How to Get the Most Out of Your HR Tech Vendor… and Switch Gears When Necessary

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When it comes to HR technology implementations, your vendor can make or break your success. A great vendor partnership can help you navigate the complexities of implementation, overcome obstacles, and achieve your strategic goals. But when your vendor isn’t meeting expectations? That’s when things can get tricky—and costly.

The good news is that you have more control than you might think. In this post, I’ll share how to get the most out of your vendor partnership, red flags to watch for, and what to do if you need to switch gears mid-implementation.

Self-Advocacy: A Lesson from the Doctor’s Office

After navigating some deeply unpleasant experiences in the U.S. healthcare system—like being told by one doctor that I could have meningitis, only to hear from a psychiatrist that insomnia was causing my symptoms (which, spoiler alert, it was)—I learned a hard truth: we have to be our own advocates.

If I hadn’t asked questions, sought second opinions, and taken charge of my care, I might still be stuck chasing the wrong solutions. And HRIS implementations are no different.

When working with vendors, we need to advocate for ourselves. That means asking the tough questions, clarifying expectations, and recognizing when we need more help. It’s also about having the wisdom to know when things are veering off course and the courage to address it.

It’s a bit like managing a home remodel: if you don’t stay on top of the contractors, you might end up with a kitchen of nightmares instead of the dream space you envisioned. Just like you wouldn’t hand over the keys to your home without regular check-ins, you shouldn’t hand over your implementation to a vendor without staying actively engaged.

Step 1: Vet Your Vendor Thoroughly Before Signing

Most implementation headaches can be avoided by asking the right questions upfront. It’s not just about the product—it’s about the people, processes, and ideas behind it.

Key Questions to Ask During Vendor Selection:

1. Support Structure:
• Will we have a dedicated point of contact or account manager?
• What’s the escalation process for resolving issues?
• How often will we have status check-ins, and who from the vendor side will attend?
2. Expertise and Resources:
• Does your team have experience working with organizations of our size and complexity?
• Can you provide references or case studies?
3. Big Ideas and Thought Leadership:
• What value do you offer beyond the technology?
• Do you provide education, thought leadership, or resources to help us grow and innovate?
• Example: One vendor I love, Paycor, goes beyond just providing HRIS technology. They deliver tons of education and thought leadership on leader-empowered HRIS, helping organizations not just use their tools, but reimagine how they approach people management. This kind of value-added partnership is a game-changer for organizations that want to go beyond the basics.
4. Implementation Partners:
• Do you recommend third-party consultants or technicians to support configuration, change management, or testing?
• Have you worked with external experts who specialize in our industry?

Pro Tip: Don’t just rely on the vendor’s sales team. Request meetings with their implementation team to get a clearer picture of what day-to-day support will look like.

Step 2: Set Clear Expectations and Metrics

Once you’ve chosen your vendor, the next step is to ensure everyone is aligned on expectations. A shared understanding of deliverables, timelines, and outcomes will reduce misunderstandings later.

Best Practices for Setting Expectations:

• Create a Joint Roadmap: Collaborate with your vendor to develop a timeline that includes major milestones, dependencies, and decision points.
• Define Success Metrics: What does a successful implementation look like? Align on key metrics, such as adoption rates, error-free payroll runs, or specific functionality rollouts.
• Document Everything: From communication frequency to testing protocols, ensure all agreements are captured in writing to hold everyone accountable.

Step 3: Recognize Red Flags Early

Even with the best planning, challenges can arise. Knowing the warning signs of an underperforming vendor can help you address issues before they spiral out of control.

Red Flags to Watch For:

• Missed Deadlines: If your vendor consistently misses deadlines without valid reasons, it’s time to dig deeper.
• Lack of Communication: If you’re struggling to get updates, responses, or access to the right people, that’s a problem.
• Inadequate Support: If you’re left to troubleshoot major issues on your own or feel like the vendor’s team lacks the expertise to help, it’s time to escalate.
• No Added Value: If your vendor is only focused on implementing the system and doesn’t bring additional value or insights to your strategy, they’re missing a key opportunity to strengthen the partnership.

Step 4: Escalate and Course-Correct

If your vendor isn’t meeting expectations, don’t wait to take action. The longer issues go unaddressed, the more they can disrupt your project.

Steps to Course-Correct:

1. Request a Meeting: Schedule a formal meeting to address concerns, ideally involving both your leadership and the vendor’s senior team.
2. Identify Gaps: Clearly articulate where the vendor’s performance is falling short and how it’s impacting your implementation.
3. Demand a Plan: Ask for a specific action plan to resolve the issues, complete with deadlines and accountability.

Pro Tip: If your vendor can’t provide adequate solutions, this is the time to explore external help. Many vendors can recommend trusted third-party consultants or HRIS technicians to fill gaps in areas like change management, configuration, or testing.

Step 5: Know When to Switch Gears

Sometimes, despite your best efforts, the vendor relationship just isn’t working. While switching gears mid-implementation isn’t ideal, it can be the best decision to protect your project.

Signs It’s Time to Move On:

• Repeated Failures: Your vendor fails to deliver on major milestones despite multiple opportunities to improve.
• Erosion of Trust: If you feel you can no longer rely on your vendor, it’s time to reassess.
• High Costs of Staying the Course: The financial and operational impact of sticking with a failing vendor outweighs the challenges of switching.

Step 6: Build a Better Partnership Moving Forward

Whether you’re staying with your current vendor or starting fresh with a new one, the key to success is fostering a strong, collaborative relationship.

Tips for Building a Strong Vendor Partnership:

• Frequent Check-Ins: Maintain regular communication to address issues early.
• Mutual Accountability: Hold both your team and the vendor accountable for agreed-upon deliverables.
• Big Ideas, Big Value: Look for vendors like Paycor who provide education, thought leadership, and strategic guidance beyond their tech offerings. These partnerships don’t just implement systems—they help transform organizations.

Your Takeaway

When it comes to HRIS vendors, self-advocacy is your superpower. Like navigating the healthcare system or managing a home remodel, staying engaged, asking the right questions, and partnering with vendors who bring big ideas can make all the difference.

By advocating for yourself and taking control of the partnership, you can ensure your vendor supports your goals—or know when it’s time to find someone who will.

Need help managing your vendor or navigating a tricky implementation? Let’s connect—I’d love to help you get the results you deserve.