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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  • Our main areas of focus are Learning and Development, Talent Management, Leadership Development, Talent Acquisition and Human Resources . We’ve 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 more
  • 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 you’ll 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, you’ll 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 you’ll 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 organization’s data, how long it takes to implement the system and what resources are necessary. You’ll 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. You’ll need to spend time talking to references. Much like the demo stage, this is not one to skip. Also, don’t 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.
  • Another key area I examined was why organizations change providers. Here you’ll 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.
  • 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.
  • 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 isn’t 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.

  • Here is where I thought we’d break this down into




    And try and give 2-3 key takeaways for each process step
  • We will need to be a little careful here that we don’t come off as sounding like we are selling our own stuff too much

    Events and Conferences
    Analyst reports and advisory services
    Social Media/Online forums
  • 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.

  • For core HR systems, you’ll 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, you’ll 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.

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

    1. 1. Title Subtitle Name of Presenter What Did that HR Tech Salesperson Say? SHRM Annual Conference – June 2014 © 2014 Brandon Hall Group, Inc.
    2. 2. Trish McFarlane VP of Human Resource Practice/ Principal Analyst Brandon Hall Group Steve Boese Co-Chair, The HR Technology Conference LRP Publications © 2014 Brandon Hall Group, Inc. Presenters
    3. 3. About Brandon Hall Group “Empowering Excellence in Organizations” © 2014 Brandon Hall Group, Inc. A preeminent research based advisory and analyst firm. • Established in 1992 • Nearly 200,000 subscribers • Over 10,000 clients globally • Memberships and Research
    4. 4. © 2014 Brandon Hall Group, Inc.
    5. 5. Housekeeping We encourage you to tweet during the session. • #SHRM14 • @SteveBoese • @TrishMcFarlane © 2014 Brandon Hall Group, Inc. Session Evaluations 5
    6. 6. © 2014 Brandon Hall Group, Inc. Today’s Agenda 1. Classic HR tech purchase process steps 2. What did the HR tech salesperson say? 3. A Framework for better tech purchase decisions 4. Breaking down the process 5. Implementation Tips 6. Wrap-up 7. Q& A
    7. 7. Organizational Needs Today vs. the Future © 2014 Brandon Hall Group, Inc. Strategic • What issue are you trying to solve? • What is the future-state vision? Tactical • Compliance • Talent Enhancement 7
    8. 8. Why Organizations Change HRIS System Providers © 2014 Brandon Hall Group, Inc. 60% 50% 40% 30% 20% 10% 0% System Integration User Experience Enhanced Reporting Consistent Content HR Systems HR Systems 8
    9. 9. © 2014 Brandon Hall Group, Inc. 80% 70% 60% 50% 40% 30% 20% 10% 0% User Experience Enhanced Reporting & Analytics Improved Administration Talent Mgt Talent Mgt Why Organizations Change Talent Management System Providers 9
    10. 10. So, what did the HR tech salesperson say? © 2014 Brandon Hall Group, Inc. 10 There isn’t a Yelp or TripAdvisor for HR Technology User Experience is not universal It is on the road map Vendor viability Solution ecosystem And one ‘bonus’ rule – Price is only one variable in the ROI calculation
    11. 11. A simple framework for making better HR tech decisions © 2014 Brandon Hall Group, Inc. 11 Research • Trusted sources of information Evaluation • Objective • Individualized Decision • Price • Capability • Complexity
    12. 12. Researching HR Technology solutions © 2014 Brandon Hall Group, Inc. 12
    13. 13. Understanding Sources of Information Vendor Collateral © 2014 Brandon Hall Group, Inc. 13 Informed High Biased Low High Low Your Mom Vendor Sales Staff Customer References Neutral Industry Analysts Colleagues Online Pundits Vendor Partner Consultants Industry Publications
    14. 14. © 2014 Brandon Hall Group, Inc. To RFP or Not 14 How many providers did you compare in your RFP process? None 18% 2-3 54% 4-6 25% 7+ 3%
    15. 15. Creating personalized evaluation criteria © 2014 Brandon Hall Group, Inc. Functionality User Experience Product Vision Cost/ROI 15
    16. 16. Decision Process- Most Important Factors © 2014 Brandon Hall Group, Inc. 16 Cost 73% Ease of Use 69% Long Term Product Direction 61%
    17. 17. Decision Process- Least Important Factors © 2014 Brandon Hall Group, Inc. 17 Mobile Capabilities 18% Immigration Compliance 20% Social Capabilities 25%
    18. 18. Getting the Right Team Involved Which functions were represented on the selection team for your organization's most recent HR technology system purchase or upgrade? © 2014 Brandon Hall Group, Inc. 18
    19. 19. Running the Demo – 5 Keys for HR Demonstrate “must have” process scenarios Ability to adapt/change/configure on the fly Show User experience across roles and devices Communication among vendor team Responsiveness to customer concerns © 2014 Brandon Hall Group, Inc. 19
    20. 20. Selecting the ‘right’ HR technology solution © 2014 Brandon Hall Group, Inc. 20 Capability – 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?
    21. 21. Key Practices in Implementation What I Wish I Had Known © 2014 Brandon Hall Group, Inc. 21 50% 54% 30% Create a change mgt plan More implementation time More training time
    22. 22. Partnering With Vendor Staff – from the Vendor Point of View Tips 1. Be honest and upfront about resource availability 2. Make sure your project team is empowered 3. Vendors need to develop their own staff too, expect a mix of experience and capability in vendor staff. 4. Remember – it is in the vendor’s 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 doesn’t always seem like it © 2014 Brandon Hall Group, Inc. 22
    23. 23. In Case You Showed Up Late… Research- There are a wide variety of sources Selection- Spend time on understanding the organizational strategy and determining what you’re trying to solve Implementation- Internal time is not infinite and not free © 2014 Brandon Hall Group, Inc. 23
    24. 24. © 2014 Brandon Hall Group, Inc. Questions?
    25. 25. Contact Information © 2014 Brandon Hall Group, Inc. 25 steveboese@gmail.com steveboese.squarespace.com HRTechConference.com trisham89@gmail.com hrringleader.com Brandonhall.com Hrhappyhour.net OR thehrevolution.org
    26. 26. © 2014 Brandon Hall Group, Inc.