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Customer Service: The Missing Factor in HCM Software Selection whitepaper today.
HR buyers are interested
or extremely interested in:
Seeking
Guidance
employee culture/ engagement and talent strategy
compliance consulting
HR-process-optimization consulting
%
99
%
95
%
90
6
%
3
but only
say their consulting services needs are currently met by their provider
0
1
9
in
more than
HR buyers think consulting services is an important consideration in HCM provider selection
Falling Short
HR decision makers are interested in their provider playing a larger consultative role, guiding them to optimize processes and formulate strategies.
EXPECTING CONSULTING SERVICES
Looking For More
Current Situation
JUST
ONLY
Today’s HCM software buyers are looking for much more than a vendor—they want a TRUSTED PARTNER.
Searching for Partnership
Learning from Mistakes
cost
%
35
product
functionality
Fewer buyers think they should’ve given more consideration to:
%
43
%
65
wish they’d done more research
on a vendor’s customer service
HAVING BUYER'S REMORSE
EXTREMELY IMPORTANT
CUSTOMER SERVICE
REPUTATION
COST
%
56
%
%
57
%
5
of HR decision makers say
would be in future buying decisions, much more than:
7
62
as important as
or more
important than
say HCM service is
product functionality
Prevalent Perspectives
%
50
LESS THAN
are as satisfied with its service
TOP ISSUES:
1. Slow response times 2. Being handed off to
multiple people
3. Poor software trainings
While most HR decision makers say they’re happy with their HCM provider’s product functionality...
WORRYING ABOUT SERVICE
HR decision makers have faced issues with their provider’s service. Most have actually regretted past decisions and expect more from providers moving forward.
Product functionality is often the primary factor in HCM software selection, but it’s customer service that may have the greatest impact on long-term satisfaction and success with a provider.
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