Successful rapid ramp-up solution for an e-commerce leader Case Study

The client

A multi-billion dollar global e-commerce powerhouse provides a multichannel platform for consumers, retail businesses and global brands to buy and sell goods.

The challenge In search of a reliable and capable supplier, this client required a staffing partner who could meet the challenge of their urgent ramp-up requirements and provide customized recruiting at each of their three call centers and five fulfillment centers, before peak holiday volumes hit. They had to be properly staffed to fulfill orders so they could meet delivery commitments to their customers or face penalties. The client not only needed an experienced and flexible human resources industry leader to bridge their current staffing shortfall for the remainder of the staffing peak season but they also needed a true partner to help them build a blueprint for the future. Adecco answered the call.

The strategy and solution Since the client was already pleased with the level of service Adecco was providing as their primary supplier for their call centers, they asked Adecco to intercede to assist with the staffing shortfall from another vendor. Our team quickly assessed the situation and developed an effective ramp-up plan to support the client’s staffing needs through the end of the year. This ‘just in time’ additional staffing support resulted in the client awarding Adecco the seasonal contract for their fulfillment center business. Following the holiday season, the previous vendor lost primary supplier status and Adecco was awarded the year-round primary supplier contract for their fulfillment centers. As a result, we have deployed our Master Vendor Program (MVP) solution across their contact centers and their fulfillment sites. Adecco’s MVP provides a proven, scalable model that offers:

Administrative, supervisory and systems support to streamline the entire requisition and placement process, including access to the vendor community

Staffing and transparent subcontracting services support across all job classifications including screening, reporting and invoicing

Deep experience in the areas of recruiting, onboarding and detailed contingency planning capable of handling unexpected volume spikes

Process-driven management teams and properly staffed support teams that partner with the client to benchmark and share best practices across all client sites

We use our insight, flexibility and expanded resources to not only understand the client’s seasonal needs but to also creatively manage their staffing objectives all year long.

Successful rapid ramp-up solution for an e-commerce leader Case Study

During last year’s holiday season there was a sharp rise in online shopping and the client needed to dramatically increase workforce to staff for volumes that reached well over (33% above) forecasted volumes. Adecco met the challenge by adding 6,000 associates within three months. We successfully met the client’s unexpected volumes by tapping into our steep industry sourcing and staffing expertise that includes:

A combination of traditional and innovative methods of connecting with candidates Deploying creative marketing efforts to support massive recruiting efforts inclusive of:

creating a dedicated 800 number developing a customized micro Web site conducting live TV broadcast coverage launching grass roots efforts such as yard signs, business cards, flyers and billboards

Customized training for the fulfillment center personnel allowing them to be fully engaged and productive on day one

Conducting daily meetings with the seasonal team leads, program management and the client to keep the lines of communication open and to be poised to address any issues that may arise

Identifying, screening, training and maintaining a pool of candidates to be ready to work prior to the peak of the holiday season thereby reducing or eliminating the lag time involved with adding staff to accommodate unexpected volumes

Closely monitoring daily metrics allowing Adecco to staff to unexpected spikes in volume and not just react to forecasted needs

Sustaining quality service levels and delivering a superior customer experience throughout the peak season

Results/ROI Adecco uniquely positioned the client for success during their peak holiday season in spite of receiving unexpected spikes of more than a third over forecasted orders/call volume. Overall performance improvement rose as follows:

Fill rate increased by over 40% across all order fulfillment centers Attrition reduced by over 8% on average across all sites

Ramp up recruitment campaign metrics:

32,185 (21,931 distribution center / 10,254 contact center)= applicants passed pre-screening requirements

21,229 (14,583 distribution center / 6,646 contact center)= applicants scheduled for interviews 13,241 (7,617 distribution center / 5,624 contact center)= backgrounds submitted

Result:

6,000 associates were placed within a three month period