How we leveraged the Adecco Group ecosystem to improve client and candidate experience

Our UK-based investment banking client had a high-volume MSP programme with complex onboarding and post-offer candidate engagement protocols. Since candidate experience was vital for attracting and retaining client contractors, Pontoon streamlined and automated all onboarding activities under a “one team” system, complemented by a direct sourcing model. The results? A time-saving and efficient client experience mixed with an enhanced and interactive candidate platform.

Although an adequate programme onboarding process was in place, candidate feedback gathered through customer experience surveys and feedback forms suggested that many new contractors were frustrated. They were unhappy with going through multiple handoffs throughout the onboarding journey with different teams managing background checking, contract issuing and payroll queries. The candidate and client journeys had room for improvement. Pontoon was tasked with overhauling the onboarding process and automating certain features to ensure all stakeholders had a first-class experience.

Working directly with the Adecco Career Centre in Keele, UK, Pontoon looked to automate the contingent labour onboarding process without losing the benefits of the human touch.

We revolutionised the post-offer candidate journey by consolidating multiple systems into an automated service called “MyPontoon.” This innovative solution, developed through Adecco Group brand collaborations with subject matter experts, streamlined the onboarding process and enhanced scalability and agility for peak campaign hiring. Thanks to our dedicated team, candidates enjoyed an optimal experience throughout onboarding and ongoing assignments.

Combined Adecco UK and Pontoon programme teams implemented the below tech changes and updates, ensuring lean and efficient processes. This allowed MyPontoon to be the dedicated point of contact to build relationships and support contractors throughout their onboarding journey.

Technology upgrades and process changes included:

• Customisable “Connect” CRM. Allowed for streamlined management of candidates throughout the entire recruitment process, up to the offer stage. The set-up permitted candidate offers to be processed via a secure system with less risk of error and better regulatory governance. Candidates own their profiles where they can see all relevant docs, communications, and updates regarding their assignments.
• Meet and engage chatbot. When candidates had a query – whether pre, during or post-assignment – “Athena” helped with a wide range of FAQs such as onboarding, contract queries, pay questions, and timesheets, as well as offering ongoing support.
• Interactive verification. Candidates received a link to record themselves on video, verifying the potential worker’s identity and removing any risk of candidate fraud. They would then submit their onboarding docs so that Pontoon and supplier partners could verify docs quickly and the client could conduct video interviewing through the tech tool. This removed disruptions and possible compliance issues during remote hiring.
• Accurate client data reporting. Available to client site teams, reports showed the live status of candidate onboarding, contract extensions etc.

Due to Adecco UK and Pontoon’s combined resources and technology solution, candidates had a single point of contact throughout their engagement- from onboarding to background screening, contract issuing, extensions, queries, and post-commencement contract care. Additionally, all Pontoon directly sourced candidates could access their “connect profile” anytime, where assignment information and status were readily available and visible in one place for them to review and update.

Our client benefited from reduced onboarding time, an improved Customer Experience score and a more streamlined contingent labour hiring process. Since candidate expectations continue to shift, significant opportunities remain for the Pontoon team to evolve and update the hiring model based on emerging technologies and client demand.