Randstad streamlined recruitment processes with support software

The Challenge

Randstad needed to search for a new helpdesk software solution to simplify handling future job prospects for its clients. It was the responsibility of the IT team to ensure Randstad moved to the right helpdesk software.

“Nowadays, you have to get through projects like these as quickly as possible when you have a budget to work with.”

During his search, Steve Lam Hang, Technical Support Manager at Randstad, knew there were expectations of how much time this would take. The system needed to have features that would help give its clients the high level of support they expected, plus a user-friendly interface so the internal team could handle implementation themselves.

The helpdesk solution needed to be On-Premise, but not require too much work to maintain, as they were conscious of taking time away from the team.

The Solution

After looking at other systems and seeing that the options available required unreasonable amounts of time setting up due to the coding required, the search continued. It wasn’t until they found Deskpro that Steve discovered a balance between features, usability, and implementation.

“Such a large project like this usually takes about six months minimum. So, the fact that we could implement Deskpro within a month or two is incredibly impressive.”

While talking to our support team, it became apparent that Deskpro was capable of supporting Randstad’s requirement as the customization offered by Deskpro meant we were flexible enough to meet any of its needs now and in the future.

“You can play around with functions and get creative with how things work.” The team finding Deskpro easy to use and understand also led to the helpdesk being up and running much sooner than expected.

The Benefits

“Support was great at helping us do the installation”

The Deskpro On-Premise option was the right choice for Randstad as the speed of the implementation meant they didn't need to be concerned about any future growth, knowing that it wouldn't take too long to set or for future agents to learn, knowing there was an extensive supply of guides should anyone require guidance, as well as the support team that could be relied on.

“Response times of support and then the content on the website is impressive.”

It was important that Deskpro could offer plenty of options without requiring any coding skills. This is crucial to the ease of the system and allows any new administrators to be trained without needing to have this specialized skill set.

“Very satisfied with the software, and it works well. There are a lot of options to offer my agents so they can stay organized, so we're really happy.”

The Future

Taking advantage of how easy to use Deskpro is, the IT team is helping onboard multiple new departments on the Deskpro software, to make the helpdesk configuration ideal. This can be completed with ease as the team at Randstad are aware of how easy it can be to implement; relieving any worries about potential lack of knowledge.

As well as expanding into other departments, they are able to look towards having multiple administrators, who can learn how to use the software and focus on their own projects, with minimal training required. This means that the work is being spread more evenly, without having to worry about supervision.