4
How good is the vendor’s
customer service?
A successful HR and payroll solution depends heavily on exceptional customer service. Before selecting your next system, research the vendor’s reputation for support—consider factors like availability, response times, and helpful resources such as tutorials or dedicated account managers.
On average, HR teams in client companies receive more than 1,000 pay-related inquiries per year from employees.
- SHRM
“What really matters is who you work with and how well you’re supported.”
- Jim Del Rosario, Chief People Officer at Pavilion Payments
Customer testimonials and peer reviews can provide insight into the vendor’s service quality and customer satisfaction. Reliable support ensures prompt troubleshooting and updates, minimizing disruptions to your HR operations.
It’s also important to know the people you’ll be working with. Identify the vendor’s executive sponsors and service professionals who will help resolve issues related to HR, payroll, and benefits administration. Finally, choose a solution with a user-friendly interface for both HR teams and employees to reduce training time and encourage adoption.