“ServiceNow was the perfect fit for our long-term strategy, providing the ideal backbone to create applications that can run a critical business process for our clients,” comments Andrew. “ServiceNow has enabled us to fully integrate with our clients’ organisations and take their candidates on a recruitment journey that is bespoke to their brand and approach.”
The app plays a key role in the shortlisting aspect of the recruitment process, pulling details of the role and available interview timeslots into a responsive design website that is client branded. Candidates can pick a time when they are available, which is reconciled with everyone involved and the calendar systems they use. The workflow books meeting spaces, parking spaces, and even recommends a nearby coffee shop.
The application includes a chatbot called HANA that provides information, supports onboarding, and acts as a gateway to a live agent or facilitator.
“ServiceNow has allowed us to reduce this service from five to just two days on average, with the current record being less than half an hour,” says Andrew.
ServiceNow app has profound impact on Alexander Mann Solutions schedulers, freeing them to be high-touch recruitment facilitators and solution designers
The new application has had a profound impact on the role of Alexander Mann Solutions’ interview schedulers, freeing them up to evolve their role into high-touch recruitment facilitators and solution designers.
Hundreds of hours were being spent on scheduling interviews and if a candidate cancelled at short notice it would trigger a frantic process of re-scheduling. Through automation and workflows, invites can be withdrawn, meeting rooms cancelled, and everyone involved in the process communicated to about the change in minutes.
Andrew explains: “Previously, the job of our schedulers was extremely dull and process-driven. ServiceNow has transformed the way they work, opening up opportunities to play a key role in developing our client services and the experiences we can offer candidates. The team can focus on the key touchpoints that make a difference to our clients and reassure candidates with a human touch when it is needed most.”
The clients of Alexander Mann Solutions are seeing the value in a fully-integrated, customised, and branded recruitment platform
Alexander Mann Solutions’ clients recognise the value of a fully-integrated, customised, and branded recruitment platform that improves their talent acquisition process and integrates with ease with their internal IT systems.
The speed of implementation of the application into client sites is a key benefit. The lead time to integrate into the client’s systems when starting the recruitment process has dropped by 30%, with Alexander Mann Solutions delivering the application to clients in 8-10 weeks.
Alexander Mann Solutions has been fine-tuning and improving the application by adding details such as a candidate portal for smartphones, text message reminders before an interview, and profiles of interviewers. The results have been impressive, with 93% of candidates reporting satisfaction with the recruitment process.
“The Now Platform is always learning, evolving processes across clients, and measuring performance, and this is driving continuous improvement,” says Andrew. “As the platform matures, its efficiency is increasing and the services we offer are becoming more sophisticated.”
ServiceNow helped the Alexander Mann Solutions’ IT department change its perception from a cost centre to a strategic driver
ServiceNow has become an integral part of Alexander Mann Solutions’ digital transformation, helping to change the perception of the IT department as a cost centre to a strategic part of client service.
“We attend client pitches regularly, which was not the case in the past. We expected clients to ask questions related to costs during those meetings but they fully understand the benefits and see the technology as a way to augment their engagement with candidates,” comments Andrew.
“IT is no longer seen as the team that is running infrastructure, but instead a facilitator of strategic conversations,” Andrew adds.