SEEK is Australia's number 1 job site and training provider. It has two customer-facing segments to its business -- the SEEK.com.au job board which serves employers and jobseekers, and its online training and development business, SEEK Learning.

SEEK's job board attracts around 15,000 customers per month and has over 200,000 job ads on its site at any one time. Its customers include recruitment agencies, large corporations, government departments and SMEs. It also offers a range of distance education and classroom training courses to job seekers and corporations through SEEK Learning.

Communication challenge

In July 2008, SEEK recognized its staff needed a better communication tool to support them in delivering an even better customer service experience. Meahan Callaghan, SEEK's Human Resources Director and the project sponsor, explained: "As we increased the size and diversity of our product offerings, the range of questions we started to receive increased too."

SEEK operates a 50 person customer service team in Melbourne, focused on servicing client requests. The company had an existing intranet in place however it wasn't being well used by the business and required a lot of time for little return.

"The functionality just wasn't there for content management and even a small change required the involvement of our IT department," Callaghan said. "It wasn't dynamic enough to accommodate the need for fast and easy updates. It became easier to send an email, so people were doing that."

Reliance on email was impacting on the timeliness and accuracy of information being supplied to customers as it relied on people checking their email and working off the latest version of sales scripts.

SEEK required a single point of entry for customer service staff to quickly and easily find the information they needed to help them provide a great customer experience. They also wanted a platform to enhance internal communications generally, with the objective of even happier employees.

The specific goals for the new intranet were:

To provide a single hub of information to assist customer-facing staff perform their roles;

To provide an even better customer service experience for customers;

To migrate the intranet from the IT department to the general business; and

To further improve internal communications and the culture at SEEK.

The business case

SEEK wanted a solution that could be deployed quickly, in line with the fast moving pace of its business. It also wanted to minimise the potential impact on the day to day running of the company.

"Larger organizations might want to spend months developing an intranet project, but that's not us," explained Callaghan. "It was important the focus remained on our core business."

SEEK evaluated a number of solutions on the market but iD stood out due to its feature rich, off-the-shelf value proposition, which suited SEEK's requirements for a speedy and cost effective solution.

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