The Human Side of HR Tech Implementation: Building Successful Partnerships

2025 is reshaping how companies approach HR technology, with implementation becoming less about technical checkboxes and more about business transformation. In this episode of Talent Experience Live, host Devin Foster sat down with Neli Bistrichka, Senior Director of International Client Services at Phenom, for a candid conversation about a typically technical topic — exploring the emotional journey, team dynamics, and partnership mindset that drive successful implementation outcomes.

"This isn't just about plugging in software anymore," Bistrichka highlighted. "HR has shifted from a support function to a strategic driver of business success, and implementations now focus on business processes, change management, and delivering long-term value."

Underneath this partnership framework, the conversation provides valuable insights on key implementation essentials that can make or break your HR tech project.

Catch the full episode here or jump into the highlights below.

The Changing Nature of Implementation

HR technology implementation has evolved significantly over the past decade. According to Bistrichka, who brings over a decade of software implementation experience, the process has transformed dramatically in both complexity and approach.

"In 2013, when I started implementing software, we were talking about features, functionalities," recalled Bistrichka. "Now, software implementations have become business critical. Everything has to be faster, simpler, more user-friendly, and data-driven."

This transformation mirrors how our expectations have changed regarding technology — what was acceptable in 2013 now seems slow and inefficient. "If you think about people, process, technology, time pressure, high stakes — there's so much that can go wrong in an implementation and so many moving pieces" noted Bistrichka.

What makes implementations successful isn't avoiding challenges but developing the partnership mindset to overcome them effectively.

Setting Up for Success: The Data Foundation

Just as you can't outwork a poor diet when trying to get in shape, organizations can't overcome poor data quality during implementation. Before embarking on the Phenom journey, companies need to examine their data foundation.

"Phenom is a system that typically pulls core data from the applicant tracking system. So job descriptions, hiring statuses, application questions — this is data that we consume," explained Bistrichka. "As you can imagine, good data hygiene is key. If the data is inconsistent or incomplete, the implementation will result in garbage in, garbage out." 

Organizations should ask themselves key questions before implementation begins:

• How long ago was the ATS implemented? Is it stable or accumulating years of inconsistent data?

• Are processes standardized across the organization or fragmented by region or department?

• Is the data structure clean and consistent?

Phenom supports this preparatory work through a comprehensive assessment. "Phenom offers business process mapping. We start every implementation understanding the IT landscape — where you are right now, how many systems you have, how the data flows between systems, and what the current process is versus the target process."

Related: Overcoming Implementation Pitfalls with talentEXP

The Essential Players To Build Your Implementation Team

The implementation journey requires specific roles and expertise, similar to assembling a wedding planning team. Bistrichka emphasized having "the right people at the right places with the right expertise at the right time" for success. Here are some essential players to have on your implementation team:

• Project Manager: The primary point of contact bridging the client and Phenom teams while navigating internal processes. They serve as a key anchor for the implementation.

• ATS Administrator: System knowledge directly impacts implementation quality. Their expertise with existing systems significantly influences the journey's smoothness.

• Digital Marketing/Branding Lead: Contributes essential assets and content for the career site that the customer would launch.

• IT Support: Handles technical aspects like SSL certificate, email white labeling, and IT-related aspects.

• Business and TA Leaders: Change champions who represent end-user needs and requirements.

• Executive Sponsor: "The person with an idea and a vision of why we are embarking on this journey." Maintains focus on strategic objectives when teams get caught up in details.

Additionally, the executive sponsor plays a particularly crucial role in preventing analysis paralysis. "When we get into the nitty-gritty details, there may be hiccups or things that scratch the eye of the project team where an executive sponsor can step out of the details.”

Navigating the Journey: The Partnership Approach to Implementation

Like any significant relationship, HR tech implementation has its honeymoon phase followed by challenging realities. The initial excitement about new technology can give way to integration complexities and change management challenges.

Bistrichka has seen that success depends not on avoiding problems, but on approaching them together. She recommends building "one team with one purpose" rather than maintaining a traditional vendor-client relationship. This partnership mindset helps both parties navigate obstacles together instead of pointing fingers when issues arise.

Perfectionism often blocks progress. Bistrichka reminds teams that a "perfect 100% bug-free software implementation" doesn't exist — there will always be adjustments needed after launch. 

Related: Bridging the Gap: From HR Tech Promise to Business Impact

And when facing tight deadlines, organizations need to have what she calls a "pragmatic conversation" about must-haves versus nice-to-haves.

"We're coming to this on both sides wanting to make this a success," explains Bistrichka. "Whatever challenges we face, we overcome them together. We are one team with one purpose, with one ambition."

A successful implementation doesn't mean a problem-free journey. It's about how teams address obstacles collaboratively and hold each other accountable for commitments made on both sides. 

Building a Strong Long-Term Partnership 

Bistrichka’s main message is that implementation success requires mutual commitment and responsibility. "We can do the heavy lifting, but we still need someone on the receiving side to play along and to be part of the journey. It takes two to make the thing go right."

Phenom's implementation team brings passion, expertise, and a supportive approach "We'll help, support, navigate, share best practices, and make the journey as smooth as possible, but that doesn't take away the responsibility and the accountability and the resilience that has to come from the customer side."

This two-way partnership creates the foundation for transformative HR technology implementation — enabling organizations to turn technical potential into business results.

With the right preparation, team composition, and partnership mindset, your HR technology implementation can avoid common pitfalls and deliver lasting value. Implementation essentials include:

• Thorough data hygiene and process standardization before beginning

• Assembling a cross-functional team with clear roles and responsibilities

• Executive sponsorship that balances detailed execution with strategic vision

• A partnership approach that embraces challenges as opportunities for growth

• Pragmatic decision-making about must-haves versus nice-to-haves

Learn more about Phenom Global Professional Services to discover our proven implementation roadmap designed for seamless talent transformation.