The document discusses the significance of human support in enhancing the Employee of Record (EOR) experience within the Software as a Service (SaaS) landscape. While SaaS offers convenience and scalability, it lacks the personal touch necessary for effective employee relationship management, which is vital for employee satisfaction and loyalty. The text emphasizes that human support provides essential benefits such as adaptability, problem resolution, and cultural sensitivity, which are crucial for navigating complex employment situations and fostering strong employee connections.

1. https://remunance.com/blog/how-to-boost-eor-experience-with-human-support-over-saas/
How to boost EOR experience
with human support over SaaS?
Software as a Service (SaaS) represents a cloud computing service model
upheld by a third-party provider. It enables users to subscribe to and
access software applications over the internet without the need for local
installation or maintenance on their devices or servers. The web-based
software has revolutionized various industries by providing convenient,
flexible, and efficient solutions with features like any time, anywhere
access, automatic updates, and seamless scalability. SaaS integrates
employee relationship management, project management, email, and
other tools, fundamentally transforming the utilization of software
applications with its user-friendly and adaptable approach.
In fact, the SaaS market has expanded so massively that the 2023 State
of SaaS Series survey anticipates the average SaaS expenditure per
employee to reach nearly $9,600 by the end of 2023, compared to $2,623
per employee in 2021. The graph demonstrates a substantial linear
increase. Despite the saturation of the market with numerous SaaS
products serving millions of people daily, there is still a catch here. The
basic hitch we all tend to forget while getting carried away by the glam of
SaaS tools is the essential role of the human touch in any business activity
which unfortunately SaaS products fail to add in any form or shape.
One of the fundamental aspects we overlook under the ease of the SaaS
tool is employee relationship management. Establishing brand loyalty and
retaining employees necessitates trustworthy connections with each
individual employee. Frequently, we confuse employee relationships with
day-to-day employee service, when actually it’s apples and oranges. While

2. a SaaS tool can handle employee requirements, it falls short of cultivating
genuine relationships with the employees. Strong employee relationships
require human support, as humans possess unique qualities like empathy,
adaptability, and effective communication. Unlike automated systems,
humans can comprehend and resolve complex issues, build trust, and
handle unpredictable situations.
Human interaction is crucial for personalized engagement, cultural
awareness, and obtaining valuable feedback from the employees. A
Microsoft report reveals that 97% of worldwide consumers consider
customer service pivotal for brand loyalty, while a PwC study indicates that
60% favor human interactions for addressing complex issues. Although
technology enhances efficiency, establishing enduring customer
relationships demands authentic engagement and individualized attention.
In the realm of EOR services, employees represent the primary clientele,
underscoring the need to cultivate a credible image and forge personal
relationships among them.
What is the power of dedicated human support?
The success of any business, especially in domains demanding emotional
intelligence, intricate decision-making, and a profound grasp of human
behavior, can be greatly influenced by committed human support.
While SaaS offers the advantage of self-service across various processes,
the burden of constantly “doing it yourself” can become overwhelming over
time. At a certain point, seeking dedicated guidance becomes essential for
making crucial decisions that impact your business.
Examining the advantages and disadvantages of your daily business
activities, along with calculating potential alternative actions to make
informed decisions, necessitates the essential blend of emotional and
logical thinking. This unique combination, crucial for making the right
choices, is a capability inherent to the human brain.

3. Here are several ways in which such support can significantly affect
different aspects of your business, leading to a comprehensive and
successful business strategy:
● Employee satisfaction and loyalty:
Ensuring employees can engage with genuine individuals who
comprehend their requirements and offer personalized help through
dedicated human support leads to heightened satisfaction and enhanced
loyalty when resolving issues promptly and empathetically. For example:
The employees of The Cheesecake Factory are constantly aided with
advanced training by dedicated experts with live projects in their hands
and have excellent recognition program hosted by the senior officials for
every small or big milestone they achieve, where they share their success
stories. This gives the employees extra morale to think out of the box and
achieve something bigger the next time.
● Problem resolution:
Human support is equipped to address intricate issues demanding critical
thinking and problem-solving skills. Interacting directly enhances
comprehension of employee concerns, resulting in more effective and
personalized solutions.
● Building relationships:
Customized engagements contribute to establishing a connection with
employees, nurturing trust, and fostering a sense of connection. The
provision of human support enhances a better understanding of employee
preferences, facilitating more focused and efficient communication.

4. ● Adaptability:
Human support excels in adapting to unique or unforeseen situations,
swiftly responding to shifts in employee behavior or unforeseen
challenges. This flexibility is a distinctive strength that automated systems
may not always possess.
● Brand image:
A positive human support experience not only contributes to a favorable
brand image but also enhances employee recollection and the likelihood of
recommending organizations that excel in delivering excellent human
support.
● Handling emotional situations:
Humans are better equipped to handle emotionally charged situations,
such as employee frustration or dissatisfaction, by providing empathy and
understanding.
● Crisis management:
During crises or emergencies, human support can provide a more
nuanced and compassionate response, helping to manage and mitigate
potential damage to the brand.
● Advisory role:

5. In specific sectors, human support plays a pivotal advisory role by
providing expertise and guidance that automated systems might not
possess.
What are the disadvantages of Saas?
Pressing more on the subject, it is important to address the fact that when
you are planning to expand your business globally, approaching a
Software as a Service (SaaS) tool to meet the daily requirements of your
remote team might be a bane instead of a boon. This happens because
SAAS comes with its own share of disadvantages mixed up with the
intricacies of the new land. Let’s see the plausible drawbacks you might
face with the SAAS approach:
● Limited customization:
SaaS applications are typically designed to be one-size-fits-all, which can
limit customization options for specific business needs. Users may find it
challenging to tailor the software to meet unique requirements.
● Data security concerns:
Storing sensitive data in the cloud raises security concerns. Especially
while expanding your business globally, the risk of data breaches only
increases and you may not want to give away all your company’s critical
information to a software yet. In fact, 58% of world technology leaders
believe that SaaS technology is not capable of addressing all security
concerns.

6. ● Subscription costs:
As the majority of SaaS operates on a subscription-based pricing model,
the cumulative monthly or yearly subscription expenses may pose a
challenge for your recently expanded team.
● Vendor lock-in:
Exploring various SAAS tools is essential before committing to one,
ensuring it aligns seamlessly with your employees’ needs. Transitioning
between SaaS providers poses challenges in managing data migration
complexities and navigating variations in application structures. This
situation may result in a form of vendor lock-in, where businesses find
themselves reliant on a specific vendor’s ecosystem.
● Compliance concerns:
Depending on the industry, navigating regulatory and compliance concerns
tied to cloud-based data storage and processing is imperative. It is pivotal
for businesses to ascertain that their chosen SaaS provider aligns with
pertinent regulations. The intricacies escalate further when contending
with the legal landscape of a newly expanded region. Consequently,
grappling with compounded legal complexities is the least desirable
scenario when establishing a team in a new location.
● Performance issues:

7. SaaS performance is heavily influenced by infrastructure and server
capabilities. Managing the optimal performance of the SaaS tool
consistently becomes challenging with a remote team and diverse
infrastructural setups among employees.
What is the impact of dedicated human support in EOR
beyond software?
Dedicated human support within the framework of an Employer of Record
(EOR) extends beyond mere oversight of employee-related tasks,
emphasizing the cultivation of robust employment relationships. An
Employer of Record (EOR) assumes the pivotal role of the legal employer
for your workforce, overseeing payroll, compliance, and various HR
functions on your company’s behalf.
Beyond these essential responsibilities, EOR services introduce a
personal touch, injecting flexibility and customization into every service
provided. The following enumerates the factors EOR services adeptly
manage, surpassing the capabilities of software alone:
● Compliance and legal expertise:
Human support can provide expertise in mitigating complex labor laws,
regulations, and compliance requirements in different jurisdictions. This is
crucial for ensuring that your company remains compliant with local
employment laws and regulations.
● Adaptability and problem-solving:
Dedicated human support can offer a level of adaptability and
problem-solving that software alone may lack. Employment situations can

8. be nuanced, and having a knowledgeable human point of contact can be
invaluable in addressing unique challenges and finding effective solutions.
● Employee relations:
Managing employee relations requires a human touch. A dedicated
support team can handle employee queries, concerns, and issues,
fostering a positive relationship between the employer, the Employer Of
Record, and the employees. This can contribute to better employee
satisfaction and retention.
● Cultural sensitivity:
Understanding and navigating cultural nuances in employment practices is
essential, especially when dealing with international workforces. Human
support can provide cultural sensitivity, ensuring that HR practices align
with local customs and expectations.
● Customization and consultation:
Human support allows for a more personalized and consultative approach.
EOR services with dedicated support teams can work closely with your
company to understand the specific needs and tailor your services
accordingly. This level of customization is often beyond the capabilities of
standard software solutions.
● Communication and coordination:
Effective communication and coordination are critical in managing a
workforce in a foreign land. Dedicated human support can facilitate

9. communication between your company, the Employer Of Record (EOR),
and the employees, ensuring that information is relayed accurately and
promptly.
● Employee onboarding and offboarding:
The human touch plays a pivotal role in the success of both onboarding
and offboarding processes within an organization. The presence of a
dedicated support team is indispensable, as they not only facilitate the
smooth integration of new employees but also handle exit procedures with
a profound sense of empathy and professionalism. This personal touch
fosters a positive work environment, ensuring that individuals feel valued
and supported from the moment they join to the moment they depart.
● Handling complex HR situations:
In scenarios marked by disputes, grievances, or intricate HR challenges,
the presence of specialized human support becomes pivotal. The inclusion
of dedicated professionals is crucial in facilitating mediation and conflict
resolution, ensuring a fair and compliant process that upholds
organizational standards and fosters a harmonious workplace
environment.
● Local guidance:
By leveraging the invaluable assistance of a dedicated human support
system, you gain a distinct edge in expanding your network, effortlessly
penetrating new markets, and tapping into their wealth of expertise to
navigate local trends. This seamless collaboration ensures unhindered
progress in scaling your business, as you capitalize on the profound
insights and hands-on guidance provided by seasoned professionals.

10. Conclusion:
While software and technology streamline processes, the human element
remains indispensable for addressing diverse and unpredictable aspects
of employment. With dedicated human support, you can create a
comprehensive and effective remote team, ensuring the successful
operation of the show. Acknowledging the potential for genuine human
errors, it is important to study the track records of every shortlisted
Employer Of Record (EOR) meticulously. By thoroughly evaluating the
backgrounds of each potential partner, you can mitigate the risk of such
errors and make an informed decision when selecting the right Employer
Of Record (EOR) for your needs.