Recruitment CRM

Synergy Personnel Services is a Leicester-based recruitment firm with a strong track record in permanent placements. As the business grew and expanded into temporary recruitment, its leadership team recognised that the organisation’s existing off-the-shelf CRM was no longer supporting the way they needed to work. While effective in some areas, the system created friction for both candidates and clients, as well as placing an unnecessary administrative burden on the Synergy team.

Gavin Dilkes, director of Synergy Personnel Services, explains:“A particular challenge for us was the candidate experience. The sign-up process was complex and unintuitive, and candidates couldn’t upload or manage their own CVs and documents. Instead, our admin team had to manually take care of uploads and updates, which not only slowed down the recruitment process but limited our potential for growth too. At the same time, there was no real self-service functionality for candidates or clients, which made it harder for everyone to engage efficiently with placements.”

A fresh approach
These limitations became even more of a problem when Synergy started working in the temporary recruitment market. Managing shifts, timesheets and payments introduced a new layer of operational complexity, and it quickly became clear that the existing technology was unable to manage these new workflows. Looking for a more flexible, integrated solution, Synergy approached Web Alliance.

Web Alliance worked closely with Synergy to understand the realities of their day-to-day operations and the specific demands of both the permanent and temporary recruitment sectors. What resulted was a completely customised recruitment CRM designed around Synergy’s specific processes, rather than forcing the business to adapt to generic software.

A bespoke CRM built around real recruitment workflows
Gavin continues:“The new system gives candidates their own personalised portal, which allows them to register easily, upload and manage documents, apply for roles and track the progress of their applications. This shift alone has significantly reduced the burden on our admin team while improving the candidate experience. Clients also have secure access to a dedicated portal where they can view relevant information and progress placements directly, which all helps to create a more transparent and collaborative relationship.”

For temporary recruitment, the new CRM solution introduced automation across key back-office functions. Shift planning and timesheet generation are handled within the system, with employers able to log in to approve timesheets and candidates given the ability to view schedules, monitor hours worked and gain visibility over upcoming payments. This streamlined approach has removed manual processes, reduced errors and accelerated turnaround times.

“Behind the scenes, the system delivers comprehensive administrative reporting and KPI tracking, which is something we’ve never had before. We can now monitor candidate performance, attendance and overall service quality in real time, using data to maintain the high standards we’re known for, to make intelligent operational decisions and to inform our strategic business growth.”

A scalable platform for long-term growth
By investing in a bespoke CRM built specifically for its business model, Synergy has transformed the way it manages recruitment operations. The new platform has improved efficiency, enhanced profitability and delivered a stronger return on investment, while giving candidates and clients the intuitive, self-service experience they expect from a modern recruitment partner.