HR Information Systems Buyer's Guide

What to look for in an HRIS vendor

When you buy HRIS software, you're also selecting a new partner for your business. Choosing the right vendor is just as important as choosing software that's easy to use and includes the right features.

First, remember that HRIS software packages can vary tremendously in scope and functionality. Look for a vendor who takes the time to understand your needs and works with you to recommend an appropriate solution — not one who just pushes their product as a one-size-fits-all answer.

The way a vendor approaches the sales process can also give you some valuable insight. Good salespeople are willing to tell you when something you request is hard or impossible, while less reputable vendors might just gloss over potential problems.

HRIS resellers and HRIS software developers
The HRIS market consists of both software publishers that sell their systems directly, and resellers who provide consulting and installation services to go with third-party software. Neither approach is inherently better than the other, but you should be aware of which you're dealing with.

When working with a reseller, you'll have to do a little extra investigation into the software publisher. Look at their history of software updates: recent updates and new releases indicate a commitment to the software. Ask how the publisher handles bug reports and feature requests, and how often they release new versions. Also, find out how upgrades impact any customization work you've done: you don't want an upgrade to wipe out your custom fields or labels.

Customer service and training
As with any complex software, you should expect occasional problems or outages. While "guaranteed 99.5% uptime" and other vendor assurances are fine, more important is how they react when something does go wrong. Inquire about their support policies: when do they have live support staff available by phone? Do they guarantee a specific response time? What kind of training do their reps have? Are there fees for support?

The vendor should offer training for everyone who will use the system. Many businesses prefer having a trainer come to their office, but that's not always possible. Web-based training can also be effective, if done properly. Regardless of how it's conducted, training should take users through the basics of entering data, running reports, and troubleshooting typical problems.

Finally, the vendor should be able to connect you with references who use their software. Ask for references to customers similar to your business in size and specialty, if possible. Call the references and ask questions such as:

• Has the system improved your HR operations? How?
• What modules do you use?
• Does it do everything you expected? What is missing?
• Are your employees satisfied with it? What do they like or not like?
• Have you expanded your system since your originally purchased it? How was that process?
• How does the vendor react when you have problems?
• What do you like least about the software?
• Overall, was it a good investment? Why or why not?

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