What Did the HR Tech Salesperson Say? SHRM Annual 2014 Presentation

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What Did the HR Tech Salesperson Say? Demystifying the HR Tech Selection and Implementation Process. Presentation given by Steve Boese and Trish McFarlane at the SHRM Annual Conference, Orlando, FL on June 25, 2014.


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What Did that HR Tech Salesperson Say?SHRM Annual Conference June 2014TitleSubtitleName of Presenter 2014 Brandon Hall Group, Inc.q1Presenters 2014 Brandon Hall Group, Inc.2A preeminent research basedadvisory and analyst firm.

Established in 1992Nearly 200,000 subscribersOver 10,000 clients globallyMemberships and Research

About Brandon Hall GroupEmpowering Excellence in Organizations

2014 Brandon Hall Group, Inc.3

2014 Brandon Hall Group, Inc.Our main areas of focus are Learning and Development, Talent Management, Leadership Development, Talent Acquisition and Human Resources . Weve been around for more than 20 years and focused on empowering excellence in organizations. We have a rich membership program that offers research, advisory services, peer networking, comprehensive solution provider coverage through our KnowledgeBases, and much more4We encourage you to tweet during the session.#SHRM14@SteveBoese@TrishMcFarlane

Session EvaluationsHousekeeping5 2014 Brandon Hall Group, Inc.Todays Agenda1. Classic HR tech purchase process steps2. What did the HR tech salesperson say?3. A Framework for better tech purchase decisions4. Breaking down the process5. Implementation Tips6. Wrap-up 7. Q& A 2014 Brandon Hall Group, Inc.6StrategicWhat issue are you trying to solve?What is the future-state vision?TacticalComplianceTalent EnhancementOrganizational Needs Today vs. the Future7 2014 Brandon Hall Group, Inc.Understand the needs of the organization. Do you need time and attendance solutions, payroll processing solutions, tax solutions? Maybe you need all three or a combination of two. What is your budget? These are some of the critical answers youll need as you start to think about what type of payroll service will work best.

2. Know what type of payroll service works best for your organization. Are you going to do payroll in-house with a vendor or do you want the vendor to provide all the payroll services? Do you already have a payroll staff or are you going to hire them? All these questions are important to have answers to before you start talking to the providers.

3. Check out the vendors. Ok, shameless plug for Brandon Hall Group memberships, but having access to our KnowledgeBases is definitely the easiest way to pull information on various providers and compare them side-by-side. If not, youll be determining what to include in your RFP and then will need to determine which vendors provide the types of solutions you need.

4. Demo, demo, demo. Did I mention demo? As a former HR leader who supervised a payroll department, I can tell you that there are so many intricacies to payroll that youll want to see the provider solutions in action. This is one area not to skimp on. The time you spend will be well invested and will help ensure you get a solution that best matches your need and your budget.

5. Ask all the right questions. Be sure to ask how well the solution will integrate with your existing systems, how secure is the organizations data, how long it takes to implement the system and what resources are necessary. Youll want to know every detail on pricing too. Different providers handle pricing differently so be sure to ask how much it will cost per employee or per transaction. Also, dig in on which fees are part of the cost and how much the extras, like tax services, will be.

6. Ask around. Youll need to spend time talking to references. Much like the demo stage, this is not one to skip. Also, dont just call and ask a few easy questions about their satisfaction with the provider and the payroll system they selected. Be sure to ask how the provider responds when things go wrong, because they will. Ask how responsive providers are, how quickly they resolve issues and if they are available for questions. Give examples for them to respond to, like how providers respond when a group of employees is not paid correctly due to a system error, or if state taxes are not handled properly.7Why Organizations Change HRIS System Providers8 2014 Brandon Hall Group, Inc.Another key area I examined was why organizations change providers. Here youll see the top reasons that organizations say they change HR system providers. Keep in mind, these are often your HRIS/ benefits and payroll systems. This can also include your workforce management systems. For many organizations, as they built their organizations over the years, they picked up many disparate systems to handle a variety of tasks. System integration came in as the most important driver of change for HR systems and user experience was close behind.8Why Organizations Change Talent Management System Providers9 2014 Brandon Hall Group, Inc.When looking specifically at the talent management systems (again such as those that handle performance management, coaching, mentoring, succession planning, rewards and recognition, etc) we see that user experience and enhanced reporting both rank quite high as reasons organizations would switch providers.9So, what did the HR tech salesperson say?10There isnt a Yelp or TripAdvisor for HR TechnologyUser Experience is not universalVendor viabilityIt is on the road mapSolution ecosystemAnd one bonus rule Price is only one variable in the ROI calculation 2014 Brandon Hall Group, Inc.I see these as building up one by one and this is where we would do the dialogue about what the HR Tech person says and what it really means

There isnt a Yelp for HR Technology

Trish So what do your other customers say about this solution? Steve We have industry leading customer satisfaction ratings.Trish What exactly do you mean by that?Steve We have industry leading customer satisfaction ratings.

Then we spend a minute breaking that down, explain why this is a problem for the HR buyer and what they might be able to do about it.

10A simple framework for making better HR tech decisions11 2014 Brandon Hall Group, Inc.Here is where I thought wed break this down into




And try and give 2-3 key takeaways for each process step11Researching HR Technology solutions12

2014 Brandon Hall Group, Inc.We will need to be a little careful here that we dont come off as sounding like we are selling our own stuff too much

Events and ConferencesAnalyst reports and advisory servicesSocial Media/Online forumsPeersColleaguesVendors

12 Understanding Sources of Information13InformedBiasedLowHighLowHighYour MomVendor Sales StaffCustomerReferencesNeutral IndustryAnalystsColleaguesOnline PunditsVendor PartnerConsultantsIndustryPublicationsVendorCollateral 2014 Brandon Hall Group, Inc.To RFP or Not14How many providers did you compare in your RFP process?

None18%2-354%4-6 25%7+ 3%

2014 Brandon Hall Group, Inc.Creating personalized evaluation criteria

15 2014 Brandon Hall Group, Inc.The idea here would be to talk about the different elements that factor into the evaluation and that each specific organization would have a different level of importance attached to each criteria, and may even have some additional or different criteria altogether

We could then give some examples of types of systems and types of companies that would say value functionality more than UX, or Cost/ROI more than Product Vision, that kind of thing.15 Decision Process- Most Important Factors16 2014 Brandon Hall Group, Inc. Decision Process- Least Important Factors17 2014 Brandon Hall Group, Inc.Which functions were represented on the selection team for your organization's most recent HR technology system purchase or upgrade?

Getting the Right Team Involved18

2014 Brandon Hall Group, Inc.Running the Demo 5 Keys for HR19 2014 Brandon Hall Group, Inc.Selecting the right HR technology solution20Capability today, tomorrow, in 3-5 years

User Experience if no one uses the system, none of this matters

Price/ROI Make sure to factor in ALL costs and benefits

Technological fit No HR system is an island unto itself

Cultural fit Will you be able to partner with the vendor? 2014 Brandon Hall Group, Inc.Key Practices in Implementation 21 2014 Brandon Hall Group, Inc.For core HR systems, youll see that budgeting more time for training and implementation are the top things the HR leaders wish they had done. This is followed by developing a change management plan. As someone who has implemented many systems, I can attest that these are the critical pieces to consider as you look to purchase new technology. Asking more questions around timing and ensuring you have both your team, the leaders and the employees trained on the system is critical to user adoption of the new solution.

When looking at the talent management systems, youll notice the results are very similar. Budgeting more training time and implementation time were also key. Additionally, spending more attention on evaluating the talent management strategy up front is important. I have worked where we got partially through an implementation only to realize we needed to tweak our strategy before proceeding. Taking that time before implementation would certainly make the implementation process run more smoothly.

21TipsBe honest and upfront about resource availabilityMake sure your project team is empoweredVendors need to develop their own staff too, expect a mix of experience and capability in vendor staff. Remember it is in the vendors best interests for your project to be a screaming success and for you to tell all your HR colleagues how wonderful this technology is. The vendor is on the same team as you, even though it doesnt always seem like it

Partnering With Vendor Staff from the Vendor Point of View22 2014 Brandon Hall Group, Inc.Research- There are a wide variety of sources

Selection- Spend time