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Service bureau wins_losses (steve whittier)

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Service bureau wins_losses (steve whittier)

  1. 1. Service Bureau & Partner Roundtable Best Practices in selling HR
  2. 2. Agenda  Partner Models  Best Practices in selling HR  Service Bureau Successes  Lessons Learned  Key Factors for success
  3. 3. Partner Models Service bureau models  Referral – 5% Infinity HR performs all functions  Reseller- 80% Service bureau takes on some functions  Private Label – 15% Broker/service bureau performs all functions
  4. 4. Best Practices in selling HR  Create a business plan & strategy for HR  Assign comp & quota to sales  Acquire HR expertise internally  Staff for positions & competencies  Learn the system attributes & benefits derived  Develop references immediately  Train, train & train the organization
  5. 5. Service bureau case study  Company background & demographics  Sales process – competition – HR requirements  Key Factors for success  Any challenges to overcome  Outcome  Reasons for win/loss  Lessons learned from process
  6. 6. • Large Restaurant Group • 500 employees • 6 locations • Utilizing ADP
  7. 7. • Over a year calling on- ADP Contract • They received 5 Presentations and Bids • Paycor, Paylocity, PayChex, Inova, and Paycom • ACA was the a focal point • Applicant Tracking • Benefits Management • Employee Communication – EE Portal
  8. 8. Key Factors for Success • Analysis to understand current infrastructure • Providing Market Relevance • No Product Dumping • “Not a matter of if but when”
  9. 9. Challenges • Cost Associated with Change • Selling against Single Sign On/One Solution • Overwhelming Complexity's of new solutions
  10. 10. Reason for Win • Defining Features and Benefits and not stuck on Functions – market relevance • Best of Breed Solutions • Not a software company but rather a service driven business. • Technology is only as good as the teachers and users! • SPHR Client Services- best practices
  11. 11. Lessons Learned • Drive features and benefits • Drive the future value • Drive questions with direction- how the right way so they have something to compare to.
  12. 12. Altera Payment Solutions - Background • Core team has been together for 14+ Years • A Division of State Bank and Trust • 25 Team Members serving approximately 1,500+ clients • Average client size is 50 Employees • Market is focused on Georgia and the Southeast • Current IHR Clients • 5 Live & 7 in Implementation
  13. 13. Challenges to Overcome • Getting clients Live in 8 weeks • Collecting Accurate Benefit Data • Client not understanding their benefits • Implementation & Demo Support from same staff • Prospects with existing HRIS products need to be shown the benefits of IHR over their product • Integration between Payroll System & IHR
  14. 14. Success Against SilkRoad • Client was an existing payroll client • Client had begun SilkRoad implementation and paid for some of the implementation fees • We won with IHR on payroll integration • We were able to stop the implementation of SilkRoad and present a cost structure that recovered the SilkRoad implementation fees in about 1.75 Yrs
  15. 15. Success Against UltiPro • Existing Client with 600 employees purchased a larger client with 1,300 employees • Larger Company had UltiPro and 5 other HR software packages • We won by eliminating some of the other systems – Eliminating one system alone resulted in a $150K/year savings
  16. 16. Lessons Learned • Need to pre-qualify the prospect • Remove any obstacles prior to the demo • Use the Demo Discovery Document to customize the demo • Key Success Factors • Demo is last step in process • Stand up Payroll Sync in Week 4 • Emphasis with client to get accurate Benefit Data by the end of Week 1 • Hard Deadlines, including Bill Date
  17. 17. Alliance Benefit Group Background • Third Party Administration company • Retirement and Health and Welfare • 85 years of combined experience in payroll department • Started Payroll in 1995 • Average client size is 75 Employees • Do business nation wide • Current IHR Clients • 4 live and 2 in implementation
  18. 18. Prospect Company Demographics • Manufacturing Company • 4 different locations- with 500 plus employees • 2 payroll people centralized • Three month implementation process – Wanted TLM and Benefits • Four meeting process • With Ceridian- very unhappy! • Up against 3 different competitors
  19. 19. Challenges to Overcome: • Very, very complex TLM set up • ABG was new to IHR and sync • Limited resources from client and ABG Lessons Learned: • Must gather ask detailed questions and gather information • Determine what they want prior to demo- don’t lead with demo • Set realistic implementation goals and everyone must stick to them. Won! • Based on customer service and payroll sync • Ability to have TLM and benefit enrollment all in one!
  20. 20. Current Client Demographics • Has 5 EIN’s with all different benefit packages • 400 employees- very seasonal • Four different TLM set up Challenges to overcome • Ready to leave ABG- for ADP when I started • Needed to show how IHR could compete Lessons Learned • Tell your clients about your new offerings! • Have a call with implementation people • Loved ACA tools
  21. 21. Key Factors to Success  Partner has made strategic commitment to HR  Sales must act as an advisor to HR  Not all sales people can make the leap to sell HR  Comprehensive scoping of HR policies & processes  Challenge your prospect – out of their comfort zone  Implement based upon appetite for change  Client must possess/develop HR & tech competencies
  22. 22. Lessons learned  A demo will kill a deal if you haven’t completed a discovery  We do not give prospects a demo “sand box”  Deal with the integration issue upfront  Salesperson must take control of demo environment & provide crowd control  Know your competition strengths & weaknesses  You still own the sales process- and the relationship
  23. 23. Questions?

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