Navigo Research’s 4th Annual Australian HR Technology Reports are an interesting read. As an HR technology provider, Subscribe-HR finds this type of research fascinating, insightful and a great foundation upon which to build future innovation in the SaaS cloud based HR technology space. Not only that, we find it to be a good benchmark against which to measure our values and the importance we place upon maintaining a sustainable business model in which we can still offer our clients the personalised customer service they desire.
The research indicates that whilst the big players in the marketplace still tend to dominate in terms of adoption, this year’s results also state quite adamantly, that 75% of respondents said they would not recommend their current HRIS system to someone else. That's a very high level of dissatisfaction and the main reason cited for this was due to poor customer service (communication, support and account management).
The implication of these results is that bigger and more well-known, is not always better if you’re looking for an HRIS solution provider. Not only that, the results offer a good reminder that providing a software solution is only half of the equation, and that customer service (a very Human Era aspect of doing business), is just as, if not more important than the solution itself. The results also reinforce the adage that actions speak louder than words.
If you read between the lines, evidence seems to suggest that the larger solution providers in the Australian market are still operating under a more siloed / institutional model of old, leading to low levels of customer satisfaction. Based on Navigo’s results, it is obvious that such organisations may not have figured out that there's a definitive need to transition to The Human Era and put their customers first in actions as well as words. After all, organisations that understand and uphold Human Era values would never allow the conditions which produce such survey results to happen.
As a provider that services small to medium businesses, Subscribe-HR understands the importance of ensuring that our business model allows us to provide personalised service to our clients that always puts the customer’s needs first. For those of you not familiar with The Human Era, you can learn more by reading our blog series about exactly what it means, and what constitutes Human Era values.
Below is a list of the top 20 highlights from both reports that HR Professionals (and HRIS providers alike) will find interesting. However, given that the reports contain a wealth of valuable information, it is highly recommended that you download them both and read them in their entirety.
Navigo's research clearly defines the gaps, and also points to opportunities based on current and future market trends. As a provider, it is a poignant reminder that as we focus on creating new innovative solutions for our clients, we must never forget the importance of maintaining our customer service standards. The 4th Annual HR Technology reports put it front of mind for all of us, to ensure that as we continue to grow, our business model remains sustainable and that our plans never prohibit us from putting our customers first.
Source: Subscribe-HR Blog