DECEMBER 2019HR TECH OUTLOOK9Challenges and benefits of optimizationOptimizing your software, however, is not as simple as it should be. Optimization support should be part of the service package from your provider. Unfortunately, in today's competitive marketspace, service is often negotiated out of the price, leaving the responsibility for optimization with employers -- who likely lack a formal process (and the internal resources) to manage optimization. The result is often a missed opportunity for increased efficiencies and productivity. Aside from the obvious bottom line benefit associated with greater productivity, HR may find it much easier to sell the CEO on the next technology investment if there's a clear return on the existing one. Also, your competitors may be using the same (or similar) platform. When they leverage the upgrades and you don't, you're giving them a competitive edge. Finally, the industry simply gets better with optimization. If few take advantage of software innovations, then the technology just sits there and ages. Broad usage and feedback, however, will produce better software. So, think of optimization as a way to improve your future HR technology tools. Recommendations to stakeholdersFollowing are recommendations related to optimization for key stakeholders with the goal of helping employers make the most of their investment in HR technology. · Employers: Understand what you're buying. If optimization support isn't included in your service contract, ask if it's available. In many cases the cost will be more than offset by increased efficiency, especially if you've eliminated an in-house support position. Re-filling the position is not likely a good solution (you probably don't need a full-time person for optimization). Instead, dedicate a limited amount of resources to ensure someone is paying attention to what the provider sends out and can identify opportunities to leverage new tools. Maintain regular communication with your provider and have a formal plan for governing that relationship (see previous article on Governing the Service Provider Relationship).· Service Providers: Offer true optimization service; more than just an email advising an upgrade is coming. Reach out proactively to clients to discuss how a new feature can impact their bottom line. Not only will this effort be paid back in reduced service calls, but you will also generate loyalty that supports client retention. If you're ready to create a strategy to help you get the most out of your HR technology investment, I recommend working with aconsultant who understands the fast pace of change in the market and stays abreast of ongoingproduct developments and enhancements fromestablished (and new) technololgy service providers. With today's workforce, your HR tech strategy is analagous to your people strategy, so getting the most from your HR technology can be a competitive differentiator. With today's workforce, your HR tech strategy is analagous to your people strategy, so getting the most from your HR technology can be a competitive differentiatorRhonda P. Marcucci
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