-: Mike, we've got a huge problem
that's impacting on every area of operations.
There's a boom in demand in delivery services
but we simply cannot recruit enough staff
and it's hitting our customer service levels.
Late delivery rates are five times higher
than six months ago.
And that figures rising all the time.
Dan, do you want to pick it up from here?
-: Sure, hi.
I'm Dan from the US operations team
and yep, we're facing a big, big labor problem.
The thing is we're getting candidates applying
but then we're losing them along the way.
And even when we do take on a recruit,
only half are actually turning up on their first day.
-: That's frightening.
Why do we think this is happening?
-: I think we can come over us being a bit old fashioned.
I mean, we still send out contracts by post
and even when we use emails,
it's just a load of PDF files to print.
Most of our new recruits don't even have a printer
and it just puts them off.
So they accept other offers.
-: Dan, have you got any ideas what we can do differently?
-: We need to make it more exciting
for these young people joining us.
I mean, we're a great company to work for,
but we need to help recruits see that.
-: We need to keep them engaged
throughout their time with us.
And once we've got them on board, we want to keep them.
-: We need to keep them engaged with us,
right through to their first day.
-: How can you make that happen?
-: Well, Susan's got something to show you
and you're going to like it.
-: Thanks Linda.
Hi Mike, hi Dan.
Like she said, I'm Susan
and I've been working with Linda
to pilot a better way of engaging new recruits.
We've called it The New Joiner Journey.
Let me share my screen.
You seeing it, okay?
-: Yes. -: Yep.
-: Great.
So we've made a set of digital packs
using a system called PageTiger.
-: PageTiger? -: Yeah.
It's a great thing we saw
some of our competitors using to create interactive packs.
It's easy, but I think what we've done with PageTiger
is even better.
-: So what is a digital pack?
-: Well, let's take a look at the first one.
It's confirming the candidate's interview slot.
Now we'd normally just send them an email
but with this PageTiger pack,
they get a really personalized experience
on their cell phone, on their tablet or even their computer.
It's how they'd expect to receive information
but it's still impressive.
They get all the information they need,
instructions on where to go,
who's going to be interviewing them
and some information about Parcelwave.
-: It does look really good
but how much time is it gonna take?
-: Oh, no time at all.
Dan, let me show you how your recruitment teams
would use PageTiger.
You'd log into PageTiger
and choose the kit you wanna use.
There's options for a virtual interview
or face to face.
Then you are simply following a wizard.
Let's say you are interviewing Linda.
You just type in her name, the role and the interview date,
then you send it by email.
-: We've been testing this
and it really is as simple as Susan says.
And the great thing is that
you can see if the candidate has looked at the pack,
which elements they've clicked.
-: And we've even included a notification
that's sent to the recruiter
when the candidate confirms their attending.
-: Susan, you've said this as a joiners journey
have you made other packs?
-: Oh yes.
The interview invitation is just the first step.
Once we're ready to offer,
then this pack summarizes the offer.
The candidates can accept here.
And when they do the pack unlocks the next stage
it explains the screening checks
and the information we need from them.
-: But this isn't the actual contract.
-: Oh, no, no, no.
This is the preliminary offer
which is subject to references and checks.
Once they've completed,
we send this final offer pack
and it's got the link
to the DocuSign version of their contract.
-: But what about the gap between the preliminary offer
and the start date?
I mean, that's where we're losing so many good candidates
along the way.
-: Yes, well, on average, it's a four week lag.
So we have four more packs that are sent out.
There's one for each of the four weeks
to keep the recruit connected with us.
Week one outlines what they are going to expect
in their first few days.
Week two, they can order their uniform.
Week three, there's some events to look forward to.
And week four, their buddy,
the person who will be looking after them
in their first few days has recorded a personal message
on their cell phone.
-: So we build a set of these PageTiger packs
for each new employee.
-: That's right, Mike.
They can access them
right through to their first day with us.
-: And if we send a pack out, can it be shared with others?
-: We can lock the packs to only be seen by the candidate.
It's actually much more secure
than sending an email attachment.
-: So for each pack,
we just choose a kit
and add a new starter details.
-: That's right, it's fast and easy
-: But how are these packs made?
-: Well, that's easy too.
Let me show you how I made the packs you've seen.
Just dragging content like this picture from our library
and editing text
and drawing interactive modules onto the page.
Everything's locked to our brand.
so each pack is consistent
and once a pack is made,
it can be copied to make versions
for different regions and countries,
even changing the language.
-: Susan made all these packs.
Then we piloted across 50 new recruits.
We then used PageTiger's analytics to assess engagement
and get candidate feedback.
-: And what did the results look like?
-: Take a look.
Out of the 50 recruit surveyed,
everyone said that the experience
exceeded their expectations
-: And how many arrived for their first day?
-: Every single one of them.
-: So, how do we roll this out?
-: Well, the packs are already ready to go
and there's not much for the recruiters to learn
but we'll create a short tutorial and test
before each one is assigned a license.
-: And I guess that tutorial will be a PageTiger pack too.
-: It certainly will.
-: Great work, Susan.
And thank you, Linda.
Let's do it.
(upbeat music)