How Jobilla Scaled Communications and Cut Costs with Aircall

Recruitment software providers all claim to make hiring easier, but most focus on improving the recruiter’s experience. Jobilla is designed to enhance the candidate experience by making applying for a job as simple as possible. This means more people apply, giving recruiters a broader talent pool to choose from.

In today’s competitive job market, the best candidates might already be working elsewhere and don’t have time for lengthy, complex applications. Other great prospects may be overlooked by recruiters, hidden in the crowd and unaware of new job openings. Jobilla uses targeted marketing to reach both groups and uses suitability tests to automatically sort candidates by how well they fit each role.

Helping businesses to grow has also fuelled Jobilla’s own growth. Since its founding in 2014, the Finland-based company has expanded into Germany, the Netherlands, Curacao and the United States. But as the company scaled, so did its communication challenges—and its mobile phone bills.

"Poor communication is the biggest problem in any organisation," said Pekka Nebelung, Chief Operating Officer at Jobilla. "The more we grow, the more communication points we need and the more complex communication becomes. A strategy that works for 10, 25 or 50 people won’t work for 100. What matters is knowing when it’s time to change."

Nebelung believes success comes when "every employee finds their job easy to manage." Yet, Jobilla’s rapidly expanding global presence was making everyone’s job harder. The message was clear: it was time to change how the company managed voice-based customer communication.

International Calls Don’t Have to Be Expensive

Phone calls are a key part of Jobilla’s organised sales process. Sales reps make outbound calls to recruiting companies and handle a growing number of inbound sales calls. Once a sale is made, the customer service team takes over and helps the client launch campaigns for their customers. This involves 12 touchpoints, including checking in with customers before they present the campaign to their team and following up after the campaign has been running for a week.

Until recently, all these conversations happened on mobile phones. But the rising number of international calls made this approach unsustainable. Not only was it costly, but it also affected the customer experience. This was especially true in North America, where 75% of customers were in the United States but had to call Jobilla’s Curacao office.

"My own phone bill was quite something," Nebelung recalled. "Then when we started operations in the States and Curacao, it became important to build a solid process with proper tools."

HubSpot Integration and Local Numbers on Demand

When Nebelung started looking for a new voice communication solution, he had two main requirements—local numbers and HubSpot CRM integration.

Jobilla knew that having local numbers was vital for sales teams making cold calls. It was also important that customers didn’t have to pay long-distance charges when calling their customer success reps. So, Jobilla needed a system that could create local numbers in the US (and elsewhere) as needed.

Nebelung also wanted a system that would integrate smoothly with the tools his teams already used, especially their customer relationship management (CRM) platform. "HubSpot is a good CRM, and we rely on it a lot," he said. "Even our homepage is built around HubSpot, so it was essential to find a phone system with a HubSpot integration."

After a quick Google search, Nebelung discovered that Aircall was the top recommended phone system by HubSpot’s Account Executives, so he decided to get in touch.

Simplifying Outreach

By rolling out Aircall to all international teams, Jobilla solved several communication issues. For outbound calls, sales reps can create local numbers for over 100 countries in just a few clicks, no matter where they’re based. Inbound callers can also use a local number. And because all interactions go through the same cloud-based system, rather than individual mobiles, customer service calls are answered and resolved quickly.

"Now, when we get an incoming call, our business hours are always open," said Nebelung. "Customers hear a welcome message, and we’ve uploaded our own hold music. After that, the call rings all our customer success team for three minutes. Most calls are answered in that time, but if not, it rings on my device so I can be the backup. If there’s still no answer, we have a voicemail message."

Thanks to the HubSpot integration, whoever answers the call has all the customer’s details right in front of them. Aircall’s native HubSpot integration ensures every call made and received in Aircall is logged in HubSpot. It also saves a recording of each call and prompts team members to leave notes about the conversation.

"HubSpot makes communication really easy," said Nebelung. "Especially where we have a big market share, it’s important to keep track of who’s calling, when and why. So the HubSpot integration with Aircall is really great."

Looking ahead, Jobilla plans to add more integrations, starting with Intercom for customer queries. This will add live chat to the voice platform, including the ability to call customers directly from the chat box. These interactions will also be logged in HubSpot, giving Jobilla a complete view of every customer’s communication with the company.

Building Trust and Measuring Success

After first contacting Aircall, it didn’t take long for Nebelung to be sure Jobilla had made the right choice.

"The integration was important, but what really convinced us to work with Aircall was the live dashboard," he said. "It’s intuitive, user-friendly and not stuck in the ‘80s like most VoIP providers. And what ultimately made Aircall the right voice solution for us was trust. Our Account Executive was fantastic, and I didn’t even need any onboarding because she was so helpful. It was an easy choice."

Since adopting Aircall, Nebelung has found it easy to monitor and improve his teams’ performance internationally. The dashboard lets him instantly see key metrics like call time, wait time, active users and which customers are on hold. He can also listen in on calls directly from the interface and give specific feedback to team members based on what he hears.

"I want to track my salespeople’s activities and their success. If they make 200 calls a day but each one lasts only 10 seconds, I know there’s work to do. It helps me spot problems so I can find solutions and coach people to improve."

Nebelung said Aircall will be key to Jobilla’s ongoing international growth. The ease of adding new numbers and users makes it simple to scale teams and markets. And seamless integrations ensure everyone has the information they need to deliver excellent customer experience.

"Communication is always the key to strategic growth," said Nebelung. "With good communication, we can solve 99% of our problems or at least make them a bit smaller."

Find out more about how your business could benefit from using a VoIP provider.