Driving ROI Through Effective Change Management at a global fast-food chain

A global fast-food retailer needed to revamp its recruitment process to support the needs of the organisation, as well as the expectations from candidates.

Highlights 

• Collaboratively created a Change Strategy based upon industry best practice but tailored to the unique needs of the client.

• Developed and led change activities including, hybrid training sessions, hype videos, explainer videos, 'crib sheets', roadshows, user guides and 1-2-1 support as well as 'gamifying' the change through quizzes.

Background

There was significant pressure on the client’s recruitment processes and system which were failing to the organisation, as well as  meet the growing expectations from candidates. The incumbent on-premise system was implemented in 2007 and no longer fit-for-purpose.​

Challenge

With recruiters frustrated and spending hours per week working around the system, candidates dropping out of the process and Time To Hire at over 17 days the client knew something had to change. Enfuse Group were engaged to understand the challenges and opportunities to improving user experience, and engage with stakeholders to holistically understand the problem.

Approach

We worked with the client to design and deliver the Candidate Experience Programme, including the end-to-end change management which involved the implementation of 2 x new AI-enabled Online Recruitment Systems across 1,500 restaurants and Head Office with 3,000 active users. We also developed personas based on user-research, to influence stakeholders and target change to make it 'stick' - particularly important given introducing AI for the first time.

After implementation, we facilitated the hyper care process which included retrospectives to continuously improve as well as ensure adoption was sustained, as well as stakeholders owning and advocating for the new way of working.

Impact

This approach successfully embedded the change resulting in the delivery of the below benefits: 

• 65% reduction in time to hire

• 20% increase in the number of candidates completing the process

• 85.9% of surveyed candidates rated their experience as 4/5 or 5/5

• 3 to 5 hours on average saved per recruiter per week 

Want to streamline your recruitment process and enhance candidate experience? Reach out to Joe Taylor to see how AI-driven change management can transform your hiring efficiency and engagement.