// CASE STUDY // 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 its 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 critical phase in the transition involved migrating large volumes of historic recruitment data. Recruitment agencies rely heavily on detailed records, including candidate CVs, historical notes from conversations and compliance documentation, which meant that accuracy and continuity were essential throughout the process.

“ The most challenging part was getting all of the data across,” Dilkes said.“ We had CVs, notes on candidates from previous conversations, CVs that were sent to clients that were bound by terms. We needed to make sure everything transferred as cleanly as possible so the integrity of the data remained.” designed around how Synergy already operated, ensuring that adoption was smooth and intuitive.

Dilkes said:“ Adapting to the new system was actually easy because we were heavily involved in the design. It worked the way we work, which meant the team didn’ t have to relearn everything from scratch.”

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.

Automation has also reshaped internal workflows and significantly reduced administrative overheads. Tasks that previously required dedicated support, including interview confirmations, adding notes and uploading candidate documents, can now

THE SIGN-UP PROCESS WAS COMPLEX AND UNINTUITIVE, AND CANDIDATES COULDN’ T UPLOAD OR MANAGE THEIR OWN CVS AND DOCUMENTS.

A bespoke CRM built around real recruitment workflows

Dilkes said:“ 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.”

One of the key advantages of a bespoke system was the level of collaboration during development. Rather than imposing new processes on the team, the platform was

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