// CASE STUDY //
Synergy Personnel Services is a recruitment firm based in Leicester in the UK. Its previous CRM system was creating friction for both candidates and clients and changes needed to be made. Looking for a more flexible, integrated solution, Synergy approached Web Alliance, which provided a customised recruitment CRM designed around Synergy’ s specific processes, rather than forcing the business to adapt to generic software. Gavin Dilkes, Director at Synergy Personnel Services, talks about the partnership.
STREAMLINING RECRUITMENT AT SCALE: HOW SYNERGY MODERNISED ITS CRM WITH WEB ALLIANCE
ynergy Personnel Services is
S 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.
In addition to operational limitations, cost scalability became a growing concern. As the team expanded, the pricing model tied to per-user licensing began to create financial pressure and restricted flexibility when hiring new consultants.
Gavin Dilkes, Director of Synergy Personnel Services, said:“ For us, the tipping point was ultimately cost. We had a growing team and with an off-the-shelf CRM, every new user came with an additional fee. We wanted something we owned, where growth didn’ t automatically mean increased software costs.
“ 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 selfservice 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
14 Intelligent SME. tech