The challenge
A recruitment platform needed a scalable way to improve experiences for employers and agencies.
OUTSYSTEMS IN ACTION / BUSINESS SERVICES
How a recruitment platform reduced inbound calls by 63% in its initial migration cohort
Fewer support calls matter when customers can complete more of the work themselves. This recruitment platform improved its experience through a phased migration. Explore the initial cohort’s reported results and the practical work behind useful self-service.
RESULTS REPORTED IN THE SOURCE
63%
fewer inbound calls from the initially migrated customers
≈47%
fewer inbound emails from that customer cohort
≈£140k
annual savings reported after the initial migration
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The company migrated customers in stages to a new OutSystems experience with AI-supported capabilities and clearer self-service workflows.
The outcome
Among the customers migrated in the initial phase, the source reports about 47% fewer emails and 63% fewer calls, with around £140,000 in annual savings.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Use contact reasons to shape the self-service journey.
A reduction in calls is useful when people can complete the task successfully. Review why employers and agencies contact support, where information is unclear and which steps need a person’s help. Those findings give a delivery team a more useful backlog than a general objective to reduce contact volume.
02
Keep the migration cohort visible in the measures.
Different customers may be ready to move at different times. Record which users and workflows are included in each release before comparing support demand or savings. That discipline helps the organization learn from an early rollout without treating its results as an established outcome for the entire customer base.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.