Organizations continue to invest in HR technology to improve efficiency, HR compliance and the employee experience. But implementation alone rarely meets these expectations. Nearly one in four leaders say their implementation efforts failed to achieve anticipated outcomes.

While organizations often focus on selecting the right software, research suggests that implementation support and ongoing guidance play an equally important role in achieving business outcomes.

Business leaders say lackluster customer service hinders their ability to achieve full adoption and utilization of software. Many vendors provide limited onboarding, and even less ongoing guidance, even though business owners see it as essential. In fact, nearly half (49%) report that they would pay more for better human-led expertise, according to a recent 3Sixty Insights Benchmark report.

“Having knowledgeable individuals who can support your organization during and after implementation drives the behavior needed to achieve the goals you have,” said Minh Le, the Director of HCM Client Support Operations at Insperity. “Without a team to help you understand how to apply the software to your job and the organization’s goals, all you have is a digital paperweight.”

Many platforms are rushing to add technical features, but many business leaders prioritize a different benefit: a service-enabled HR partner.

The problem with feature-led HCM

For years, HR innovation has focused on adding features. Today’s HCM platforms offer increasingly sophisticated capabilities, but additional functions don’t automatically translate into better results. Many organizations are asking for something technology alone cannot provide: direct access to expert guidance.

Too many features can overwhelm users. When technology feels unnecessarily complex, employees often revert to using only the bare minimum needed to accomplish a task, leaving much of the platform’s value unused.

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