Customer Service and Account Support
What is the process for creating a support ticket and how long does it stay in queue? What if the issue is urgent? What makes for almost a perfect experience for you as the end-user, is how quickly the system vendor comes to your aid when you need help.
Having worked on multiple HRIS and HCM systems, customer service is the top vendor differentiator. This is especially important for the back-office user who needs to quickly understand and fix system related issues to keep the business going. Ask to see the vendor’s detailed customer support plan to ensure this will work for your organization. If a vendor is not willing to offer this detail, this should be a red flag. Issue resolution turnaround times, consistent service check ins, and a clear escalation process should be included in the customer support plan.
Questions to ask about customer support may look something like this:
- Will I be assigned a dedicated account manager, or will I have to call a 1-800 number for support?
- What are the turnaround times to receive feedback or answers to questions?
- Define the different types of issues and the expected timeframe to receive a resolution for each issue
- Will there be service check-in calls? When and how often?
- Who will be the assigned escalation point of contact?
Annual and Ongoing Maintenance
A larger and more established organization with a dedicated HR team may be ready for a robust system that they can configure as business needs change. However, small to mid-size organizations need a solution that need minimal configuration or set up. It’s important to note what the system vendor says will be your responsibility to configure. There are some vendors that will make configuration updates at little to no cost. However, many vendors do charge additional fees to make additional system updates post-implementation. Annual or mid-year setup changes may include adding a new division or setting up a special open enrollment period. Understanding the specifics of ongoing maintenance and associated costs are other key decisions in selecting an HRIS solution.
Questions to ask about annual and ongoing maintenance may look something like this:
- If a process breaks or needs to be changed or updated down the line, will the vendor assist with this or is this the client’s responsibility?
- Will there be additional costs if the vendor assists to make changes or updates?
- During benefits open enrollment season, will the vendor configure the system, or will this be the client’s responsibility?
Functionality
Will the system be able to accomplish and manage all of the tasks you need done for your business? Do you need to send mass emails to employees for a certain workflow or activity? Can the system integrate with other tools utilized inhouse? Is the system configurable? Are you able to customize certain functionality (i.e., add additional workflows) or does the system come as a boxed solution?
Does the functionality work as you may expect? For example, does the evidence of insurability workflow for life insurance benefits trigger expected notifications? A system demonstration is the best time to look at how key features work. It’s important to take time during the demo and ask questions specific to your needs. You may have to go through additional demo sessions as this is the only way you get to really see what you are purchasing.
Ease of Use
How quickly an end user can get up to speed on a new HRIS system can make or break the “human experience.” Are you able to quickly find and generate reports? Can you easily adjust reports by adding fields to it? If a configuration step is missing (i.e., a Qualifying Life Event workflow is not working properly), can you or your team fix it quickly or do you have to wait for days that turn into weeks and months for a configuration expert? Are you able to quickly navigate to find workflows and dashboards?
Most system vendors will offer introductory user training to their clients. However, HR teams change or experience turnover. The biggest complaint we get from clients is that they do not know how to use the system. A system that is easy to navigate, with “how to” tools, training manuals, and a knowledge base is key.
Implementation Process
Small to mid-size systems take an average of 3-6 months to implement. Large HCM solutions can take over 12 months to implement. Although timing is important, understanding the implementation process is the key to a successful “go begin” (aka “go live”).
Obtain a project plan early so that you are aware when the client team will be needed in the process and for what reasons. This helps to plan for the right resources and dedicate time for the project. For example, gathering required census data for an implementation can be a daunting task. Understanding the data needed early helps to create a streamlined process for gathering and validating the data. Who is doing what is also important to keep in mind. What tasks is the system vendor responsible for versus you as their client? When will training happen for the end users?
A good project plan should be able to answer these questions.
Industry Reputation and Innovation
There is a big difference between seeing a system demonstration that has all the bells and whistles, vs. knowing what the end users will say or think about the product. Does the system constantly break without any explanation? For example, a configuration suddenly went missing but the vendor is unable to tell you exactly why it went missing or who changed the configuration. Does the system vendor provide a roadmap of how they plan to address global issues and make future improvements and updates? How often does the vendor meet with other technology consultants and advisors in the industry to hear what features their clients are asking for?
If you are able to work with a system consultant who has supported multiple clients utilizing different HRIS systems, this insight is invaluable. You may also inquire with fellow HR colleagues and leaders in the industry about their experience with a certain vendor.
HCM Tech Advisory has the expertise and experience to guide you in your HRIS selection and implementation process. To learn more and for a complimentary consulting review, contact us at info@hcmtechadvisory.com.
