Whether it is a general HRIS or a customised form of one, to an organisation, this becomes a transition worth the effort and time. Just like you would want the best for your home when acquiring a new appliance, an organisation opts for the best for its employee management processes to make things easier. Imagine yourself purchasing an A/C or a fan, you’d probably go for the latest model. Which of course would come with some sort of smart features to make your experience better. But what if you didn’t know how to use it, what if you have to spend more time setting it up that actually using it? These would take away that ease, and make it a nightmare, you paid for. This exact scenario applies for an HRIS, which should ideally be helping you get your work done faster. Here are a few things you should expect from your solution provider, support wise.
Handholding, Welcome!
In most cases, hand holding is one of those things that can get annoying very fast and could potentially make people more dependent than they should. Although when it comes to a transition like this, a little bit of handholding can make things easier in the beginning. Consult with the solution provider to identify how comprehensive their implementation and support will be. Whether it is a self-service setup process or a full blown implementation, you still need a little bit of extra support either way. It can be online help or even site visits when needed, make sure their support is bullet proof.
Make it simple and less complicated
Easy readable help, pleasant phone conversations and accurate online help can make things ten times easier. Those lengthy manual with small fonts that require magnifying glasses, can be the mess you never saw coming, when faced with an unexpected halt. Have a chat with the team on several instances, ask questions about those ‘what if’ scenarios you have in the back of your mind about the systems integration process. Request to have a look at supporting material that will give you a better idea about the system. If what they say is clear, and you are able to understand, if the meetings are friendly and well understood, you should be good to go.
Guide, Not show and tell
Implementation can be tricky on its own, so can the post implementation process when the employees working with the system run into road blocks. In these case, you might need a bit more than just a formal training or a guided video. Depending on the complexity of the situation, you might even need a bit of assistance to push through those tough times. Make sure the organisation provides dedicated help especially at the initial stages. Support becomes one of those things that will be needed throughout the process, but the initial ones need to be good. Making sure that they are willing to come with the cavalry when things go bad will be more than useful that you may think.
As important as the background checks and shortlisting is when it comes to finding an HRIS, the after sales support should get the same level of priority on the scale that qualifies a vendor to be just the right one. Take a step back to see if the service is as good as they build the product to be. After all it is not just another product, it’s a commitment that will potentially last you a long time. So before you shake your hand and make the choice, add these few points to your checklist to make your overall experience a pleasant one. At PeoplesHR we offer global support that runs 24/7. With effective, efficient and reliable assistance that comes with a friendly approach. Every client is not just another transaction to us, we consider it a partnership that will last a lifetime.
