Customer Success Examples

Strategic Marketing

Chuck Drake March 3, 2011

C X Ↄ – Customer Experience Consulting chuckdrake@comcast.net

#1 in Retail: 63 of the Top 100 Retailers

Challenge Solution Results

Facing a labor shortage and needing to hire > 100,000 employees annually, they needed a system that would consistently select and hire to their high standards of service & quality.

Crisis hiring was undercutting ability to meet their service scores and managers spending a disproportionate amount of time on staffing and discipline.

Deployed in > 500 locations. Assessments in English and

Spanish, validated in hospitality, for front and back of house associates.

Automate and standardize hiring workflows to ensure consistency and compliance.

Tripled applicant flow Increase in interview to hire ratio

saved managers hundreds of hours for just a single property only.

Cut cost per hire by over 50% Customer Service Index scores

improved > 5X compared to non Kronos locations.

> 30% increase in WOTC; millions in annual savings

“Taleo enabled us to find and hire quality associates … dramatically reducing our turnover and makes it easier on our managers to hire talented associates who can deliver outstanding customer service.”

Charlotte TaylorVP, Human Resources

Marriott Hotels

The Worlds’ Largest Hotel Chain

#1 in Retail Hotel & Hospitality Industry

“Workforce Acquisition enhances the skills that our managers already have, unburdens them from the paperwork, and enables them to make better hiring decisions.”

4Challenge Solution Results• Concerns over having enough

experienced sales people to achieve revenue goals

• Managers wearing too many hats, impacting their ability to properly identify quality applicants

• Decentralized hiring processes were costly, affecting the bottom line

• Processed 330,000 applications, eliminated 60,000 interview hours

• Increased sales per employee hour from $112 to $135

• Reduced turnover 24% within 90 days, increased 180 day retention by 9%; increased average days of service by 5%

The Nations’ Leading Athletic Retailer

• Deployed in 743 stores in 48 states with 13,000 employees

• Rolled out portable devices to capture in-store applicants

• Integrated sales performance assessments and minimum qualification questions into new hire application

Mike Marchetti Executive VP, Store Operations

Finish Line

#1 in Retail Sports Industry

Challenge Solution Results

Glenn AlbumVP of HR North America

Toys “R” Us

“In 2009, we had the most profitable year we’ve had in 30 years. Our improved customer service scores and lower involuntary turnover during peak season was a significant contributor to that success and Taleo certainly helped us with hiring better candidates.”

Company generates 53% of its annual revenue during holiday season, requiring workforce to double in 54 days

Strong revenue performance depends on successfully selecting temporary workforce that will remain on the job throughout the entire season

Deployed to 587 stores in 3 months, enabling Toys “R” Us to easily process more than 300,000 seasonal applicants

Frontline Reliability assessment screens out applicants at risk for misconduct and negligence

Managers easily select the top 40,000 applicants out of 300,000

In 2006, Toys “R” Us achieved its best financial performance in 30 years

13.2% increase in retention of seasonal employees, resulting in 6,000 fewer separations during peak season

• Compared to the previous holiday season, 70% fewer terminations for cause, 56% fewer terminations for dishonesty and 51% fewer terminations for attendance

The World’s Leading Specialty Toy Retailer

#1 in Specialty Consumer Retail Industry

Challenge Solution Results

Ned Lidvall,CEO & Founder

Rock Bottom Restaurants

“Our initial investment in Taleo has been paid back many times over; we’ve dramatically improved our hiring process of uniquely qualified individuals.”

Inconsistencies in their hiring standards and processes across their 100+ locations resulted in:

Some locations consistently short-staffed; turnover by unit ranged from 70% to 250%.

Wide variances in performance and customer service between locations.

High turnover and staffing problems damaging to morale and manager’s ability to focus on operations.

Deployed in over 102 locations since 2002; 8,000+ employees

Over 206,000 applications processed with the system.

Bi-Lingual assessments help screen and identify applicants most likely to succeed in customer service environment. .

Easy to use hiring manager desktop standardize workflow and quickly identify the best candidates for hire.

88% applications received on-line w/assessments (vs. paper, & in-store w/out assessments.

30% drop in hourly turnover 490 less hires per year in just

the 3rd year of using the system.

50% reduction in time to hire. 23% reduction in manager

turnover.

The Country’s Leading Brew Pub Restaurant Chain

#1 in Retail Chain Restaurant Industry