HCL Technologies was successfully leveraging Application Tracking System till 2017 to fast track its recruitment process, which contributed effectively till then. However, by 2017, as the strategic business objectives changed, HCL decided to implement advanced technology to create more intelligent recruitment system called Techruit. The new system had to meet the broader objectives of experience, efficiency and impact. The decision dilemmas in front of the core HR team were to choose the right technology for enhancing the effectiveness of talent acquisition process, and the right combination of metrics to measure and improve recruiter performance.

UrbanClap is a marketplace for on-demand services available through a smartphone app. It was established in October 2014 to bring the unorganised sector workforce into the mainstream using the power of technology. Initially, UrbanClap-developed as a horizontal marketplace-faced intense competition from existing and new players operating in the hyperlocal service space. It competed in the on-demand service marketplace by categorising its services into a lead-generation business (connecting the customer with the service provider and charging a fee for matchmaking) and a fulfilment business (taking end-to-end responsibility for service delivery quality). After three and a half years of operations, UrbanClap's co-founders wondered whether they should close the lead-generation business and focus on the fulfilment business.

Case Supplement for Case A00308