The human element in HR tech: Lessons from Baker Tilly and Mercer 

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Organizations increasingly turn to human resources (HR) technologies to streamline operations and enhance employee experiences. However, the journey from legacy systems to cutting-edge cloud and AI-powered platforms is usually fraught with challenges that extend beyond simple technological implementation.

In a recent webinar with Mercer’s Harry West, Senior Principal of HR Digital Transformation, Corina Lam, Global Leader, Vendor Services of Technology Partnerships & Analysts, and Baker Tilly’s Jeffrey Haynes, Director – Oracle Solutions, Nathaniel Pease, Principal – Oracle Solutions, delved deep into the landscape of HR technology transformations. The discussion revealed the critical human elements that can make or break a successful implementation.

Q: What are the most common misconceptions clients have about HR technology implementations?

HR is easy: Haynes highlighted the notion that many stakeholders perceive HR as 'easy,' underestimating the complexities of implementing HR systems. Unlike finance systems that typically cater to a smaller group that might touch 50 professionals, HR systems impact the entire organization, maybe up to 50,000 users across an organization. He noted that the complexity lies in designing workflows that cater to potentially thousands of users, each with specific needs.

Technology solves everything: Pease cautioned against the naive belief that new technology will magically resolve all organizational challenges. Drawing from personal experience, he explained that while technology can be transformative, it cannot compensate for poor processes. Effective implementation requires organizations to re-evaluate and re-engineer existing workflows to extract maximum value.

Implementation has a definitive end date: West pointed out that many clients view HR technology implementation as a project with a clear end date. However, the reality is that the journey is continuous. He introduced the concept of "go begin", highlighting that implementation is an ongoing journey of continuous improvement, adaptation and innovation. Modern cloud solutions, like Oracle, frequently release updates, necessitating an ongoing commitment to learning and optimization.

Q: How can you personalize implementation projects to enhance client satisfaction and engagement?

Empathetic partnership: Pease shared that successful implementations focus on creating a positive experience for all stakeholders. This also involves having "respectfully challenging conversations" that go beyond surface-level discussions, allowing teams to deeply understand and address client needs.

Design-thinking approach: Haynes advised to look beyond the HR department’s perspective and to consider the broader organizational landscape for a thought-out implementation. Engaging employees across different segments ensures that the system design meets different business requirements. Additionally, validating assumptions through detailed stakeholder input helps create solutions that are both practical and effective.

Continuous feedback and candor: West highlighted that honest feedback throughout the implementation process is essential for success. Open communication helps clients recognize and mitigate potential adoption risks before they become obstacles. Maintaining transparency about the project's progress and challenges enables smoother execution.

Q: How can clients be motivated to take actionable steps after implementation to maximize the value of their HR technology investments?

Implementing a structured plan for continuous improvement is essential. This approach includes setting up governance structures and appointing dedicated teams to evaluate the system's performance and explore new features post-implementation. Actively engaging employees and encouraging feedback helps maximize return-on-investment (ROI) and sustain the system's relevance.

Q: What emerging Oracle trends should organizations be aware of and how can they adapt to these changes?

The discussion highlighted several exciting innovations, particularly in artificial intelligence (AI):

Oracle's innovative tools

• Oracle Digital Assistant: An intelligent chatbot that offers personalized, context-aware support, reducing the need for manual HR assistance. It can remember user preferences and tailor interactions over time, creating a seamless experience.
• Oracle Guided Learning: Provides intuitive, real-time guidance to help users navigate the system effectively.
• Oracle Journeys: Assists employees through complex processes, ensuring a more accessible and efficient experience.
• HR Help Desk: Delivers prompt and accurate responses to employee inquiries, minimizing wait times.

AI-powered capabilities

• Automated performance review writing to streamline evaluation processes.
• Intelligent job description generation, saving time for HR professionals.
• Predictive workforce analytics for data-driven decision-making.
• Personalized candidate and employee experiences that adapt to individual needs.

Q: How can organizations ensure that their HR technology implementation experience is not overwhelming?

The human experience in HR technology implementation is crucial, as people often remember the experience of a transaction more than the transaction itself. To create a positive impact, the implementation journey should be energizing rather than draining, collaborative instead of transactional and focused on opportunity rather than burden.

How we can help

The most successful HR technology implementations are those that view technology as an opportunity to transform and enhance both the processes and the people critical to running the business. With the ability to see the big picture, Baker Tilly helps companies navigate the interdependencies and inner workings of the Oracle Cloud platform.

Baker Tilly is a premier member of the Oracle PartnerNetwork, offering extensive capabilities across Oracle’s Cloud platforms, including Analytics, EPM, ERP, HCM and SCM. Our Oracle practice helps clients, from mid-market to Fortune 50 companies, transform their businesses through Oracle’s enterprise solutions. Mercer provides trusted advice and solutions to build healthier and more sustainable futures for their clients, colleagues and communities.