Senior Director of Customer Support, North America, HunterDouglas
Finding the right ambassadors
Hunter Douglas employs and works through strategic partners all over the world to essentially serve as customer-facing ambassadors of its business. For instance, in the US, says Melinda Keith, Hunter Douglas’ Senior Director of Customer Support for North America, the company deploys its network of independent installers into customers’ homes to set up thousands of new custom window treatments each day.
“When you send an installer into a customer’s home, they are entering that person’s kingdom,” she relates. “The homeowner sees this person as representative of Hunter Douglas, making it incredibly important that we have vetted and are endorsing the individual who is physically walking into their home.”
Melinda explains that Hunter Douglas considers its external contract workers to be an extension of its larger internal employee family. “And so we really need to know who we are inviting to be a part of our family to ensure they share and uphold the same strong values and standards that are hallmarks of our company,” Melinda states. That’s where Sterling comes in. “We needed a true business partner to help us, not just another vendor,” she asserts.
Hunter Douglas utilizes Sterling’s proprietary technology platform, which serves as a fully integrated solution that manages background screenings and onboarding activity with secure anywhere/anytime access, minimal data entry, and accessibility via most web-enabled devices. The platform is designed to accelerate time to hire, create a great candidate experience, and provide a vehicle to be more regulatory-compliant.
“This has proven to be a really great tool for our larger organization across North America,” Melinda says. “The background check, employment verification, and education verification components are the most important elements for us today. And our recruiters are getting really prompt turnaround with very few issues when we have to raise our hand. The Sterling team is communicating well when we have a question or a concern, and are finding solutions for us quickly.”