HR Transformation

Reimagine the employee experience.

ISG applies expertise, market data and design-thinking to help organizations navigate their unique journey to engage employees and managers in the delivery of high-quality HR services and experience. 

Nearly half of all HR transformation is focused on deploying technology levers – an integrated HCM, employee experience and workflow tools, or automation with chatbots, RPA or AI software. The other half concentrates on service delivery levers that redesign processes and roles carried out by shared services, centers of expertise and business partners. 

ISG can support you in building a strategy, executing your plan or optimizing existing capabilities, whether you want to transform all of HR, focus on operations, or laser focus on payroll, recruiting, talent, benefits, compensation or contact center. ISG brings fact-based insights, de-mystifies trends, and applies hands-on experience to help you avoid pitfalls and ensure successful outcomes. ISG is a neutral party, well known for our ability to develop an actionable business case.

HR benchmarks and strategy assessment: Comparing your HR costs, staffing, and service levels to peer-comparator data in total and by function provides meaningful diagnosis of where you are today and  roadmaps that take you where you need to go tomorrow.

Target operating models: We use the latest in design-thinking and real-world market data to help you design a target operating model, improve labor compliance and transform the role of HR.

Shared services design/optimization: Today’s shared services are built for continuous growth and improvement. Reach out to an ISG advisor to understand what’s new, what’s next, and where you will get the greatest return as you seek ways to keep up with the rapid rate of change in the market.

Retained organization size and role definition: Mobile, direct access and shared services change the employee experience and introduce the need to revisit the roles, escalations, and handoffs within HR. Redraw and refocus HR responsibilities, right-size roles, uplift capabilities, and upskill resources with ISG as your trusted advisor.

Process optimization and automation roadmap: Making your way through inconsistent HR processes and systems in a cost-effective way can be a struggle.  Plan your enhancements in waves, or leapfrog gaps in technology or automation. Seasoned experts at ISG can recommend ways to optimize and automate processes that will leverage best practices and priorities to best suit your objectives. 

Workforce strategy and labor compliance: Along with process and technology, people remain a critical ingredient in the workplace of the future. ISG advises companies seeking new ways to attract, develop and retain talent. The new digital fabric can revolutionize hiring, target solutions for difficult positions, and blur the lines between employees, contractors and freelancers. As labor compliance becomes increasingly complex, ISG suggests ways to protect your workforce and avoid consequences from complex employment requirements.

The Top 5 Reasons to Benchmark Your HR Services


As organizations look to digital technologies to drive business forward, HR organizations are rapidly adopting human capital management (HCM) software-as-a-service (SaaS) solutions. HCM SaaS solution pricing has leveled out in recent years compared to the fluctuating costs seen from 2012 to 2016.

As technology capabilities increase, HCM SaaS service providers are constantly innovating new solutions. Additionally, these technology capabilities are commoditizing the current solutions and making it more important for organizations to benchmark, to ensure they are on top of the trends and are not overpaying.

Price benchmarking is a powerful tool for determining current HCM solution costs compared to peer organizations. It helps enterprises assess HCM solutions as part of a business strategy, evaluate service provider pricing and terms during the selection process, perform mid-contract “health checks” and design a strategy for re-negotiations.

Organizations that invest in price benchmarking see five important benefits:

  1. The ability to plan ahead. With such rapid evolution of technology in the digital age, organizations must plan for the future. The HCM strategies that are most successful are those that incorporate price benchmarking and take into account the costs of new HCM services. These benchmarks can be used to find the cost of ownership and analyze the value proposition for HCM solutions.
  2. Corporate buy-in. Most, if not all, organizations are under constant financial pressure and must scrutinize HCM strategy and decisions. While new HCM solutions are valuable to an organization’s operations, they can be costly, and executives need assurance that they are getting the most value for their money. Knowing the potential costs of implementation and related fees is critical to attaining corporate buy-in. This means incorporating a cost-benefit analysis from an independent third party that objectively identifies both financial and non-pecuniary benefits associated with HCM services. To obtain support of management, planners should define and compare the benefits in relation to the costs.
  3. A best-practice approach to improving the performance and cost of HR services. Regular benchmarking leads to best-in-class HCM solutions that drive digital transformation within the organization, including HR technology processes that drive employee engagement.
  4. Cost savings during contract negotiations. Knowledge is power, and the knowledge of price benchmarking puts the negotiation power in the organization’s hands. Organizations that leverage price benchmarking during contract negotiations with HCM SaaS service providers can turn that leverage into savings.
  5. The full benefits of investing in an HCM SaaS platform. HCM solutions are an investment, but they bring many benefits that organizations may not realize they need. They reduce the administrative burden on an organization’s HR staff, allowing the staff to focus on the organization’s employees. They streamline processes that improve the efficiency and experience of all involved. And they bring the expertise from HCM service providers to ensure compliance with the many regulations involved in HR operations.

ISG is recognized throughout the outsourcing industry as the leading source of HR market data and is uniquely qualified to provide price benchmarks. Our data spans the globe and includes clients with up to 300,000 employees from new contracts, business proposals and renewal negotiations. ISG maintains detailed comparative data on engagements covering all major HR, HCM, and ERP process areas. Contact us to discuss how we can help you.

About the author

Jenni Cornwall is a Consultant for ISG and brings 20 years of experience to the HR BPO industry. Her expertise includes service delivery assessment, benchmarking, strategy development and service provider evaluation and selection. Jenni maintains the database of ISG’s HR, HCM, ERP, and Benefits Mark-to-Market® data for benchmarking.


About the author

Jenni Cornwall

Jenni Cornwall

Jenni Cornwall is a Senior Consultant for ISG and brings 20 years of experience to the HR BPO industry. Coming from an actuarial background, her expertise includes service delivery assessment, benchmarking, strategy development and service provider evaluation and selection. Jenni maintains the database of ISG’s HR, HCM, ERP and Benefits Mark-to-Market® data for benchmarking.

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