Case Study: RGA drives adoption and reduces escalations with Phenom Hypercare

RGA reduces support escalations by 95% with Phenom

RGA, a global reinsurer, sought to modernize its talent acquisition process for recruiters, hiring managers, and candidates across its worldwide operations. The company partnered with vendor Phenom to implement a suite of products including Phenom Talent CRM, a global career site, and automated interview scheduling, all integrated with Workday. Their key challenge was ensuring a successful go-live and driving mass adoption of the new platform.

Phenom provided a structured post-go-live support strategy through its Phenom Hypercare service. This involved proactive monitoring, prioritized issue resolution, and a layered support model with super-users. As a result, RGA saw a 100% improvement in platform health metrics, a 95% decrease in support escalations, and generated over 142 new ideas from user feedback, establishing a strong foundation for long-term adoption and success.

RGA