In the ever-evolving landscape of Human Capital Management (HCM) solutions, companies are looking for a blend of functionality, flexibility, and seamless integration with their existing ERP systems.
Gary Anderson, VP of Sales, provides his insights into the core philosophy of Criterion HCM, its modular approach, and how it addresses complex HR scenarios with a customer-centric focus.
Anya Ciecierski: What sets Criterion HCM apart in the human capital management (HCM) space?
Gary Anderson: At Criterion HCM, we take pride in being a best-in-class HCM solution with seamless integration to ERP systems. Our focus is on providing bidirectional connectivity through open APIs, ensuring accurate data synchronization between HCM and ERP applications that don’t have a solid granular HCM offering like Criterion.
Anya Ciecierski: It's impressive that over 85% of the companies you work with are ERP integration customers. Can you tell us more about the types of companies you typically work with on the Microsoft side, especially those utilizing Dynamics 365 Finance or Dynamics 365 Business Central?
Gary Anderson: Our sweet spot lies with companies using all of the major Microsoft financials solutions. Mostly we collaborate with larger organizations leveraging Dynamics 365 F&O. We target companies with a minimum of 250 employees, emphasizing employee count over company revenue. And our sweet spot is with companies that have complex HR scenarios, we don’t generally get the simple ones often but we successfully sell to companies that want a partial or full HCM solution with all the major components that they can grow in to. We do have partners in Canada and the US that resell Criterion into smaller organizations with less than 250 employees.
Anya Ciecierski: Your product is built on best practices from the Society of Human Resource Management. Can you elaborate on how this foundation shapes the core functionality of your system?
Gary Anderson: The core of our system revolves around HR, incorporating best practices from the Society of Human Resource Management. This ensures a comprehensive application, housed in a single database. The flexibility of Criterion is key, allowing large enterprises to start with basic HR functionality and gradually add features based on their evolving needs. A large portion of our customers will buy all the modules to streamline all their HR, Payroll, Workforce Management & Talent Management requirements with Criterion’s single application and relational database offering that provides integration to ERP and other “best in class” HR solutions.
Anya Ciecierski: The modular approach is interesting. Can you expand on how your product supports companies with your licensing, especially when it comes to features like payroll?
Gary Anderson: Our approach allows companies to tailor their licensing based on immediate needs. We don't require companies to license the entire suite at once. Our customers have the option of using our payroll but it is not a requirement if they handle payroll within their ERP/Financial software or through a payroll vendor. Although the payroll is part of the entire HCM system enabling companies to appreciate the value of having payroll within the same system, facilitating point in time changes to earnings and deductions, retroactive calculations, and handling complexities associated with various scenarios. The payroll solution within Criterion handles enterprise payroll requirements, such as: certified payroll reporting, prevailing wage, and workers comp. reporting, union reporting, multiple jobs with multiple pay rates, and other payroll complexities can be set up with rules-based calculations. You can also process your payroll tax deposits and filings using our tax assist option or you can outsource all the payroll tax depositing and filings.
Anya Ciecierski: Speaking of complexities, you mentioned dealing with unions and multiple pay rates. Could you share an example of how your system handles complex scenarios?
Gary Anderson: We often encounter complex scenarios, such as certified payrolls, or union rule tracking or tracking employees with multiple jobs and multiple pay rates that report to different managers. Our system excels in handling these intricacies, providing a robust solution for our clients.
One niche that we work in quite a bit is tribal governments. HR for Tribal governments pose unique challenges with distinct employee groups and payment structures. Our HCM solution accommodates these complexities, addressing the three different groups of employees—tribal members, those paid through a 1099, and business line employees. This specialized focus is crucial for tribal governments, where Microsoft's Dynamics 365 F&O, coupled with our integrated HCM, provides a competitive advantage against alternatives like Workday, SAP, Oracle and other ERP’s that have weak or light HR functionality.
Anya Ciecierski: Speaking of competitors, how does your product stand out in comparison to competitors like Workday?
Gary Anderson: While Workday is often seen as the silk stocking of HCM, we believe our product offers a more user-friendly and robust alternative. Our system provides a high level of granularity and features without the need for specialized expertise, making it more accessible for a broader user base. We believe in delivering a product that is not only cost effective but also user-friendly.
Anya Ciecierski: Your client satisfaction ratings and NPS scores are impressive. How do you maintain such high levels of customer satisfaction, especially in a field as demanding as HCM?
Gary Anderson: We prioritize customer-centricity. Our monthly client satisfaction ratings involve a small segment of our nearly 600 customers, ranging from 250 employees to 10,000. We actively seek feedback and implement enhancements based on customer input or “voice of the customer”, ensuring our product continually meets our clients evolving needs. Our NPS scores consistently range in the high 40s to low 50s, a testament to our commitment to customer satisfaction. I have been in the HCM business a long time and I know it is hard to get NPS scores over the mid 30s.
The input from our customers drives approximately 60% of the enhancements we make each quarter. This collaborative approach ensures that our product is not static or a “graveyard” product that never changes. We feel Criterion is a good fit for customers that want better service linked to a superior HCM technology solution.
Anya Ciecierski: Thank you, Gary, for sharing valuable insights into Criterion HCM. I believe that companies that sell Microsoft Dynamics 365 F&O will have a competitive advantage against other ERP system when they show the customer that they have a really tight HCM product integrated into the system.
Criterion streamlines your critical HR, payroll and talent engagement operations with a single platform that’s in-depth, user-friendly and easy to configure.
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By Criterion HCM, www.criterionhcm.com