Strategy Case Study - Improving Zigsaw

Company Background: Zigsaw, a recruitment company specializing in recruiting for SMEs across India. It has 2000+ clients across India. Most clients are SMEs with a majority across the IT Industry. 

Problem Statement: We have observed that closure rates of Job vacancies are lower than market standards. The objective of this live project is to identify GAPS in the current recruitment process

Variables in Recruitment Process:

• Client authenticity: Have noticed cases wherein a candidate was hired at an organization but Zigsaw was not informed of the selection causing revenue leakages. 
• Client Screening: Industry, Company Size, Roles, Location to avoid revenue leakages as outlined in the above case
• Skill & Intent for the current team.
  • Salaries paid
  • Company policies
  • Remote Setup
• Sourcing related gaps
  • Access to Job-boards
  • Skill level of the team
• Screening related gaps
  • Quality of resumes shared with the client
  • Follow ups with the clients. Proactive response from the client
• Coordination related gaps
  • Candidate Engagement
  • Client Engagement
• Account Management/Client Success Related Gaps: Zigsaw has not had a Client Success role/Account management role. Escalations are handled in a reactive way and most communication originate from recruiters  (Ex: when an internal recruiter shares that a particular candidate is not responsive, when candidate gets selected and invoice needs to be marked etc.) . Define the pros and cons of having a client success function and establish the underlying ROI structure for the function. 

Objective:

• Identify gaps in the existing recruitment process to improve
• Profitability
• Client experience
• Recruiter Experience (Internal)
• Provide recommendations to improve existing recruitment process
• Profitability
• Client experience
• Recruiter Experience (Internal)
• Identify focus areas for Zigsaw going forward to scale profitably (Ex: Industry, Company Size, Roles, Location etc.)
• Any other learnings team would like to share.