SAP SuccessFactors HCM

Product - We like most SAP's thought leadership on future features. Service - We like most of all the partnership between vendor and customer that SAP fosters. While other software vendors are just concerned with sales, SAP SF has an adequate network of resources to support us before and after the sale. We pay extra for the premium level of service but it is worth it for the vendor to make us a priority.

The flexibility to be able to program to our business needs.

What I appreciate most about SuccessFactors is the exceptional support provided by our Customer Success Partner. She is outstanding in her role, consistently working closely with our team to educate us on best practices, guide us to valuable resources, and connect us with subject matter experts whenever we face challenges or knowledge gaps. Her proactive and collaborative approach has been instrumental in maximizing the value we get from the product.

We dislike most the pressure exerted by SAP as a vendor to move to Cloud-based offerings - as our company grows larger it is very difficult to make such a drastic shift in direction within the timeframe that SAP expects. We are very happy with our on-prem Payroll, Benefits, and Time modules. Our HR teams across the World do not feel the Successfactors Cloud offerings in these 3 areas are robust enough to meet their needs - especially Benefits, so we are leaving those modules to last to implement. We also dislike the price difference between On-Prem versus Cloud, when in most cases the Cloud offering doesn't provide any additional functionality (such is the case with SAP ECC Payroll versus SAP SF Payroll), thus supporting our desire to stay On-Prem for some modules. We dislike that we have to hire Implementation Partners in order to install and even upgrade some SF's modules or features, due to SF's requirements.

Technical support seems to focus more on KPI's time to close tickets versus helping the customer resolve their issue.

One area of concern is the freedom to make decisions that have long-term negative impacts. Additional guardrails to limit potential issues could be beneficial. In our case, Employee Central was not the first (or second) module implemented which resulted in some suboptimal configuration decisions that were made for the early modules that continue to pose challenges. Additionally, we made some decisions because our legacy SAP system remains in place for the broader company, which creates ongoing difficulties and limits full alignment within the ecosystem.