How Skill BuilderS improved talent mobility with Pexip Engage

Skill BuilderS was founded in 1986 as a family business. With 280 permanent employees and around 50 loyal partner colleagues, we coach more than 15,000 people annually in or towards a job throughout Belgium from our over 40 locations, mainly in Flanders and Brussels.

Skill BuilderS Mission

We strongly believe in Talent Mobility. Those who discover, develop and deploy their talents today are better equipped for the future. In every phase of a career, Skill BuilderS supports and coaches both companies and individuals.

Skill BuilderS is mainly active in

• Guidance to work through VDAB and coaching of people who are looking for work
• Outplacement of people who have been made redundant or faced a bankruptcy
• Training & consultancy mainly aimed at higher management around leadership, communication skills & sales
• Assessment & development centre
• Career guidance through career cheques

Skill BuilderS meet Pexip Engage

Before using Pexip Engage the Assessment & development centre mainly made these conversations happen over the phone with endless back-and-forths before a coachee and coach were finally paired together with an appointment in place, a very manual and labour-intensive process.

Skill BuilderS came in contact with Pexip Engage when the Assessment & development centre wanted to offer a quotation module on their website that would make it easy to schedule appointments and offer insights and to allow existing customers to book assessments, as previously there was always a planner in between.

Skill BuilderS has extensively been using Pexip Engage since early 2020, and remains very satisfied, both with the technology and the close cooperation, as with the daily support and the influence on the roadmap.

Skill BuilderS & Pexip Engage have a very strong partnership that both value, with very quick solutions in case of problems and we are extremely satisfied with the collaboration - Gerdy Goditiabois Digital Project Manager, Skill BuilderS

The Voucher project

This case study focuses on a project with the Jump to Work business Unit, that in cooperation with the VDAB (public employment service of Flanders) aims to help people looking for a job with career coaching and guidance.

Enabling the conversation between the coachee and the coach is key in this project

For the VDAB mediation voucher test project in Antwerp specifically, where coachees receive a voucher and can choose from 8 parties for guidance, Pexip Engage and Skill BuilderS teamed up to offer a solution that not only offers an excellent customer experience but would also be natively integrated into the CRM system of Skill BuilderS.

Contrary to the other parties in this test project, Skill BuilderS and Pexip Engage have built a specific customer journey and scheduling flow that works seamlessly to inform coachees about the services that Skill BuilderS offer and lets them immediately make an appointment with a coach.

Because the other parties in this test project work with contact forms, email and phone, thus creating additional obstacles for coachees, we expect significantly higher results than our competitors where the overall user experience is poor which makes it harder for those in the target group that are less digital-savvy.

Making it easy to create a targeted offer for this target group is thus key and we expect great results. Despite a very ambitious goal of being fully live in 3 weeks, the setup of this project went very well thanks to the close collaboration between all parties involved.

Integration with MS Dynamics

A key part of this project was also natively integrating Pexip Engage with MS Dynamics, the CRM system used by Skill BuilderS. This was a cooperation between the Customer Success team at Pexip, the IT Manager of Skill BuilderS and the CRM Partner.

Starting this project, we knew that we were building the first full Pexip Engage/MS Dynamics integration so there could be some minor growing pains, but we ensured that the right people were always around the table, so that this integration went smoothly and well. - Gerdy Goditiabois Digital Project Manager, Skill BuilderS

Before integrating Pexip Engage and MS Dynamics the process went through a contact form, to a mailbox, then mail communication, then call, then contact created manually, then file created manually, …., until finally a coach was found. This process took about 30 steps manually.

Today with the integration between Pexip Engage and MS Dynamics in place, someone signs up, leaves his details, an appointment is scheduled, contact and file are created automatically and the consultant automatically receives everything via her dashboard and can get to work immediately without having to do 30 administrative tasks before being able to start. A smooth operation and huge efficiency gain for the coaches as 99% of the work happens in the background with little impact on front-end users.

The primary drivers for this integration were:

• Overview in one CRM tool on everything related to this project
• An easy way of working for project employees
• Increased efficiency

This allows for a fully automated follow-up for each coaching track from A to Z, creating massive gains in efficiency and customer satisfaction.

We are very happy with the results as this integration has led to more efficiency through time savings and a fully automated process offering our coachees a better customer experience.  We are also very happy with the 45% conversion rate we realized between introduction conversations and coaching tracks. This was truly an example project within Skill BuilderS that allowed our IT department to shine. - Gerdy Goditiabois Digital Project Manager, Skill BuilderS

Looking forward Pexip Engage and Skill BuilderS will continue to work together on other projects, such as a career guidance tender, where the integration between Pexip Engage and MS Dynamics is estimated to lead to a 40% efficiency increase vs the current manual process with coaches all across the country.