SECRETS TO THE SWITCH: CHOOSING
THE BEST HR SOFTWARE IN 2023
MARCH 28TH, 2023
AT 9:30 AM PDT,
12:30 PM EDT
5:30 PM BST
WEBINAR EXCLUSIVE
WITH PATRICK SAYERS
PRESIDENT, NEWCASTLE RESEARCH
MODERATOR:
STEPHANIE BRASWELL
WEBINAR PRODUCTION MANAGER
HUMAN RESOURCES TODAY

Newcastle Research is a leading research and advisory company
focused on the Human Capital Management market. Insight into
any market requires an understanding of the sellers and buyers
that compose that market. That’s why our research methodology is
designed to gain insight into the products, services, and technology
of HCM vendors, as well as the customer experience and decision-
making process of their customers. Whether you’re a buyer or seller
of HCM, Newcastle Research’s independent, objective research can
help you make informed decisions.
To learn more visit newcastleresearch.com

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SECRETS TO THE SWITCH: CHOOSING
THE BEST HR SOFTWARE IN 2023
WITH PATRICK SAYERS
PRESIDENT, NEWCASTLE RESEARCH

Secrets to the Switch: Choosing
the Best HR Software in 2023
Patrick Sayers
Newcastle Research

We help customers choose the best HCM solution
for their needs
What We Do
Copyright © 2023 Newcastle Research | All rights reserved

What We Do
Copyright © 2023 Newcastle Research | All rights reserved
Our focus is understanding the market

Our focus is understanding the market
What We Do
Copyright © 2023 Newcastle Research | All rights reserved
and the customer

Focused on the customer
Today’s Discussion
Copyright © 2023 Newcastle Research | All rights reserved
Customers Newcastle Research has
worked with…
Customers Newcastle Research has interviewed,
surveyed, met at industry events, etc…

Copyright © 2023 Newcastle Research | All rights reserved
Happy with current HCM solution Unhappy with current HCM solution
Focused on the customer
Today’s Discussion
(specifically, these
customers)

What’s the
biggest pain
point from your
current HCM
solution?
Why Organizations are Unhappy
Copyright © 2023 Newcastle Research | All rights reserved
50%
Dissatisfaction with customer service
12.5%
Missing functionality
12.5%
Not easy to use (not intuitive, etc.)
25%
Too many systems (duplicate data entry, etc.)

Poll Question
What is your
biggest pain point
today with your
current HCM
solution?
a. Dissatisfaction with customer
service
b. Missing functionality
c. Not easy to use (not intuitive,
etc.)
d. Too many systems (duplicate
data entry, etc.)
Copyright © 2023 Newcastle Research | All rights reserved

“The CFO needs to be convinced that
a new HCM solution is needed.”
“We’re not sure of the best way to
conduct our search.”
CHRO understands her organization needs a new
HCM solution, but she needs guidance
evaluating options.
Typically, the organization is in one of two
camps:
1. They’re coming off a home-grown system
and have never evaluated HCM systems.
2. They made a mistake picking their current
HCM solution and they don’t want to make a
similar mistake.
Copyright © 2023 Newcastle Research | All rights reserved
“I don’t have time.”
CHRO understands his organization needs a new
HCM solution, but he needs to put together a
compelling case to convince the other members
of leadership.
CHRO understands her organization needs a new
HCM solution, but she has no time to evaluate
new solutions.
What We Hear
Three primary reasons the search for a new HCM
solution has stalled:
❷
❶ ❸

Copyright © 2023 Newcastle Research | All rights reserved
“I don’t have time.”
CHRO understands her organization needs a new
HCM solution, but she has no time to evaluate
new solutions.
What We Hear
Three primary reasons the search for a new HCM
solution has stalled:
❷
❶ ❸
Newcastle Research can save
organizations a significant amount
of time by developing a short list
of HCM options, but this isn’t
possible via a webinar
“The CFO needs to be convinced that
a new HCM solution is needed.”
“We’re not sure of the best way to
conduct our search.”
CHRO understands her organization needs a new
HCM solution, but she needs guidance
evaluating options.
Typically, the organization is in one of two
camps:
1. They’re coming off a home-grown system
and have never evaluated HCM systems.
2. They made a mistake picking their current
HCM solution and they don’t want to make a
similar mistake.
CHRO understands his organization needs a new
HCM solution, but he needs to put together a
compelling case to convince the other members
of leadership.

CHRO understands his organization needs a new
HCM solution, but he needs to put together a
compelling case to convince the other members
of leadership.
Copyright © 2023 Newcastle Research | All rights reserved
What We Hear
Three primary reasons the search for a new HCM
solution has stalled:
❷
❶
Newcastle Research can help
organizations quantify the costs
associated with delaying the
decision to find a new HCM
solution and build a business case
“The CFO needs to be convinced that
a new HCM solution is needed.”
“We’re not sure of the best way to
conduct our search.”
CHRO understands her organization needs a new
HCM solution, but she needs guidance
evaluating options.
Typically, the organization is in one of two
camps:
1. They’re coming off a home-grown system
and have never evaluated HCM systems.
2. They made a mistake picking their current
HCM solution and they don’t want to make a
similar mistake.

CHRO understands her organization needs a new
HCM solution, but she needs guidance
evaluating options.
Typically, the organization is in one of two
camps:
1. They’re coming off a home-grown system
and have never evaluated HCM systems.
2. They made a mistake picking their current
HCM solution and they don’t want to make a
similar mistake.
“We’re not sure of the best way to
conduct our search.”
Copyright © 2023 Newcastle Research | All rights reserved
What We’re Covering Today
❶

CHRO understands her organization needs a new
HCM solution, but she needs guidance
evaluating options.
Typically, the organization is in one of two
camps:
1. They’re coming off a home-grown system
and have never evaluated HCM systems.
2. They made a mistake picking their current
HCM solution and they don’t want to make a
similar mistake.
“We’re not sure of the best way to
conduct our search.”
Copyright © 2023 Newcastle Research | All rights reserved
What We’re Covering Today
Secrets to the Switch: Choosing the Best HR Software In 2023

Copyright © 2023 Newcastle Research | All rights reserved
If the final decision is between different types of vehicles, the search didn’t reflect the buyer’s
needs
• Decide on a type of HR vehicle that best fits your needs
• Then evaluate options within that category
Determine the Right HR Technology
Vehicle
(HCM, PEO, HRO, etc.)
SECRET #1

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Single HCM Integrated HCM
What’s the
difference
?
• Built from the ground up on a single
codebase
• One employee record
• Applications that were developed and
built separately, then brought together
• Modules may be on multiple databases
and may have disparate user interfaces
• Individual modules updated at the
discretion of the partner
Why does
it matter?
• No need to manually enter and update
data into separate systems
• Single system requires one update
• Separate databases and update
schedules can create more work for the
customer’s IT team to avoid problems
• Potential negative impact on user
experience and ongoing support
Understand the Difference Between
Single HCM and Integrated HCM
SECRET #2

Poll Question
What is your
company using
today for your HCM
needs (HR, payroll,
time & attendance,
etc.)?
a. Multiple HCM vendors
b. A single HCM vendor
c. Homegrown system
d. Professional Employer
Organization (PEO)
Copyright © 2023 Newcastle Research | All rights reserved

Copyright © 2023 Newcastle Research | All rights reserved
Situation #1
• Customer buys a solution from a single
provider and assumes it’s a single system
• The reality is a core component is
delivered through a 3rd party
The Result
• Customer experiences disconnected
workflow and user experience
• Support for that one module isn’t as
good as the other modules
Situation #2
• Customer doesn’t include any resellers in
search
• “Why would I buy from a reseller when I
can buy directly from the software
developer?”
The Result
• Customer eliminates from consideration
what could be a better option
Reseller Scenarios Can Be Good or Bad
Two situations you want to avoid
Reselling scenarios can be detrimental or beneficial, depending on the
situation
SECRET #3

What to look for
• The vendor should have a detailed plan
̶ What resources should the customer
expect to commit (time, staff, etc.)?
̶ What is the vendor’s responsibility and
what is the customer’s responsibility?
What to watch out for
• Often the vendor is largely to blame for
not having a good game plan, or not
communicating the plan effectively
• Proceed with caution if the vendor is
vague on details; don’t accept “We’ll
figure it out when we get there"
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Understand the Implementation Plan
Before Signing
Confusion around implementation is a recipe for
disaster
SECRET #4

Poll Question
What is the most
important criteria
in selecting your
next HCM
solution?
a. Features/Functionality
b. Price
c. Ease of use (UI, workflow, etc.)
d. Customer service
e. Consolidation (reducing the
number of HR systems we use)
Copyright © 2023 Newcastle Research | All rights reserved

Copyright © 2023 Newcastle Research | All rights reserved
• Every HCM vendor will tell you
customer service is their top priority
• CSAT metrics, reviews, etc. may
not reflect entire customer base
1Half of customers cite poor customer service as the primary reason for switching HCM vendors – Newcastle Research
Don’t Underweight Customer
Service in Your Decision
Revenue retention is the best
benchmark for customer service
• < 90%
• 90% - 94%
• > 94%
(#1 reason why organizations switch HCM vendors1)
SECRET #5

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Q&A
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