SEEK drives efficiency with a unified CRM.

SEEK is a market leader in online employment marketplaces. Founded in Australia, SEEK has a significant presence in Asia Pacific spanning Australia, New Zealand, Hong Kong, and Southeast Asia.

Multiple CRMs created duplication of effort and costs and held the business back from delivering a unified customer experience

SEEK’s acquisitions of Jobsdb and Jobstreet within Asia Pacific have extended its reach across the region, but for many years the employment marketplaces were underpinned by siloed systems, including separate CRMs.

In addition to the duplication of effort and costs in maintaining these systems, SEEK lacked a centralised view of customers and their interactions with teams. The customer experience was also fragmented as customers had to reach out to different contacts in each country to organise contracts and advertise jobs across SEEK’s employment marketplaces.

As part of its wider Platform Unification program, SEEK set out to solve these challenges by bringing teams across APAC onto a single CRM.

Consolidates CRMs to provide a holistic view of customers

Salesforce has provided SEEK with one customer platform for its sales, service, marketing, and billing capabilities, eliminating the cost and effort of maintaining separate CRMs and unlocking previously siloed data.

With a 360-degree view of both employers and job candidates, employees across sales, service, and marketing can meet customers where they are at in their journey and deliver personalised experiences. SEEK can also grow customer relationships by allowing customers to work with a single point of contact who can facilitate orders and meet their needs across different countries.

Streamlines sales processes to accelerate growth

While SEEK has different sales processes to cater to customers requiring different levels of support, Sales Cloud has provided a complete platform to streamline all these processes and accelerate growth.

Integrated with SEEK’s website and Workday Cloud Financials, Sales Cloud and CPQ work together to let customers self-serve. Customers can place orders to post job ads directly through the website. The data flows through to Sales Cloud and CPQ to automate the creation and sending of invoices.

Quoting has also been streamlined for sales reps who can click to select and send pre-populated quotes right from within Sales Cloud, rather than updating documents to send via email.

The automation of sales processes has freed teams up to support a growing number of customers. The speed at which reps now respond to customers and send quotes will also help to accelerate conversion.

Extracts more insights from data while making reporting more efficient

Before connecting teams and data onto one platform, SEEK had analysts in each country using different data sets to build their own reports. Now, they use Tableau to generate reports and visualisations from one connected data set. Reports combine CRM and finance data for improved forecasting and a deeper understanding of customer accounts.

SEEK has also set up a community of practice where analysts exchange new reports and visualisations. Collective time spent on reporting has been reduced while consistency has improved.

Reduces swivel chair to deliver faster customer service

In the past, SEEK’s customer service agents had to switch between their ticketing system and multiple CRMs for the information they needed to help customers. Service Cloud has boosted the team’s productivity by providing a single workspace where they can manage cases with a complete view of every customer. Cases are also automatically routed to the right queue and can be tagged in specific Slack channels to facilitate real-time collaboration and efficient problem-solving within teams.

With these enhancements, the team now resolves 97% of cases within their targeted timeframe. In the future, AI Customer Service could help the team work even more efficiently by automatically surfacing template responses or recommended actions based on a customer’s email or chat.

Personalises engagement at scale

Marketing Cloud has provided SEEK with access to near real-time data to create cohesive and personalised customer journeys. In the past, data was only uploaded from the CRM to SEEK’s marketing platform overnight, meaning a delay in accessing new or updated contact information.

With Marketing Cloud, journeys can be easily localised with translated copy and relevant images for each brand and country. This not only provides massive time savings but allows the marketing team to target and engage customers at scale.

Expert support and a unified platform help business scale success

SEEK’s technology team worked with Accenture and a Salesforce Program Architect to deploy Salesforce on time and on budget. This was an especially significant achievement given the size of the deployment, which was carried out in tandem with SEEK’s broader Platform Unification program.

The Salesforce Program Architect provided specific expertise to set up CPQ to support quick, accurate quoting in different currencies. The Program Architect also brought in additional experts to share product knowledge and roadmaps and inform SEEK’s decisions about its deployment and roadmap.

“A Salesforce Program Architect joined us from the start which was invaluable. They worked collaboratively with our team and Accenture to ensure our deployment was aligned to Salesforce best practices,” said Jamie Shen, Technology Delivery Lead, SEEK.

Shen shared that the technology team can now work more efficiently to roll out new features and capabilities across countries. “Now that everyone is on one platform, we can build things once and roll them out across countries,” said Shen. 

“Our vision for our customers and colleagues is around frictionless experience and automation. 

“We currently have a very "people dependent" model and in order to scale, we need to focus on the removal of manual tasks, a great digital experience, and AI insights so that we can shift volume of workflow from sales and service to digital channels,” said Kirsten Tindel-Davidson, Chief Customer Technology Officer, SEEK