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Silver Swan Recruitment, founded in 2013, is a specialised recruitment agency that sources hospitality professionals for residences, yachts, and jets worldwide. Headquartered in London, the agency services clients globally with predominance in the Middle East and Europe.
With candidates accessing Silver Swan’s website from yachts, jets, and villas around the globe, the agency began to notice a pattern; few candidates were accessing their website from their desktop and as such, they needed a job board that accommodated them. Silver Swan then set out to create an integrated job board that would enable candidates to apply to roles easily, remotely, and on-the-go. It wasn’t long, however, until Silver Swan realized that their existing system couldn’t support that development. “Our previous CRM only offered one API call, and we needed unlimited,” Phillipa said. “In our opinion, it was never going to work with our new piece of technology the way we wanted it to.”
Underscoring the need for a change in CRM providers was the fact that reporting capabilities were also limited with their current provider. Phillipa Smith, Managing Director at Silver Swan, explained that reporting wasn’t working well and support around those issues was less than ideal. “I just wanted to press a button and get a report, but the information was often incorrect,” Phillipa explained. “The frustration came with every time I called because I would get somebody different who would tell me something different. I wasn’t making any progress over the course of 12 months. We were just getting frustrated with what we believed were poor levels of customer service,” Phillipa explained.
Once it became clear to Philippa that they would have to move solutions in order to continue to develop their platform and grow as a company, she turned to her recruitment network to research a new solution. “In the recruitment network, it’s always been Bullhorn against the CRM we were using, and I think quite a lot of people were frustrated about the same things at the same time. So it was nice to hear people say, ‘we’ve gone to Bullhorn, it’s really good!’”
Silver Swan purchased Bullhorn in 2019 and invested in Bullhorn marketplace partner TextKernel. “Someone came in person to get things set up,” Phillipa said. “It’s quite nice to have that face-to-face contact at the beginning and to have people answer the phone or email immediately and not be charged every time they do—which is what was happening before Bullhorn.”
Moving to Bullhorn ATS & CRM—a system with an open API—meant that Silver Swan was able to continue with the development of their integrated job board; a tool that allows candidates to build a profile on their website, swipe through jobs, and apply to roles with the click of a button. The two-way integration means that candidate profiles are automatically imported as candidate records in Bullhorn and vacancies in Bullhorn immediately appear on the Silver Swan website. The Silver Swan team can manage everything within Bullhorn, which, according to Phillipa, has “massively reduced the amount of time recruiters have spent doing administrative work in the office.”
While Phillipa’s primary concern when switching CRMs was to find a system that integrated well with their custom job board, she found Bullhorn to be a much more customisable and user-friendly solution.
According to Phillipa, “On Bullhorn, user experience has definitely improved and internal processes are easier now, including setting up and tracking KPIs and reporting on key metrics. That’s something we didn’t have before because our experience was that our previous CRM was too much of a bull to do it with.”
With the addition of Bullhorn, Silver Swan was able to increase its overall output. “We started managing our time more effectively and were able to get more out of our day. Ultimately, it’s had a positive effect on the number of placements we’re doing with our existing business.” Phillipa added, “everyone finds it really easy. Bullhorn is much more customisable and flexible. The consultants can set individual goals and set up their dashboard how they want, it’s much better.”
One of the largest differentiators between Silver Swan’s previous system and Bullhorn is their access to support resources. “Having the relationship that we have with our Relationship Manager is great,” Phillipa said. “We’ve never had an Account Manager before, so it’s great having someone who is available.”
Further, while training on Silver Swan’s previous system could be as costly as $200/hour, new hires now begin their training on The Bullhorn Learning Hub, taking six beginner courses that acclimate new users to Bullhorn, free of charge.
As Silver Swan continues to grow, its focus will shift to expanding the reach of its integrated jobs platform by giving other Bullhorn clients the opportunity to invest in the technology. Silver Swan is excited to see how the platform expands and allows its business and others to better their candidate experience.
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.
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.
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