How a Business Leader used Hitch to earn 30% growth and keep her initiatives on track
When HERE Technologies Senior Manager Melanie C. found her funding put on hold due to the COVID-19 pandemic, she worried about the viability of her initiative to drive self-service systems for HERE customers. After reading a survey from a market leader that customer based self-serve opportunities increased market-wide by 30% in the first few weeks of the pandemic, Melanie knew she had to find another way to keep her project on track in these challenging times.
Melanie knew that HERE was using Hitch’s Talent Mobility Platform and she understood that she could post opportunities on the platform for colleagues to see. She posted her project on Hitch’s platform and was able to connect with eight people located around the world with a wide variety of skill sets. She set up the eight employees with part-time positions on her project. From knowledge management to data analysts, she assembled her team and developed a project plan. Then she kicked off multiple projects and quickly accelerated with her funding still on hold. Growing self-serve options for customers remained at the top of her priorities.
Melanie’s new team achieved and expanded the internal knowledge base and self-serve options by 30%. Other key benefits achieved included faster time to resolve issues, cost savings through case deflection, and increased customer satisfaction. Overall, HERE employees found the project experience beneficial as they came together to help customers as a dynamic team.
Bringing people together across time zones and departments to achieve company goals and build their skills are central to Hitch’s talent mobility plan. Hitch delivered value at HERE and addressed funding and remote work challenges that many professionals are dealing with today.