Customer story
iCIMS
The AI-powered hiring platform behind more than three million users controlled its messaging costs and reached more than 98% email deliverability with a more direct line to email service providers.
Sector
Talent acquisition software
Channels
Headline
98%+ email deliverability
The challenge
Inconsistent deliverability on a platform built for massive scale.
iCIMS is a best-in-class, AI-powered hiring platform providing talent acquisition technology to thousands of enterprises worldwide — applicant tracking, candidate experience management, career sites, a recruiting chatbot, employee onboarding, and more. Its global customer community spans more than three million platform users who receive over 200 million applications and hire more than 5.5 million people a year, including about 25% of Fortune 500 companies.
With global success and a strong reputation among enterprise organizations, iCIMS needed an enterprise-scale email deliverability platform. There was an opportunity to improve deliverability — and, with it, the customer experience. Because email carries communication with job applicants throughout the hiring process, the company recognized the threat poor deliverability could pose. With a global customer community, iCIMS is also continuously adapting to worldwide compliance and regulatory requirements, and needed an email delivery provider to serve as a trusted partner.
“Recruiters don't want to be told the email offer wasn't successfully delivered because, for lack of a better term, their content is considered spammy.”
Steve Cusick, Director of Cloud Hosting, iCIMS
The solution
Seamless deliverability and accessible metrics.
Given its global clientele, iCIMS knew its new email service provider needed to be co-located in the United States and Europe. Bird met that initial criteria, and its robust, well-documented service API made the platform an easy choice as iCIMS's new email-sending platform.
- A more direct line to providers. The partnership gave iCIMS a more direct line to email service providers, improving deliverability rates, email analytics, and the ability to diagnose issues faster.
- ESP-aware retry handling.Bird honors the retry policies for each ESP — if a message to Gmail is rejected, Bird knows Gmail's retry policies and works to avoid harming sender reputation by sending too frequently.
- Self-service tools for support teams. Bird reduced resource strains on iCIMS customer support with self-service tools where team members can quickly search and sort through email metrics to identify the cause of a performance issue.
With built-in analytics, real-time alerts, and a robust API to integrate with existing workflows, iCIMS improved its email performance while controlling messaging costs and improving communication around its customer email campaigns.
“Now, our customer success teams can run reports and queries for individual customers, which frees up my team to focus on their highest-priority work, and it returns a quicker solution for our customers.”
Steve Cusick, Director of Cloud Hosting, iCIMS
The results
An effortless, efficient email program.
Communication gaps were once one of the biggest limitations impacting the company's email deliverability. Now, direct communication is a cornerstone of its long-standing relationship with Bird. About 95% of Bird's email customers outperform their industry's deliverability benchmarks, and iCIMS is among that group — now reporting deliverability rates above 98%. Automated reporting lets the company track the volume it sends and more accurately anticipate messaging costs, while self-service access to detailed engagement metrics helps its teams answer email-performance queries.
98%+
Email deliverability, placing iCIMS among the roughly 95% of Bird email customers who outperform their industry's benchmarks.
Cost control
Automated reporting lets iCIMS track sending volume and more accurately anticipate messaging costs.
Metrics access
Self-service tools let teams quickly search engagement data and resolve email issues.
“We don't need to open a ticket to place a request with Bird. We can directly contact our service rep in Slack. We need that sense of urgency. Direct access to the support organization is a huge benefit for us.”
Chris Young, Expert Engineer, iCIMS
Carry-forward reference from bird.com. Metrics and named quotes reported by iCIMS.
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