When we’re in the market for HR tech it seems quick and easy to ask for recommendations from our community group or look up product reviews. But let’s be realistic about their true value.
Quick analogy: choosing a car
A car that goes fast, carries a family of 5 and is fuel-efficient can come in various guises, so let’s get specific about what we want parked on the drive. And that’s not all; driving 500 miles in one car can feel quite different from another.
After this, the analogy gets wobbly because you can road test a car but it’s not so easy with software. No matter how many demos, reference sites and dummy data runs you have, you really have a limited feel for what is going to happen until you are driving live “on the road” – by which time it can be too late.
The challenge with HR tech software reviews
There are ratings everywhere, but many raise doubts as to honesty or impartiality. With HR tech I’ve always felt that ratings were too subjective, maybe coloured by the personal perceptions of the user rather than any major drawbacks in the product.
Points to consider:
1. Is the reviewer a current user?
If not, then how long ago were they a user?
2. How long before a review becomes outdated?
Time may have made the review less than useful if issues (good or bad) have changed. As with 1) the review has to be current and to produce a review after each update or upgrade of software would be extremely labour-intensive, even were the users prepared to invest the time in doing it.
3. What were the reviewer’s user requirements?
Back to the car analogy, users have their own requirements, and a review that is full of praise because the software worked for them could be irrelevant to a prospect with unique needs.
4. When the wrong tech is selected
If the wrong tech was selected the purchaser is going to want to blame the vendor, even though they themselves should be shouldering a good part of the blame. A disgruntled client is going to give a poor review, that’s Life.
5. Was the software used as intended?
The purpose behind choosing it may have been changed by the client during or even after it was installed.
6. Lack of proper training affects reviews
All too often recommended user training is cut back to save money, or where the staff originally trained as users had moved on, and their replacements not given comprehensive training on the systems. Dissatisfaction will affect the tone of the review or recommendation, even though the vendor may be blameless.
7. Customer service differences
Customer service is one area where products can differ and it’s inevitable that some providers will be better than others. Is there a dedicated client manager (not one looking after 250 other customers and a huge region to manage!) and is their brief to upsell more product or work with the client to encourage them to get more out of the system?
Service can fluctuate, and a change of provider personnel can lead to a deterioration of the relationship.
Are expert reviews truly impartial?
So how do we consider impartial reviews by software experts? These certainly have value but rather like a car road test, they can only provide an indication of the software’s capabilities, not for your specific requirements.
The hidden costs of HR tech projects
Software costs are broadly similar when comparing like for like, but significant costs relate to the project itself, and these will vary according to how ready you are and the resource you can put behind the project. One key issue is implementation time required; in this game time certainly does mean money.
Should you rely on fellow HR professionals’ recommendations?
And finally, your fellow HR professionals’ recommendations? Again, they may help to point you in the right direction, but what works for them may not work for you and your organisation.
