November 27, 2023

Selecting a human capital management (HCM) solution to help manage the workforce needs of your organization is critical to your success. When evaluating the many options available, it’s likely you’re first drawn to the software and its features. And it’s easy to get caught up in the many tasks the software can help streamline, including:

Recruiting – Applicant tracking systems make it possible to post jobs, collect applications, communicate with candidates, and more.

Onboarding – Paperwork is eliminated and new hires are more productive from day one.

Performance Reviews – Managers are alerted and notifications are sent regarding the steps to take.

Reporting – Standard and ad hoc reports on any topic can be generated on demand.

Benefits Administration – All data is captured electronically eliminating the need for paper enrollment.

Tracking Time and Attendance – Collect, manage, and process time and attendance data with accuracy and ease.

All are compelling reasons, but none matter if the company that provides the service and support isn’t trustworthy, accountable, and experienced.

Assuming all software is equal, how do you decide?

The fact is, most cloud-based HCM systems are fundamentally the same. They can be accessed from anywhere at any time, require a single login, provide added security, eliminate the need for multiple systems, and help manage the employee lifecycle. You need to vet the providers to find the one that’s right for you.

What to Consider When Vetting HCM Providers

To find the one that best suits your organization, consider these four factors:


Your employees’ sensitive data must be shared with your HCM vendor, including social security numbers, birth dates, and addresses. With the number of data breaches on the rise, make sure to evaluate the security measures they have in place. 

Ensure that the provider is up to date on security and data storage management. Look for those with a current SOC1 (SSAE 16/18) or SOC 2 audit report which demonstrates their commitment to security compliance.

Customer Service

When evaluating options, pay particular attention to the providers’ approach to customer service. When something goes wrong or you have questions, you will want to know who and how to obtain support quickly.

Questions to Ask

How do I seek help? Some providers have call-in centers while others offer a designated customer support representative, the gold standard in customer service. Each time you call you’ll get the same support person and you won’t waste time having to relay the same information to different people.

How do you manage requests? Providers that utilize help desk software like ZenDesk, Freshdesk, and Help Scout are better positioned to manage and resolve customer issues. These tools offer ticketing and multi-channel support, robust reporting, and analytics to aid in customer support.

What is the turnover like for your customer service representatives? Be wary of high turnover. Nothing beats a long-lasting relationship with the person assigned to help you.

Implementation and Training

Your provider should take you through a comprehensive demonstration of the software and offer periodic follow-up sessions to help bring you up to speed quickly. Ask what resources are available if you need help. On-site training? Tutorial videos? Online hubs? Webinars? All should be considered when choosing a provider.

Ask about their approach implementation. To ensure a smooth transition there should be a detailed plan in place and you should have access to a designated contact person during the process.


Last but not least, your vetting process should include a cultural fit assessment. You want to work with a company that is flexible and forward-thinking in terms of technology, security, and procedure. You should view your HCM provider as a partner, therefore you should choose one whose values align with those of your organization.

Is Counter Point HCM right for you? Schedule a call to find out.

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