Implementing a new HRIS is a major investment, but what happens when your provider’s post-go-live support isn’t meeting expectations? Slow response times, unresolved tickets, and generic answers can create frustration and inefficiencies, leaving your HR team scrambling for solutions.
If you’re struggling with poor customer support from your HRIS vendor, you’re not alone. Many companies face challenges in getting timely, effective assistance. Fortunately, there are several proactive steps you can take to improve your situation and ensure your HR technology continues to support your business effectively.
1. Escalate Within the Vendor’s Organization
If your initial support tickets aren’t getting the response you need, escalating the issue within the provider’s organization is often the best first step.
Contact Your Account Manager – Most HRIS providers assign a dedicated account manager to their clients. Reach out to them with specific examples of unresolved issues and ask for direct intervention.
Request a Service Review Meeting – If issues are ongoing, request a formal service review. This is an opportunity to discuss pain points, identify gaps, and push for a resolution plan.
Escalate to Senior Leadership – If your account manager is unable to help, escalate your concerns to higher-level contacts. Many vendors have customer success teams, regional directors, or even executive escalation channels that can apply more pressure to resolve critical problems.
Key Tip: Keep a log of all interactions with support, including ticket numbers, response times, and resolutions. This will help you make a strong case when escalating issues.
2. Review & Optimize Your Support Plan
Many HRIS providers offer different levels of support, and companies sometimes find that they’re on a basic plan that doesn’t provide the level of service they need.
Assess Your Current Support Tier – Are you paying for standard support when a premium plan might provide faster resolution times and a dedicated support contact? While upgrading may cost more, it could be worth it if your team is spending too much time troubleshooting system issues.
Clarify Your Support SLAs (Service Level Agreements) – Many contracts include service-level agreements that specify response times, escalation processes, and resolution commitments. If your provider isn’t meeting these expectations, bring it to their attention and request improvements.
Key Tip: If the provider is consistently failing to meet SLAs, you may have grounds to renegotiate your contract, request service credits, or even explore termination clauses.
3. Leverage External Expertise
If vendor support isn’t providing the answers or speed you need, a third-party HRIS consulting firm can be a game-changer.
Work with an HRIS Consulting Partner – Firms like ROCKCREST specialize in post-go-live support, optimizations, and troubleshooting. They can help bridge the gap between your internal team and vendor support, ensuring quicker and more tailored solutions.
Hire an Independent HRIS Consultant – Some companies bring in independent contractors with expertise in their specific HRIS to provide dedicated support and process improvements.
Key Tip: Many companies find that third-party consultants understand their unique business needs better than vendor support, which often provides generic responses.
4. Utilize the HRIS User Community & Knowledge Base
Many HRIS providers have robust online user communities, forums, and knowledge bases that can provide answers faster than official support.
Join Vendor-Specific User Groups – Communities such as Workday Community, SAP SuccessFactors User Groups, and Oracle Cloud Forums allow users to share insights, best practices, and solutions to common problems.
Attend Webinars & Training Sessions – Many vendors offer free training resources that can help your team gain a deeper understanding of the system and troubleshoot common issues internally.
Key Tip: If your team frequently encounters the same challenges, consider building an internal knowledge base documenting solutions so employees can resolve common problems without waiting for vendor support.
5. Document Issues & Build a Case for Negotiation
If poor support is an ongoing issue, it’s important to document your experiences so you have leverage when negotiating with the vendor.
Track All Support Requests & Resolutions – Keep a record of unresolved tickets, response times, and any broken promises regarding issue resolution.
Use Data to Request Compensation – If service levels don’t meet contractual agreements, you may be able to negotiate discounts, service credits, or even free premium support as a concession.
Key Tip: The more data you have, the stronger your case will be when discussing your concerns with the provider.
6. Evaluate Long-Term Alternatives
If your HRIS provider consistently fails to meet your expectations, it may be time to consider other solutions.
Assess Whether a New HRIS Might Be a Better Fit – If poor support is part of a larger pattern of dissatisfaction with the system, it may be worth exploring alternative platforms that align better with your needs.
Implement a Hybrid Approach – Some companies supplement their HRIS with third-party tools for payroll, benefits, or analytics to reduce reliance on vendor support.
Key Tip: Before making any major changes, conduct an HRIS audit to determine whether switching systems or making optimizations would be the best move for your business.
Conclusion
If your HRIS provider’s support isn’t delivering, don’t just accept the frustration—take action. Whether it’s escalating internally, optimizing your support plan, leveraging external consultants, or even switching systems, there are plenty of ways to regain control and ensure your HR technology meets your needs.
At ROCKCREST, we specialize in helping companies navigate post-go-live challenges by providing expert HRIS support, optimizations, and staffing solutions. If you’re struggling with your current provider’s service, let’s talk about how we can help bridge the gap and keep your HR systems running smoothly.
Need Better HRIS Support? Let’s Connect!