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KLAS Research Director - Tanya Egbert
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Tanya Egbert

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tanya.egbert@klasresearch.com

801-404-5422

 
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Director

Service and Support

Anytime we requested a change, it took forever for the change to be made. I will miss the...

Dec 2020
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Manager

Functionality and Upgrades

Delivering new technology is challenging. The vendor prides themselves on providing updates to meet...

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Manager

Service and Support

The vendor’s support has been awful for years. Getting the support that we need takes far too long....

Jul 2020
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Manager

Service and Support

We purchased SAP’s preferred care support model. Having an actual customer support manager working...

Jul 2020
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Manager

ROI / Cost (care and feeding)

I don’t think SuccessFactors is really worth the money. I wouldn’t pay what we are paying for the...

Jul 2020
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Manager

Service and Support

SAP does a really good job of trying to reach out. They have newsletters that they make sure we are...

Jul 2020
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Manager

Future Outlook

We will be switching off SuccessFactors in an effort to align everything onto one new platform....

Jul 2020
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Manager

Other Observations & Comments

For SuccessFactors, we did use a third-party implementation partner, and that was a bad experience...

Jul 2020
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Manager

Functionality and Upgrades

One of the biggest challenges with SuccessFactors is the vendor advertised a fully integrated...

Jul 2020
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Manager

Interfacing and Integration

I would almost say that integration and interoperability are not applicable. We are in a situation...

Jul 2020
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Manager

Technology

The product is fairly intuitive. When I think about the user interface, there are certain things...

Jul 2020
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Manager

Future Outlook

The system's environment has been very stable and is highly available. A while back, there were some...

Apr 2020
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Manager

Lessons Learned

If we were purchasing the SAP system at the same time we were purchasing another system, we wouldn't...

Apr 2020
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Manager

Relationship

I don't know of any cases where SAP has promised something and the promise has been broken. SAP is...

Apr 2020
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Manager

Service and Support

The biggest negative that I hear from my group is that when there is a problem, it goes into the...

Apr 2020
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Manager

Lessons Learned

I would recommend the system if the organization wants to use SAP's full platform. One disadvantage...

Apr 2020
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Manager

Future Outlook

The long-term plan is to move over to another vendor's product and away from SuccessFactors. The...

Apr 2020
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Manager

Other Observations & Comments

The level of support has mostly been influenced by the customer care representatives that are...

Apr 2020
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Manager

Sales and Contracting

The product tends to be mature, and we like the fact that the releases are now twice a year instead...

Apr 2020
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Director

Relationship

The vendor has been pretty good about keeping their promises. We have a really good customer service...

Feb 2020
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Director

Implementation and Training

We have open access to the vendor's training materials, and that is awesome. I want to give the...

Feb 2020
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Director

Other Observations & Comments

We have some complex issues, and sometimes we can get a bit of a runaround from the support people....

Feb 2020
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Director

Lessons Learned

My recommendations are always conditional because the system has to fit the organization, but I...

Feb 2020
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Director

Functionality and Upgrades

The vendor has invested quite a bit of time in the user interface and has made a pretty simple one....

Feb 2020
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Director

Service and Support

Since we have had the system, we have seen a pretty dramatic improvement in the service relationship...

Feb 2020
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