The challenge
Since it was established in 2006, Hong Kong Airlines has maintained a commitment to deliver an exceptional customer experience that reflects the unique character of its home base. In line with this commitment, the organisationorganization needed to overhaul its recruitment approach to deliver an exceptional, seamless experience for applicants and candidates.
Hong Kong Airlines wanted to develop a strong employer brand by moving away from its previous recruiting processes, which were both manual and time-consuming. Having worked with a talent management vendor that would sometimes take days to answer system queries, the organisationorganization knew it also needed great customer service and responsive live support from its vendor of choice.
The focus
Hong Kong Airlines wanted to amplify all the positives that make it an award-winning airline by creating a recruitment experience that would reflect its strong employer brand. That meant implementing a professional, seamless recruitment process that made screening and tracking applications streamlined and efficient. This needed to be done in partnership with a vendor that would go the extra mile to provide responsive support and customer satisfaction.
“With PageUp we have real-time live support. We can ask any questions and they can address our issues: the support is very good.”
Rayo Leung
Manager HRMS, Hong Kong Airlines
The solution
Implementing PageUp has meant the human resources team at Hong Kong Airlines now have a streamlined way to capture, screen and comment on all applicant CVs. Rather than resorting to time-consuming manual processes, recruiters now have the relevant candidate information on hand, when and where they need it. Fei Shi, General Manager of HRBP at Hong Kong Airlines, says her entire recruitment team is enjoying the efficiency of using PageUp to process and screen each application. “PageUp is a good software for us to collect and screen CVs: that’s the opinion of our recruitment team. The system helps us screen, review and add remarks on the status of CVs,” says Fei. “Before it was a lot of work – it really cost us a lot of time to process the applications, but when you use the PageUp system, it’s faster.”
When it came time to introduce PageUp’s recruitment solution, the support and guidance provided by the team ensured on-time implementation. This post sales support was a key vendor criteria for the Hong Kong Airlines team, according to Fei. “It’s not just about the product, it’s also about the support: after sales services are very important for the successful implementation of the system,” she says.
PageUp’s support didn’t stop after implementation. Real-time live support and a dedicated Pageup customer success manager continue to help the Hong Kong Airlines team address queries on the spot – so they can get on with their day.
“I think the live support is the best thing from PageUp: with the other system we worked with we had to send an email and then wait several days for the reply,” says Rayo Leung, HRMS manager at Hong Kong Airlines. “With PageUp we have real-time live support. We can ask any questions and they address our issues: the support is very good.”
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