Build and Measure HR Tech ROI Across the Talent Lifecycle (Before and After Go-Live)

Traditional software ROI has always been a straightforward one-time calculation. You take the gains, subtract the cost, and then divide by the cost to figure out the dollar spent to dollar gained ratio. If the software is licensed, you might do this calculation annually, but it’s always based upon a specific moment in time. 

SaaS ROI is an evergreen calculation, beginning before the solution is implemented, and continuing long past initial deployment. As teams move from selection and setup into daily usage, those using the technology begin to focus on how it can support actual workflows, how quickly people adopt it, and whether early usage aligns with business outcomes.

During Customer Obsession Day, Brenna Garbelman, Director of Strategy at Phenom, encouraged HR teams to look earlier in the journey when thinking about ROI. "ROI isn't just a retrospective number," Garbelman noted. "It's a strategic, forward-looking metric that guides smarter decisions."

Watch the full session here or continue reading for highlights!

Why is HR Tech ROI Shaped Before and After Go-Live?

In a SaaS environment, value is created through ongoing use as teams adopt the product, streamline processes, and connect the platform more closely to real business outcomes.

This is why SaaS ROI shows up differently in practice. It emerges through revenue impact, operational efficiency, and cost savings relative to the total investment made. Adoption builds unevenly, processes evolve through use, and efficiencies appear only once workflows are used consistently. Because of this, ROI continues to take shape over time rather than being fixed at go-live.

Waiting to define success and how you will measure ROI until a system is live limits an organization's value proposition. Defining ROI earlier allows organizations to align expectations, prioritize outcomes, and adapt as real usage data becomes available, setting the stage for more intentional value creation.

How to Effectively Set, Measure, and Achieve ROI Goals

Once SaaS ROI is understood as something that develops over time, the focus shifts to how that value is expected to show up. ROI isn’t created at launch or proven in a single report. It’s built through deliberate choices made before implementation, reinforced during go-live, and strengthened as adoption and optimization take hold.

Many teams find it helpful to think about this progression as Crawl, Walk, Run: a practical way to align expectations with reality. Each stage reflects a different phase of ROI maturity: establishing clear baselines, accelerating early value, and sustaining impact over time. Approaching ROI this way helps teams avoid rushing results and instead build value that holds up as the organization scales. Phenom’s "Path to Value" ensures that the SaaS ROI equation remains positive by managing the transition from implementation to long-term optimization.

1. The Foundation/Crawl (Setting the Baselines)

Rather than moving straight from evaluation to purchase intent, teams first need clarity on the outcomes they want to achieve and whether those goals require a new solution or better use of what already exists. This is where ROI success or failure is often determined, well before implementation starts.

At this stage, teams need clear alignment on what the investment is meant to drive. Is the priority cost reduction, efficiency, experience, or growth? As Garbelman emphasized, aligning expected business outcomes to strategic goals is critical for measuring future success. Without that clarity, ROI becomes a number no one agreed on.

To move forward, you should focus on three essentials: 

• Outcome alignment: Define what success looks like and why it matters to the business

• Baseline definition: Document current performance, such as time spent on key workflows, volume handled per role, or reliance on manual steps

• Total cost of ownership: Account for subscription fees alongside implementation effort, integrations, training, enablement, and ongoing support

This foundation keeps ROI discussions grounded and prevents scope from expanding in ways that increase cost while delaying value.

2. The Acceleration/Walk: Shortening Time to Value

With outcomes defined and baselines in place, teams move into launch. This is where urgency and maintaining alignment matter most.

Rather than attempting a full rollout, Garbelman pointed to a value-launch mindset, configuring the platform around the most urgent needs to demonstrate quick wins and staying power. The goal is momentum, not completeness.

During this stage, you should focus on accelerating time to value (TTV):

• Narrow scoping: Prioritize high-impact workflows instead of launching everything at once

• Visible early wins: Focus on improvements users can see quickly, such as reduced manual effort or faster execution

• Documented impact: Capture early successes to reinforce buy-in and support leadership conversations

Intentional constraint shortens TTV, reduces friction during adoption, and builds confidence that the platform delivers on its promise.

3. The Multiplier/Run: Optimizing the Lifecycle

As usage stabilizes, ROI shifts from proving value to sustaining and expanding it. This is where SaaS investments deliver their long-term payoff.

“Building ROI and proving value is an ongoing process,” Garbelman shared, underscoring the need for regular review and adjustment. Teams that sustain ROI establish a rhythm of measurement and optimization rather than treating launch as the finish line.

At this point teams should focus on consistent practices:

• Regular ROI reviews: Compare anticipated outcomes with actual results to understand what’s driving returns

• Usage optimization: Address underutilized licenses, refine workflows, and expand capabilities where adoption is strong

• Data-driven expansion: Use documented value and steady adoption to justify new use cases or deeper integration

Over time, these activities normalize adoption and embed AI and automation technology into daily operations. When value is visible and usage is consistent, ROI becomes a signal that guides future investment rather than a question to defend.

ROI Is a Journey, Not a Destination

Getting started with a SaaS product isn’t about flipping a switch. It’s about aligning on outcomes early, accounting for the full investment, launching with focus, and continuously optimizing based on how the platform is actually used.

At Phenom, we call this a path to value: treating ROI as an ongoing journey rather than a one-time calculation, and ensuring each phase of adoption builds on the last.

The thread that runs through every stage is adoption. When teams use a platform confidently and consistently, ROI becomes visible, defensible, and easier to scale as the organization grows.

Interested in learning more about Phenom's support offerings? Learn more about Phenom Support Packages. Connect with our team today or reach out to your Account Manager to explore how we can help elevate your talent experience.