Is your organization currently frustrated with its HR technology partner? Not sure whether you should part ways or hang on for dear life? Here’s some advice on how to navigate these potentially rough waters.

First, determine if the relationship is salvageable. There’s too much time and money invested in HR Technology to make a rash decision. It’s always best to first analyze the relationship – the good, the bad and the ugly. Through my experience, I’ve generally found clients are frustrated with issues that are repairable. However, if a thorough review has been conducted and there are no improved outcomes, then it’s likely time for a change.

Second, identify the issues, and then meet with all departments involved for a comprehensive review. Each department that’s utilizing the current platform should independently identify what’s working well and then any pain points. Create a scale to weigh the issues and determine if these are minor issues or major red flags.

Identify the root cause and most ideal resolution. Perhaps your organization has changed and there are new needs that were never part of the initial requirements. Connect with a Technology Consultant to discuss the team’s list and get feedback.

When it’s worth the effort to keep the current technology platform:

  • New hire calls the HR department because she has not yet received her medical ID card.
  • Technology vendor requires annual open enrollment changes 3 months prior to GoLive.
  • Medical file feed to carrier is now 3 weeks past the initial GoLive date.
  • Employees feel overwhelmed with the amount of content and information on the benefits site.
  • Payroll department is very content with the relationship, but HR Benefits team has been struggling with errors and find themselves doing manual entries.

These issues are often worth the organization’s time and effort to repair. However, If you’ve been working with the vendor and have had no real results, ask your broker partner to step in. They could have a relationship with that vendor and can help escalate. There should also be an assigned Executive Relationship Manager that’s actively helping to resolve any challenges.

When your organization has likely outgrown the current technology platform:

  • The HR team is worried because the carrier discrepancy reports have been wrong for 3 months.
  • The Finance team is worried the vendor won’t have payroll processed accurately or timely.
  • The Benefits team is spending hours upon hours auditing data to attain a level of comfort in what’s being processed with the carriers.
  • The Executive team has requested data, and it takes 2 weeks to deliver the reporting.

If these challenges have not been resolved and there’s a financial burden on the employer, it’s time to discuss a change. With a quality HR Technology vendor, you should feel a sense of reliability, credibility, and a true partnership. Technology is not perfect, and implementations are painful, however, the result should all feel well worth it!

Questions? Contact a Marsh McLennan Agency (MMA) advisor today.

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