Kforce Professional Services
Customer Success with Pragmatech

Proposal Team Becomes Agent of Change for Improving Sales Effectiveness

The Company

Kforce (Nasdaq:KFRC) provides flexible and permanent staffing solutions for hiring organizations and career management for job seekers in finance and accounting, information technology, health care, clinical research, scientific, title and escrow, mortgage, and banking and credit union. Founded more than 40 years ago, the company has expanded and strengthened its offering through strategic mergers and acquisitions, including its most recent addition of Pinkerton Computer Consultants, Inc., whose Government Solutions Division has become Kforce Government Solutions. Backed by more than 1700 staffing specialists, Kforce operates with more than 70 offices in 44 markets across the United States.

Challenges

Seven different lines of business and a history of mergers and acquisitions, resulted in sales communications that were:

• Inconsistent in branding and messaging and did not reflect the Kforce offering
• Dependent upon the effectiveness of the account manager's personal resources and creativity
• A time-consuming activity that deterred account managers active work with clients and prospects
• Win rates and effectiveness of the company's RFP responses and proposals were not measured

Solutions

• Executive management initiated project to improve the proposal process and to champion sales effectiveness throughout the organization
• Hired a proposal services manager to implement Pragmatech and to build a proposal team
• Created a sales knowledge base and an RFP response process that included proposal tracking
• Implemented Pragmatech's document automation solutions
• Established two internal products for the sales:
•  A team-driven, collaborative service that handles reactive RFPs
•  A series of web-based, personalized communication applications that support the buying process and deliver customized proposals, work orders, no bid letters, and other on demand communications

Results

• Over the course of two years Kforce has doubled its win rate
• Expanded use of personalized communications across the lead to sales cycle – including post sales communications
• Web-based, Kforce-branded templates that guide account managers through the process of generating proposals, work orders documents, confirmation letters, no-bid letters, and other resources – that are tailored to the specific needs of the client
• Improved ramp-up of new hires; new sales, proposal and customer facing employees adopt best practices guided by sales knowledge system
• Account managers report:
•  Increased productivity; they can generate a document in minutes rather than hours or days
• More time invested actively selling or supporting clients
•  Improved win rate
• Consistent messages, wording, and graphical identity are applied throughout sales communications

Perspective

"We had a consultant in Washington, D.C. who was able to produce a proposal that was so effective that he was proactively being offered additional work. And the fact that he could create the proposal in 7 minutes, print the document, and it looks exactly like it would have come from us [the Proposal Team], with customized drivers, in the form they want, and customized to where they are in the market, with hot buttons for them mixed into the proposal. It is a darn good document."

Connie Sanford
Kforce Professional Staffing

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