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Modern Customer Hub Development for Recruiting Firm

launchpadlab.com

Information technology

Challenge

Bullhorn is facing challenges due to a fragmented customer support system resulting from numerous acquisitions and outdated legacy systems. This leads to decentralized data, an outdated and inefficient user experience (UX/UI), slow manual workflows, and limited support functionality. The lack of a single source of truth for customer information and integrated systems negatively impacts customer satisfaction, operational efficiency, and revenue growth.

About the Client

Bullhorn is a global leader in recruitment technology, providing cloud-based software solutions to staffing firms for the entire recruitment lifecycle.

Objectives

Develop a unified, modern, and AI-powered customer hub to streamline customer support and enhance the overall customer experience.
Eliminate data silos and provide a single source of truth for customer information across all systems.
Improve operational efficiency by automating workflows and reducing manual processes.
Increase customer satisfaction through personalized self-service tooling and agentic support.
Accelerate time-to-resolution for customer support inquiries.
Reduce the volume of support cases by providing easily accessible documentation and self-service options.

Functional Requirements

Single Sign-On (SSO) authentication with multi-factor authentication.
Personalized user dashboards based on user, account, and product associations.
Unified case management with submission, commenting, escalation, and status tracking.
Self-service knowledge base with search functionality.
AI-powered chatbot (Agentforce) for instant answers and issue resolution.
Integration with existing systems (Salesforce, Search Unify, Madcap Flare, Confluence, WordPress, Docebo, Atlassian).
Product-specific information and resource access.
Subscription preference management.
Course tracking and enrollment visibility.

Preferred Technologies

Search Unify

Large Language Models (LLMs)

Atlassian

Salesforce

API Integrations

Integrations Required

Salesforce CRM
Search Unify (SU)
Madcap Flare
Confluence
WordPress
Docebo
Atlassian Jira/Confluence

Key Non-Functional Requirements

Scalability to handle increasing user volume and data.
High performance and fast response times.
Robust security to protect customer data.
High availability and reliability.
User-friendly and intuitive interface (UX/UI).
Accessibility compliance (e.g., WCAG).

Impact

The new customer hub is expected to significantly improve customer satisfaction, reduce support costs, increase operational efficiency, and drive revenue growth through improved customer retention and potential upsell opportunities. The faster access to information and improved support experience will empower customers, while the streamlined workflows will free up Bullhorn’s support teams to focus on more complex issues.