You think you have found a recruiting software that aligns with the needs of your organization, has all the tools and features you were looking for, and perhaps most importantly, meets your budget.
Before pulling the trigger on an HR technology, there’s a few areas to think about: the implementation process and ongoing customer support and resources.
An unsuccessful implementation could make for a slow and even rocky launch for your HR technology. This leads to a poor adoption rate among your community, even if the software itself is high- quality.
Key differentiators are a vendor’s approach to on-boarding their new customers, launching the platform, and managing the relationship post-sale. Some vendors hand over the reins to the customer, leaving implementation up to the user, while others follow implementation methodologies and best practices designed to set users up for long-term engagement and success.
So how do you adequately assess the various implementation methods across all the different (and plentiful) HR technologies there are to choose from? How do you identify the providers that have the right level of support you need for success?
Here are four questions to consider when evaluating an HR technology vendor’s approach to implementation, on-boarding and customer success:
QUESTION 1: ASK THE VENDOR IF THERE IS A DESIGN APPROACH TO RECRUITING AND ASK HOW THEY DEVELOPED IT.
Most HR technology programs fail due to low user adoption rates and lack of engagement.
Recruiting platforms programs, for example aren’t a novel idea, and there’s a saying about trying the same thing over and over and getting the same result…
While you may have an existing program structure that you wish to apply to your new HR solution, the most successful implementations can happen when you don’t simply do what has always been done before, but rather, welcome the opportunity to innovate your existing, and perhaps previously unsuccessful approach.
The vendor you choose should be subject matter experts in the recruiting and engagement space, not just software experts. They should possess the knowledge and expertise to help you leverage the capabilities of your new platform to implement a recruiting program unlike any you’ve had before, with stronger engagement and visible results.
Ask what the vendor provides during the implementation and launch phases to help your organization solve its HR challenge, how their approach is different from others, and why it works best.
Vendors that are invested in your success will not only share the details of their design approach with you, but will spend ample time training you on the available tools and features of the software that will help you execute that approach.
QUESTION 2: ASK ABOUT THEIR ON-BOARDING PROCESS, TIMELINE AND KEY DELIVERABLES.
Consistent and thorough communication keeps all parties on the same page about the projected timeline, action items, and intended outcomes.
Implementing the software and launching your successful mentorship program will take time, but shouldn’t take too much time. And it will take even more time if your vendor doesn’t help lead the way and set the tone.
While the vendor can’t guarantee that the customer will uphold their end of the project plan, they can provide the roadmap and structure that builds trust and a strong working relationship between the vendor and customer.
Pro Tip: If a vendor promises too many of the features that are important to your program’s success are “not available now, but on their way soon,” it might be a good idea to explore other vendors.
QUESTION 3: ASK ABOUT THE CUSTOMER SUCCESS PROGRAM
Despite the most thorough documentation and training, it’s inevitable that questions will come up post implementation. Choosing a vendor with a robust library of self-service resources enables your entire team to have thorough, readily available information about the software’s features.
In your evaluation, be sure to gather information about the level and quality of support you will receive from the vendor post-sale and post-implementation of the HR technology. Ask for a detailed overview or even a demo of the resources available to customers after implementation of their software.
Truly customer-focused vendors will offer multiple support tiers to meet the diverse needs of their customers.
By asking vendors questions about their approach to on-boarding and supporting new customers, you will be able to decide if they can provide you with the expertise and foundation for success to ensure that your recruiting platform doesn’t end up on your shelf of unused or underutilized software.
QUESTION 4: ASK TO SPEAK WITH THEIR CURRENT CUSTOMERS
A vendor should offer or be willing to connect you with (at least) one of their current customers to serve as a reference.
A few questions to consider asking during a customer reference conversation:
- What other vendors did the customer consider before choosing this one?
- How has the software provided impact to the customer’s organization or recruiting efforts?What kind of reporting or strategy support does the vendor provide post-sale?
- Have they been a good partner for ongoing success and growth of the program?
Not every vendor is right for every recruiting program and a company’s current customers can be great sources of information for everything from the ease of implementation and launch, post-sale customer support, to the overall value of the platform.
Lastly, be sure to read other customer and user reviews on sites like Software Advice and Capterra.
Remember, the implementation process and ongoing customer support are two critical factors that often make or break the success of an HR technology adoption. Choosing the right HR technology takes time but if you maximize your discovery phase by prioritizing these four questions, you’ll be equipped to make the right decision when the time comes.