t completed.”
“If the decision between the two options is close, it doesn’t matter which one you choose. It matters more that everybody gets behind the one you chose and moves forward with it together. It’s fundamental that everyone is on board."
“The bottom line will take care of itself if you do everything else right. Since making a change to agile software methods, we’ve had phenomenal results. Now, people want to tell me the IT team is doing a great job as opposed to how frustrated they are with the platform. The conversations now are more positive and we can all get on with serving our clients and candidates exceptionally well”
Country: The Netherlands
Role: Manager Recruitment
“Before the change, we noticed that we were using a system where we were not able to get insights into all the steps within our process. It was not clear through which channels candidates were coming in and we couldn’t measure the time-to-hire. That needed to change.”
Bullhorn Marketplace: OnRecruit
Leontine started at Eiffel as Manager Recruitment in April 2019. Before that, she had worked in recruitment for several years within both agencies and international organisations. When Leontine started at Eiffel, the work to improve the team’s current recruitment processes began as well. The organisation didn’t use a centralised system and they didn’t have brand awareness within the industry. It was time to take Eiffel to the next level and further grow the company.
For Leontine, it became clear quickly: Eiffel needed an Applicant Tracking System (ATS) to improve the candidate experience and get more insight into what was happening with their candidates. With a clear wishlist, Leontine made the choice to partner with Bullhorn in 2019 and take the next step towards digital transformation by better utilising Eiffel’s ATS/CRM data.
In order to grow, Eiffel had to innovate. Leontine noticed that the system they worked with previously didn't provide insights into the recruitment process; you could only see the most recent status of a candidate and it was never clear from which channel the candidate had come.
Now, Leontine and her team are in the process of rolling out Bullhorn to the organisation. Leontine recognises that getting to know and adopting a completely new software brings some resistance. Recruiters need to learn how to use Bullhorn ATS and figure out the most efficient ways to make the system work for them. Eiffel invested time and resources into training their recruiters to make sure the solution fits the company as well as possible, including creating a complete manual to make the adoption process smooth.
Even though they have only recently implemented Bullhorn, Eiffel already sees the positive effects within the entire organisation. They now have insights into which channels are more successful than others, the integration with Bullhorn Marketplace Partner OnRecruit helps provide a clearer understanding of the candidate journey, and their dashboards are taking shape. With these changes, Eiffel can make better management decisions to grow the business.
Eiffel is already thinking about the next steps to further optimise and digitise their processes. By keeping a close eye on technology trends, they want to make use of innovation to create the most efficient recruitment process possible. The efficiency of the team has already improved, which means recruiters are able to focus even more on what really matters: the candidate experience.
“I was hired at Eiffel to make a change within the organisation. We wanted to realise a certain growth as a company and transform it into a data-driven recruitment team. You really need a powerful ATS/CRM for that. It’s the backbone of recruitment.”
“We used to have a system which didn’t give us any insights into processes, it was not clear where candidates were coming from, and we couldn't measure time-to-hire. We needed to make a 180-degree change. Otherwise, we would not be able to achieve our growth goals.”
“We went live at the beginning of January, so it’s still early. However, we already see a huge improvement in the data we can access and we can use data to make better business decisions in the future.”
Team Lead, SMB UK,
“With digital transformation, you can receive and deliver more accurate insights, provide a better customer experience overall, increase transparency, and encourage interdepartmental collaboration.”
Country: New Zealand
Business: Inside Recruitment
Role: Associate Director, People Experience
“At Inside Recruitment, my role is to focus on the people experience, ensuring candidates, clients, and staff enjoy a refreshingly personal experience with us.”
Bullhorn Marketplace: Kyloe Partners, JXT
When Kate joined Inside Recruitment in 2018, her role was to ensure that all candidates, clients, and internal staff enjoyed a refreshingly personal experience. Her first goal was to design a 'Candidate Experience Program' so that all their people would have a consistent, positive experience both pre- and post-placement.
As Kate went to different parts of the business to understand their processes for reporting and monitoring the candidate and client experience, she found that while they had a high standard for service, the systems weren't used to their full potential. The team adapted their own offline tools to manage their candidates and clients, resulting in unreliable data in their ATS. To emulate their success in candidate satisfaction across the business as it grew, Kate knew things would need to change.
With her previous experience working at a large recruitment agency, Kate saw the importance of capturing all candidate and client data within the ATS. However, each member of the team used their own method of data entry and since the agency wasn’t measuring performance using insights from the ATS, key features of the system were not fully utilised. Also, the system wasn’t completely integrated with their timesheet, payroll, or accounting systems, presenting the team with further challenges.
Despite the initial cost factor, Inside Recruitment called in the services of Kyloe Partners to assist in the reinvention and configuration of their back-end processes. This gave them access to experienced consultants to ensure they were implementing best practices for their business. By working with senior leadership as well as the wider team, Kate was able to identify where they needed to make changes to deliver the true “people experience” to everyone involved with Inside Recruitment.
Since overhauling their internal processes and improving their usage of Bullhorn, the business has seen major time savings throughout the recruitment process. The team is able to place candidates in half the time and there is no double-entry of information into different systems that aren't connected, allowing for more accurate weekly reporting in the ATS and more consistent metrics tracking. The finance team is more integrated with the rest of the business via the back end, resulting in a better experience for internal staff.
Looking forward, Kate continues to work towards her broader goal of providing the best experience for all candidates, clients, and internal staff by looking into where automation can further accelerate business processes.
“Offline management tools had reduced the quality and integrity of the data in our system and, in turn, people didn’t trust the system to provide them with the right information, creating a cycle of poor information and data. For us to roll out a candidate experience program that included both service delivery from our consultants and future use of automation, we needed to ensure that our data was clean and reliable.”
“Trying to make changes to a process embedded for several years proved to be challenging. Poor data entry habits had grown across the business.”
“By successfully removing offline manual processes, it has freed up more of our team’s time and reduced errors now that we look to one system for all our placement data.”
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Vice President of Marketing
As the Vice President of Marketing at Bullhorn, Catherine is responsible for all marketing efforts across the organization. Catherine has been with Bullhorn based in the Boston office since 2010 and has recently relocated to London. Over her tenure, she’s overseen several marketing functions including demand generation, marketing operations, and events. She is passionate about marketing technology, building high-performing teams, and leveraging both to drive for results. Catherine has a Bachelor of Arts in Global Studies from Providence College.
SVP of Alliances and Business Development
Nina Eigerman is Bullhorn’s SVP of Alliances and Business Development, responsible for the company’s technology and services partnerships. Prior to joining Bullhorn, Nina ran the Business Services practice at G2 Capital Advisors, helping agencies and their providers with capital market transactions. Earlier in her career, she was the President of Aquent Solutions and a consultant with McKinsey & Company. She also ran a full desk at a-connect, a global strategic staffing firm. Nina has a Bachelor of Arts from Harvard College and graduated from the MIT Sloan School of Management.
SVP of Product and Salesforce
Jonathan Novich is SVP of Product and Salesforce for Bullhorn, the global leader in CRM and operations software for the recruitment industry. A staffing technology innovator, he has developed broad and deep product and technical experience consulting to staffing firms over the past 15 years. Jonathan has acted as an independent consultant for some of the largest staffing companies in the world and advised companies on acquisition targets.
At Bullhorn, he oversees product initiatives as more than 10,000 staffing companies rely on Bullhorn’s cloud-based platform to drive sales, build relationships, and power their recruitment processes from end to end. He graduated with honors from Princeton University, earning a Bachelor of Science in Engineering in Computer Science and a certificate in Operations Research.
SVP, Global Support & Training
As Senior Vice President, Global Support and Training, J.R. leads our global Support and Training for all Bullhorn product lines. J.R. directs both the company’s customer service and training efforts around the world engaging customers throughout all points in the customer journey, both proactively and reactively, delivering incredible customer experiences via transactional interactions and client engagements. He brings a broad range of customer service leadership skills and experience to the company spanning performance management, project management, employee and leadership development, organizational design, and strategy which all align to focus on driving an incredible customer experience. Prior to joining Bullhorn, J.R. led call center optimization efforts for AT&T Mobility, directing the call center strategy for more than 100 contact centers. J.R. has spent 20 years working in the contact center space and has held a number of key leadership roles prior to joining Bullhorn.
Executive Vice President of Enterprise and Salesforce
Ryan Murphy is the Executive Vice President of Enterprise and Salesforce. He began his 10-year career at Bullhorn as a finance and sales intern, affording him a 360-degree view of the software-as-a-service industry and Bullhorn’s business model. Prior to his current role, Ryan served as an Enterprise Account Executive where he honed his customer-first leadership style and championed Bullhorn’s offerings to its most strategic clients. Today, Murphy is charged with leading the enterprise strategy and go to market for both Bullhorn and Bullhorn for Salesforce, enabling customers to maximize their investments on both platforms and deliver an incredible experience to their customers and candidates. Ryan has a Bachelor of Arts in Business Administration from Boston University.
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Team Lead – Enterprise Solution Consultant, APAC
As GM for Bullhorn’s APAC business, Aaron McIntosh oversees all business functions in the region. He also leads the solutions consulting team locally, ensuring our customers have an incredible experience when transitioning to Bullhorn. He has over 20 years working various roles within the technology industry and joined Bullhorn in 2013 in the London office before relocating back to Australia in 2015. During his tenure, he has helped numerous customers make the move to Bullhorn including Kelly Persol, Ambition, Hudson, and many others. He is passionate about technology and in particular how technology can be used to solve business issues and problems that are inhibiting growth within recruitment businesses.
He has a Bachelor of Engineering (Electrical and Computing) with Honours from Monash University in Melbourne.
Senior Vice President, Customer Success
As the Senior Vice President of Customer Success, Tamsyn leads Bullhorn’s Services and Customer Success teams. She is responsible for successful delivery of all products and services globally and is committed to creating and maintaining incredible long term customer experiences in the candidate to cash process. Tamsyn has been delivering implementations for over 25 years with companies such as SAP, Ariba, Zuora: specialising in HR, Payroll, Procurement and Quote To Cash capability. She trained as a software engineer after studying Maths, Statistics, and Computing in England.
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