Software, Satisfaction and Success - William Tincup
 

Like this? Share it with your network

Share

Software, Satisfaction and Success - William Tincup

on

  • 453 views

Software, Satisfaction and Success - William TincupCEOTincup & Co. ...

Software, Satisfaction and Success - William TincupCEOTincup & Co.

HR and Recruiting software vendors come in all shapes and sizes. For a moment, let's create a world of black and white where vendors are either terrific or horrific.

Terrific vendors care deeply about users adopting their software. Horrific vendors take users for granted. Terrific vendors more than adequately train all users of their software. Horrific vendors create a profit center around the training of their software. Terrific vendors collaborate with practitioners to help mitigate change in their organization. Horrific vendors are clueless about change management. That's your problem. Terrific vendors create fair contacts with their clients. Horrific vendors don't. White is white, black is black.

Turns out, software satisfaction is important. We’ll explore the 7 Pillars of Satisfaction:

• Product - Does it do what they said it would?
• Sales - Would you purchase from them again?
• Negotiation - Was it fair?
• Implementation - How did it go?
• Training - Did they train everyone?
• Adoption - Are employees using the technology?
• Support - Are they there for you?

During this session William Tincup will explore the intrinsic relationship between: software, satisfaction and success. The session will be discussion based... so, bring a notepad... and an opinion.

Learning Objectives

• Strategic understanding of HR software contracts and software contract negotiations
• Building a better business case for critical HR software applications
• Strategic look at software vendor selection from a process & outcome perspective

Statistics

Views

Total Views
453
Views on SlideShare
453
Embed Views
0

Actions

Likes
0
Downloads
18
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Software, Satisfaction and Success - William Tincup Presentation Transcript

  • 1. Software, Satisfaction and Success William Tincup, SPHR
  • 2. 7 Points of Satisfaction Product Does it do what they said it would? Sales Would you purchase from them again? Negotiation Was it fair? Implementation How did it go? Training Did they train everyone? Adoption Are employees using the technology? Support Are they there for you?
  • 3. Product • How do we do this now? • Is my process right and my product wrong? • What features are really important to us? • What reports are really important to us? • What else does this product need to be connected to (data portability)? • What insights will be created with this new product?
  • 4. Sales • How am I being treated? • Do I feel like I’m being over-sold? • Have they done significant work in my industry / vertical market? • Did the demo meet my expectations or exceed my expectations? • Do they have significant case studies? • Are references easily provided?
  • 5. Negotiation • How does the vendor make money? Specifically. • Am I giving up things (features / reporting) that are important to me? • Any last minute surprises? • Who owns the data? • How easily can you get out of the contract? • Is the implementation fixed or variable cost?
  • 6. Implementation • Can I meet my implementation team before I sign the contract? • How fast will we get into the software? • How are we going to manage change? • How are we going to communicate software change to all users / employees? • How will we define success for the implementation? (speed, quality, NPS)
  • 7. Training • How do we successfully onboard new users? • Will all users be trained the way they want to be trained? • How will we assess for learning styles? • How will we assess for learning differences? • Ask the vendor to describe training best practices they use with other clients?
  • 8. Adoption • How will we get users to “love” the new software? • How will we know if they don’t? • Who owns user adoption? • Do you provide any usage, consumption and/or adoption metrics? • Ask the vendor to describe user adoption best practices they use with other clients?
  • 9. Support • How do you handle help desk items versus things that are broken? • Do they answer the phone? • Do they meet you where you are? • Are they proactive or reactive? • Do they charge for support? • Ask the vendor to describe support best practices they use with other clients?
  • 10. Peer Review Questions Product Does it do what they said it would? Sales Would you purchase from them again? Negotiation Was it fair? Implementation How did it go? Training Did they train everyone? Adoption Are employees using the technology? Support Are they there for you?
  • 11. Remember… "a feature is not a feature unless users use said feature"
  • 12. Thank You William Tincup, SPHR Tincup & Co. Email william@tincup.com Website http://www.tincup.com LinkedIn http://www.linkedin.com/in/tincup Twitter http://twitter.com/williamtincup Facebook http://www.facebook.com/tincup Pinterest http://pinterest.com/williamtincup Instagram http://instagram.com/williamtincup Mobile +1-469-371-7050 Skype williamtincup