Defenders chooses iCIMS to improve engagement with must-have candidates

INDUSTRY:
Retail (Home Security)

HEADQUARTERS:
Indianapolis, IN

NUMBER OF EMPLOYEES:
2,500

iCIMS CLIENT SINCE:
2017

PREVIOUS TALENT ACQUISITION SOLUTION:
Silkroad

iCIMS PRODUCTS:
Applicant Tracking, Candidate Relationship Management, Text Engagement, and Onboarding

iCIMS INTEGRATIONS:
Social Distribution, Video Interviewing, and Background Screening

RECOGNITION:

  • 17th Top Training Company in the World
  • 25th Largest Private Company

Defenders is a leader in the home security industry, providing safety and peace of mind to nearly two million families nationwide. Since 1998 Defenders has grown from a few employees to a high-performance team of 2,500 at more than 130 field branches in 48 states. For 20 years, Defenders has partnered with ADT®, the number-one name in home security. Today, Defenders is one of ADT’s biggest partners and the only partner to be designated as an Authorized Premier Provider.

The Challenge

Defenders installs ADT® security systems in approximately 20,000 homes per month and protects nearly two million homes nationwide. To keep up with demand, Defender’s team hires an average of 40 employees per week and schedules 300 field interviews for sales positions alone.

Despite being one of the leading home security companies in the country, Defenders struggled with employer brand recognition. To get the word out, Defenders relied on national radio and billboards to advertise open jobs. However, the cost stacked up quickly with little to no return on investment.

The recruiting team also faced numerous roadblocks to effectively engage candidates. Reaching candidates via phone or email was yielding diminishing results. Many candidates simply never showed up to interviews. Recruiters were in a never-ending cycle of catch up, spending a large portion of their days playing phone tag. The result was a loss of both productivity and applicants.

Defender’s recruiting team felt SilkRoad’s applicant tracking system (ATS) was no longer meeting their needs. What they needed was a solution capable of addressing challenges specific to their industry and scaling with their rapidly growing business.

To help, Defenders hired Jody Scott, former director of talent attraction, bring in a new ATS and overhaul talent acquisition. At first, the team considered an ATS bundled with their HCM software. Realizing it wasn’t built with recruitment in mind, the team decided to go with a talent platform that was. Enter iCIMS.

The recruiting team also faced numerous roadblocks to effectively engage candidates. Reaching candidates via phone or email was yielding diminishing results. Many candidates simply never showed up to interviews. Recruiters were in a never-ending cycle of catch up, spending a large portion of their days playing phone tag. The result was a loss of both productivity and applicants.

How iCIMS Helped

User dashboards
iCIMS’ interactive, real-time dashboards were the game-changer Defenders needed. Scott and her team now have insight into each day’s recruitment efforts, including the status of phone screens and the number of interviews scheduled.

With recruiters hiring for multiple types of roles, customizable dashboards helps them work more efficiently and see the analytics that matter most. “iCIMS can be configured for each recruiter, allowing them to get up and running very quickly,” says Scott.

Scott also created executive-level dashboards, which help provide leadership with transparency into high-level metrics and results.

Career sites
Defenders uses live chat to better engage candidates on their career sites. Candidates have their questions asked and answered on the spot – regardless of time of day or location. With most candidates visiting their career sites after business hours, Defenders no longer worries about losing out on potential applicants. “We’ve seen a 26% improvement in career microsite bounce rate and 6.45% increase in the career site click rate,” says Scott.

Text engagement
Defenders has sent tens of thousands of texts to candidates and enjoys a 67% response rate – a massive improvement over email and voicemail alone. There are other benefits too; recruiters no longer need to use their personal phones, which helps the team stay complaint.

“Interacting with candidates via text message has eliminated all of the missed opportunities and miscommunication that previously plagued our recruiting team,” says Scott. For example, Defender’s team has helped several candidates who got lost while driving to an interview and needed directions.

Career events
Defenders uses iCIMS’ Candidate Relationship Management to help streamline events. As Scott explains: “When we go to job fairs, we use the kiosk mode to create an event and mass text message attendees with a thank-you message. We then invite qualified candidates to the office for interviews. It’s a really slick process.”

Final Takeaways

iCIMS helped Defenders’ team scale their recruiting, maintain communication with the high volumes of candidates, and improve sourcing. They’ve also had great success sourcing new applicants. As a result, Defenders discontinued their expensive radio and billboard ads.

“Efficiency is the key to success,” says Scott. “Time is money. This is especially true in recruiting. The time saved with iCIMS has been invaluable.”

67% RESPONSE RATE FOR TEXT MESSAGES

50% INCREASE IN HIRES PER WEEK PER RECRUITER

26% IMPROVEMENT IN CAREER MICROSITE BOUNCE RATE

6.45% INCREASE IN CAREER MICROSITE CLICK RATE

“iCIMS has had a tremendous impact on the entire organization. We have more talent, better talent, and more engaged talent –with far fewer applicants lost in the candidate black hole.”

Jody Scott,
director of talent attraction, Defenders