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When School Loop first launched its services, the company relied on a single customer support specialist who fielded requests by email. However, as School Loop's popularity surged, the company hired several more support staff and realized it would need a more formalized customer support solution. Realizing that School Loop lacked the IT resources to develop an in-house support system, Bob Charpentier, director of services, began to look for a web-based help desk software that would be simple to set up and highly scalable to the growing company's needs.

Scribd's community support department was overwhelmed due to rapid growth and the limitations of their email-based support system. They faced issues with lost threads, lack of ticket tracking, and the inability to associate tickets with each other. The need for a more efficient and scalable support solution became critical as the company continued to expand its user base.

When Sony Music started selling to music fans internationally, they needed a hosted help desk software solution that their European support agents could start using immediately but they faced several key challenges: multi-lingual customers, global fans beyond the United States, and distributed business unit and help desk teams.

When Support Solutions began providing support, training, and implementation services to Ireland’s office supply companies in 2001, the company handled 95 percent of trouble tickets by phone. Customers appreciated the ability to talk through technical challenges with an agent. However, closing a support ticket often required several days, as it sometimes took multiple phone calls just to reach the customer to inform them that their issue had been resolved. Support Solutions aimed to close support tickets faster without compromising its personalized service, but its outdated help desk software couldn’t support highly efficient online communication.

This growth has not come without its growing pains. More users means more questions, more lost passwords, more feature requests, more software bugs. There have even been moments where the whole network has gone down due to the traffic spikes – when this happened, Lafountain says, his support team received 30 emails a minute. Like many companies, we started out responding to support requests by email. But given the speed with which customers began coming on board, we knew this wasn’t a viable long-term approach. As a small startup, we couldn’t afford to simply throw more staff at the problem, but it was critical that we be able to provide fast and personal support to our growing user base.

Most of Twilio’s customers start out with a certain amount of trial credit and then start hacking away. It is only when they have built something useful that they decide to invest more in Twilio. So it is critical that the company’s support team helps all of its customers build something as quickly and seamlessly as possible, otherwise it’s a bad reflection on how easy Twilio is to use. Twilio wanted to make sure its help desk solution offered the same flexibility and reliability it provides as a cloud-based company. This is one of the reasons why they chose Zendesk, and have been using it since November 2008. The company needed a system especially designed for customer support, as email wasn’t going to be a scalable way to respond and keep track of support requests. Additionally, Twilio’s support team had to handle very technical questions, which required a unique structure and a scalable solution.

Like most universities, UCLA seeks to run its campus services efficiently so that it can devote more resources to teaching and research. The Department of Psychology is no exception, maintaining a core help desk staff of just two employees who handle support requests from more than 200 staff, instructors, and researchers. For years, they received support requests in a variety of ways—by email, by phone, and in person—with needs ranging from simple password requests to complex issues. It became clear that they would be more efficient with a simple trouble ticket system to track everything centrally. They also wanted a web-based help desk to avoid spending resources on internal IT.

In an age of budget cuts, colleges and universities in the United Kingdom are looking for cost-effective ways to distinguish themselves. The University of Lincoln recently launched an initiative to provide better service to students, but realized its antiquated help desk software didn’t facilitate the kind of communication the IT staff wanted to provide. The existing system lacked features like automatic status updates, forcing people to chase down information. The university needed a more efficient and user-friendly solution to improve communication and support services.

In 2016, the directors at Kennolyn Camps decided to implement live chat onto their website to offer an alternative to phone support for families, assist with answering staffing questions during hiring seasons, and create another lead generation channel for camp enrollment. Their team wanted to be able to multitask handling multiple inquiries at once without families feeling pressured to pick up the phone. Before finding Olark, the camp was using a free live chat tool, but wasn’t thrilled with its look and limitations. After their team saw Olark on another summer camp’s website, they were impressed with how clean the chatbox looked and decided to give it a try.

After making the move online, Yoga Ed needed a way to connect with and assist the professionals and organizations coming to their site. Startups they knew recommended Olark. Olark gives Yoga Ed an initial point of connection to engage with their customers. Currently it’s staffed by a team of two (soon expanding to three). “We use it very simply and have been very satisfied with it,” says co-founder Julia Bond. “They’re the functions we need!”

When the pandemic hit, the school was shut down for the remainder of the academic year, leaving them to quickly adapt and learn how to continue communication with their current students and parents, as well as answer questions about future enrollment. Inquiries and calls immediately ended as they were no longer in the office. It became imperative for the school to explore alternative avenues to talk to families who had questions.

Before signing up for Olark, HBA realized that while they were seeing a considerable amount of traffic coming to their site, the number of inquiries coming in was low. This gap was leaving business on the table for HBA resulting in lost revenue and missed opportunities by not being able to speak with visitors while they were on the site. In 2017, the HBA team began using Olark for their Customer Service team with four agent seats. The goal was to increase the number of students enrolled in their courses and to engage more proactively with their website visitors.

Because FSW was forced to halt its operations in the middle of an academic year, the IT professionals at FSW had to act fast to find a technology solution that would continue to provide students and faculty the best academic experience, even while the offices and campus remained completely closed. COVID-19 presented an unprecedented challenge, but the FSW IT team remained committed to their goal of ensuring that FSW students are learning, excelling, and receiving top-tier education.

Originally, ASU Prep Digital signed up for Olark to increase conversion rates on their landing pages as part of their integrated marketing strategy. However, once COVID-19 hit, the school had to quickly pivot Olark’s use case from sales-oriented to customer-oriented. When their summer session began, families looked for activities to keep their children occupied throughout the season. ASU Prep Digital expected around 500 new students to enroll, but instead received over 2,500 new students and a flood of phone calls. Their team had to adapt fast, and used Olark as a way to lessen their phone queues.

The healthcare industry is notoriously complex, slow, and expensive. Remedy wanted to make the patient booking process fast, easy, and transparent. They aimed to remove friction from the patient booking process and offer more options for patient communication. Remedy also wanted to keep up with patient preferences in today's constantly connected world.

Louisiana Tech University’s Clinical Residency and Recruitment Center (CRRC) faced the challenge of preparing teaching candidates for initial certification across multiple program areas. The immersive full-year clinical residency program required effective tools for observation and feedback to ensure the success of both residents and school district stakeholders. The need for innovative technology to provide feedback and facilitate self-reflection was paramount, especially given the geographical spread of partner schools within a 75-mile radius.

In 2012, The ASaP Program (Access, Support and Participation) was created in response to a research study conducted in 2011 by Dr. Lesley Wiart for the Alberta Centre for Child, Family and Community Research. The study identified several significant challenges facing licensed childcare centres, including limited access to resources to support the inclusion of all children. ASaP aimed to address these challenges by providing one-on-one coaching to early childhood educators using the evidence-based Pyramid Model. The goal was to build educators' skills, knowledge, and confidence in inclusive practices, promote children's healthy social and emotional development, and support the wellbeing of educators, children, and families. However, as ASaP expanded its work from the Edmonton area to other regions of the province, including rural areas, they faced the challenge of reducing drive time and providing a more efficient alternative to face-to-face coaching.

Samtec Inc., a global manufacturer of electronic interconnect solutions, faced challenges in unifying their diverse recruiting efforts across multiple countries. Their previous Applicant Tracking System (ATS) was cumbersome, overly structured, and lacked customization, making it difficult for hiring managers to use effectively. The company needed a user-friendly ATS that could centralize their recruiting process, support their existing workflows, and enhance hiring manager engagement.

Prior to adopting Jobvite, Progressive Insurance had been utilizing multiple vendors to meet their Applicant Tracking System and CRM requirements. These systems, whether individually or the integration between, posed complications for Progressive. The lack of modern features, such as texting and Google scraping, along with a disjointed CRM and ATS, led to a deteriorating TA solution partnership. Additionally, the customer support and services were unsatisfactory, further complicating the recruitment process.

GREE International Inc. faced the challenge of rapid growth and needed to fill its talent pipeline with high-quality candidates quickly and efficiently. The company had a manual candidate tracking process and lacked tools for leveraging social recruiting and managing employee job referrals. In early 2012, the Recruiting Team was tasked with hiring 150 people to double the organization's size within six months.

Infinera, a provider of Digital Optical Networking systems, was experiencing brisk growth and needed a robust recruitment infrastructure to support this expansion. The Vice President of Human Resources, Paul Whitney, initiated the selection process for an applicant tracking system by researching vendors and seeking recommendations from his professional network. The Human Resources and Staffing team at Infinera conducted an in-depth evaluation of six leading applications. After a comprehensive review, they selected Jobvite due to its superior features and functionality.

In mid-2006, Support.com had 260 employees and executives were making plans to hire significantly over the next year to support a strategic expansion into a new market. But in a competitive market for candidates, good prospects were increasingly hard to find. Positions were not being filled as quickly as required. Sometimes positions were open up to 60 days, putting key milestones at risk. Saving, finding, sending candidate information around the company stretched hiring time and slowed responsiveness to good candidates. Compiling compliance reports manually consumed resources and risked inaccuracy. As Director of Human Resources, Wendy Fitzloff wanted a solution that would help her staff address these issues and make the hires the company needs to fuel growth. A veteran of high growth situations, Wendy values the metrics that help her manage resources and enhance decision making.

TiVo, a pioneer in home entertainment, needed a recruiting technology that could support their unique corporate culture and attract top talent. Their former applicant tracking system was not flexible enough to meet their evolving needs. They wanted a solution that could help them convey their corporate identity and provide a positive candidate experience, while also tapping into new talent sources and improving employee referrals.

W2O Group faced significant challenges with its legacy applicant tracking system (ATS) and reliance on expensive external recruiters. The existing ATS was inadequate, serving merely as a resume repository without aiding in talent pipeline management, candidate communication, or note-taking. Additionally, the company was integrating Workday’s enterprise applications, necessitating a seamless ATS solution. The growing need to reach talent via social channels added another layer of complexity. W2O Group’s senior leadership quickly authorized the transition to in-house recruiting to improve cost-effectiveness and candidate quality.

As Zoosk was a bootstrap start-up, it originally used a free online ATS to manage its hiring process. The company was in a slower growth phase, hiring one person at a time, so a bare-bones ATS met its initial needs. However, as the company began to grow, so did its recruiting needs. The existing ATS lacked email and calendar integration, making the process cumbersome. Zoosk's chief executive officer Shayan Zadeh heard about Jobvite Hire and wanted to try it out as a way to keep better track of candidates. The challenge was to transfer candidate data to the new system without losing any information and to train the team quickly on the new platform.

Finding talent to keep pace with Coupons.com’s ever-expanding size can be a challenge for Director of Staffing Ken Perluss and his hiring team. Without the sophisticated management capabilities that come with a quality applicant tracking system, leveraging the company’s many employee networks had proven complicated and time-consuming. Perluss and his team realized the need for a more manageable system in 2011, when the company set out to make growth a priority. They began their search by testing Jobvite Hire. Despite the variety of products on the market, the Coupons.com team decided on Jobvite as their best option for success. “We knew we needed an ATS as we began to grow,” Perluss explains. “We looked at Jobvite and were convinced that it was what we wanted. So we rolled it out, and we began to grow steadily. It works, and it works well.” Between its top-notch referral management, external reach capabilities, and ultimately its support of rapid expansion, Jobvite Hire has proved a trusted, important element of the Coupons.com hiring strategy since its rollout.

For the company’s recruiting and hiring team, growing and fostering a knowledgeable, cohesive team began to prove difficult in 2009. After several years of dependence on another popular applicant tracking system, Demand Media’s recruiting team noticed one too many pain points. Between disorganized communication and workflow management issues, the company’s sourcing, engaging and hiring processes were entirely out of sync. For Lead Recruiter Mandie Wall and her team, it was time to seek out a new solution.

Jive Software faced several challenges in their recruiting process, including underutilized applicant tracking software, an out-of-the-box requisition process, and strict government regulations. The company needed to streamline its internal processes to stand out in the competitive tech industry and attract talented technical candidates. Additionally, Jive had to manage extensive affirmative action reports and meet government requirements, which was a heavy lift without the right tools.

Knowit, a Nordic consulting company, faced challenges in internal communication, competitive IT industry, and weak brand recognition. The company's internal communication processes and brand recognition were in need of an upgrade as of late 2013. The former ATS fulfilled some basic needs, but there was a need for improvement in collaboration, hiring workflow, and ease of use. The chief recruiter, Atle Rovik, needed a way to better collaborate with branch managers and improve the organization of the recruiting process.

EagleView Technologies faced the challenge of merging two companies into one system, meeting strict reporting requirements, and reaching remote candidates. The merger with Pictometry International necessitated the integration of different applicant tracking systems, which complicated the expansion of their employee base. Additionally, as a government contractor, EagleView had to comply with numerous reporting requirements from various government regulations, including OFCCP, EEO, and AA. The inability to produce these reports could result in significant revenue loss and government sanctions. Furthermore, the company needed to staff a nationwide sales team, which posed challenges in finding and interviewing remote candidates cost-effectively.