So, you’ve decided to implement HR and payroll software for your growing business. Great! You’ll gain many business benefits, such as significant time and cost savings, greater accuracy, stronger compliance, and more insightful metrics and reporting.
However, have you considered what happens during and after your solution implementation? A vendor’s implementation, service, and support features are just as important as the benefits of the solution itself. It’s essential to evaluate these aspects before going live to avoid discovering too late that you’re left with sub-par service from inexperienced or unreachable support representatives or a lack of critical user resources.
Below are the top service and support features a vendor should offer, including a smooth implementation process, proactive support, and access to experienced, flexible assistance ― all of which are critical to your overall experience and success with your new HR and payroll software. Taking each of these factors into account will help you maximize the benefits of your solution and achieve your business goals more effectively and efficiently.
1. Implementation
The challenge: A vendor promises they can get their solution up and running fast.
What to look for: A significant vendor investment in ensuring an efficient implementation process, including a named project manager and in-house experts to guide you through the process and best practices for implementing your full solution so you can realize time-to-value as soon as possible.
Pro tip: Ensure that the HR and payroll software vendor you’re considering supplies you with a well-defined implementation plan for your entire solution with clear milestones, timelines, and deliverables.
2. Support
The challenge: The vendor makes a lot of attractive promises about their high level of support.
What to look for: Be sure you fully understand how the vendor’s solution is supported. Are there proactive tools and guidance available to help you prepare for major milestones and events? Will there be support costs beyond what you pay for the solution?
Pro tip: Check online review sites such as TrustRadius, G2, and SoftwareReviews for insights into a vendor’s overall support experience from users like you.
3. Speed
The challenge: The vendor says they provide rapid support response to solution issues.
What to look for: Clearly defined response times for addressing customer issues along with 24/7 solution-critical support and the ability to connect directly with experts for urgent matters.
Pro tip: Make sure the vendor provides service-level agreements that distinctly outline their commitment to response and resolution times for different types of support requests.
4. Experience
The challenge: The vendor claims to offer experienced support.
What to look for: Verify with the vendor that their support team consists of highly engaged, seasoned experts who will be familiar with the product and the challenges companies like yours face.
Pro tip: Confirm that you’ll have direct access to these experts for guidance on your unique issues, ensuring you won’t have to rely on generic, one-size-fits-all support.
5. Flexibility
The challenge: A vendor says they offer a wide range of support contact channels.
What to look for: As a customer, you should be able to reach support through various channels, including phone, online, and live chat or chatbot, making it convenient to get help when you need it.
Pro tip: Ask the vendor for references from their current customers who can share their experiences about the range and flexibility of their support.
6. Resources
The challenge: The vendor claims to offer a wide range of customer resources.
What to look for: The vendor should offer online support case management, customer groups, and easily accessed and navigated resources to help customers use and maintain their systems efficiently.
Pro tip: When researching a vendor, look for a robust library of documentation, tutorials, and knowledge base articles and see if the vendor provides in-app assistance and troubleshooting.
7. Value
The challenge: A vendor says they offer learning opportunities for customers post-implementation.
What to look for: Customers should have access to hands-on learning, educational opportunities, and tips and tricks to get the most from the vendor’s solution.
Pro tip: Ensure that the vendor offers regular training and helpful resources, access to learning tools, frequent updates to their knowledge base, and active user community engagement.
Conclusion
Don’t find out the hard way that the HR and payroll software vendor you’ve chosen could let you down when you need them most. An all-in-one, scalable HR, payroll, and timekeeping solution such as UKG Ready® offers a comprehensive support experience to ensure your product launch and implementation are successful. You benefit from 24/7 access to experienced and consistent support from a vendor who understands your business and is dedicated to helping you achieve your goals. This commitment to exceptional service means you can rely on expert guidance and assistance whenever you need it, ensuring smooth operations and peace of mind.
When considering an HR and payroll software vendor, be sure you’re not just investing in a platform, but also in a partner who will be genuinely invested in your success and ready to support you every step of the way.
