Case study

A leading provider

How we used Affinix® to redesign recruitment for Australia’s leading provider of hearing services and hearing aids.

The challenge

The leading provider of hearing services and hearing aids across Australia was facing a staffing crisis like never before. They needed Store Managers, Assistant Managers and Clinical Advisors over 300 locations. And they needed them fast.

The stakes were high: unstaffed stores meant lost revenue, compromised customer service, and operational strain across the entire network. Two previous RPO partners tried to help. However, between them, they only filled fewer than 45 roles in a year.

Naturally, PeopleScout had to come to the rescue.

The solution

To make our solution work, we had to start by figuring out why the previous ones didn’t. That’s where Affinix®, our proprietary platform, came into the picture. We started by analysing every step of the candidate funnel – identifying exactly where candidates dropped off and why.

What we found was unsurprising. Hiring manager bottlenecks were killing velocity, and the candidate experience wasn’t engaging enough to maintain momentum.

Redesigning the process

To get the ball rolling, we worked with Hiring Managers to develop a candidate profile that worked. We embedded their EVP at every candidate touchpoint – starting from attraction campaigns to application forms and assessments. But we were nowhere close to done.

The full end-to-end journey was digitised for a seamless experience. That meant SMS pre-screening, video interview, background checks, and contract generation.

Developing Hypercare

Then we went further. Ad copy was reworked, and workflows were remapped for speed without sacrificing quality. But what stole the show was Hypercare – a breakthrough workflow designed to place 100 roles in 30 days – without needing a hiring manager’s input. A move that required change management, communication, and above all, trust.

The changes were obvious from the start. Candidates were given a glimpse into the role with a “day in the store” video during the application process. An automated screening process with the EVP built in helped candidates understand what the role demanded and whether they’re a cultural fit. Digitised pre-screen and video meant higher competition rates. Underpinning it all was Affinix®, allowing us to monitor, adjust and maintain the momentum at every step.

Results

In just 12 months, the PeopleScout difference became clear. We filled 629 roles – 279 more than contracted and a far cry away from the previous RPO efforts. With an average time-to-fill of 18.96 days.

The numbers got better under Hypercare. We placed 249 roles with an average time-to-fill of 13 days – including contract generation, signing, and background checks.

Within a short span of a year, we transformed how the business thinks about recruitment. By challenging convention, embracing technology, and building trust through delivery, we’ve set a new standard for what’s possible.