Case Study - Helpware: Strengthening Culture with Hirebook

Helpware is a modern customer service company that provides its clients with top-notch customer and back-office support. We spoke with Alex Tereschenko, COO and CoFounder, about the company culture and how he is incorporating Hirebook as a method of further growth and development.

Helpware: A Culture of Feedback 

Helpware has always had a strong focus on culture and feedback. As Alex said, “We realized from the start that happy employees are more productive. We have this startup mentality of people who want to get things done and treat people well.” 

They actively partner with other organizations that embody their values of providing employees and customers with a positive experience.  As a testament to their commitment to their culture, they’ve terminated contracts with clients who have acted out of alignment with their values. 

Helpware’s focus on culture is one of the reasons they’ve been able to grow so successfully - they were named Best Customer Service Provider in 2018 and 2019 by Clutch. They’ve partnered with Cisco, Zendesk, UMG and Google on back end projects and have no plans to slow down anytime soon. 

However, any startup knows that growing pains occur as you scale.  As the company expands their offices around the world, they’re looking for ways to standardize HR processes while maintaining the culture that makes them so successful. 

Strengthening Their Culture with Hirebook

One of the main features of Helpware’s culture is their open-door policy: any employee can come into Alex’s office to ask questions or give feedback. Operations managers and team leads also have communication channels between them to ensure a free-flowing dialogue. 

Helpware encourages touchpoints between employees and managers, as well as ad-hoc feedback opportunities. They conduct quarterly surveys and hold monthly team meetings to address employee questions and ideas. 

All great processes - but Helpware and Alex were looking for a way to standardize these conversations to strengthen their culture of feedback and open communication. So far, he’s seen it in action with his leadership team, where he’s already using Hirebook to conduct ongoing check-ins. 

In the past, Alex and his leadership team were using different software to manage their feedback processes, but he’s been happy with the switch to Hirebook. Ongoing check-ins have helped him confirm what he already knows - his team is a group of high-achieving professionals working tirelessly to move the company forward. 

Per Alex,

This is a group where you might be tempted to skip check-ins since you know that they’re already performing at a high level. But now that they’ve completed these check-ins, I’m even more confident that they’re doing great.

In addition to feedback, Helpware also utilizes OKRs and KPIs to measure employee performance.  They’re using Hirebook’s OKR feature to enhance the company process to achieve continued success.

Looking Ahead with Hirebook

As Alex and Helpware embed Hirebook into company processes, he envisions it harmonizing HR processes in the company. That level of consistency is vital when you have offices across the globe.  

Team leaders and operations managers already have more information to help processes run more smoothly. By connecting team and individual performance, Alex is confident that these benefits will then transfer onto their clients.

According to Alex, any good software should automate and simplify the processes they are working with. Hirebook provides teams with an easy way to track performance conversations and grade OKRs, providing companies with one source of truth around performance. 

Photo credit - graphictwister