11 Key questions to ask HR software vendors during demos

Asking the right questions in HR software demos and sales calls means you can walk away with the details you actually need, rather than the sales pitch the vendor wanted to give you. It’s easy to be impressed by a polished presentation, but these often fall apart once you start asking about total cost of ownership or what happens when you outgrow the core features. 

The demo is your opportunity to see what the software looks like and understand how it could work for your specific needs. Asking the right questions allows you to: 

• Confirm key information like features, contract length, and pricing model

• Surface relevant details about data security, compliance, EU data residency, and support for upcoming legislation changes

• Understand the user experience and support options

• Reveal hidden costs that aren’t covered in marketing materials

• Request a custom quote based on what you actually need

• Collect valuable details that help you make the right decision

Questions like “which features are included?” and “how much will it cost?” are useful, but it’s the hyper-specific questions that’ll reveal what your organisation can expect as a customer.

Leave every demo with the answers you need to make the right decision for your organisation. Here are the essential questions to ask in your next HR software demos:

Artificial intelligence (AI) has changed the way HR teams work. Some organisations are AI-first, some avoid it and prefer a human-based approach, and many fall somewhere in between. Ask vendors what their approach to AI is, now and in the future, so you can choose a platform that aligns with your preferences. 

Follow-on questions to ask include:

• Is AI embedded into every layer of the platform, or a standalone feature?

• Can we choose what data the AI assistant has access to?

• What are the current limitations when it comes to AI in your platform?

The purpose: To find a vendor whose current and long-term vision of AI in HR aligns with your own.

Demos and free trial accounts often have all the features unlocked. If you don’t sign up for a plan with everything included, your real experience may look completely different to what you thought you were signing up for. Get clarity on what’s actually included and what’s an optional (paid) extra.

Follow-on questions to ask include:

• Can you show me a demo where only the features we want are turned on?

• Can we change modules monthly or are we locked in for a year?

• How are add-on modules priced, is it a monthly total or per user per month?

The purpose: To understand what you’ll receive if you don’t want to sign up for the no-expenses-spared top-tier plan.

Introducing a new HR system is a whole process, and one that you don’t want to repeat in a year’s time. Make sure that the software you choose now has the features, architecture, and access controls you need as you grow. 

Follow-on questions to ask include:

• What do growing businesses appreciate most about your software? 

• Can I add features, modules, and integrations later that extend the software’s usefulness?

• Is the system built with the right architecture and permissions to support massive growth?

The purpose: To find an HR system you can stay with for the long-haul: one that supports growth, rather than being a barrier to it.

Compliance and data security are major concerns for UK HR teams. Ask specific questions early so you feel confident that the vendor can meet your requirements — especially if multi-country or multi-entity support is essential. 

Follow-on questions to ask include:

• Is your platform UK GDPR and EU GDPR compliant?

• What security measures does your organisation use to protect personal data?

• Can we use the system for multiple entities with different legal requirements?

The purpose: To walk away from the demo confident that security and compliance is a priority, not an afterthought.

Happy customers are highlighted on vendor websites, but user reviews offer a more honest story. Ask about unhappy customers, features that didn’t go as planned, or why customers leave for another HR tool to get a feel for how transparent and accountable your potential vendor is.

Follow-on questions to ask include:

• What’s the main reason why businesses leave your platform?

• Can you tell me about a product launch that didn’t go the way you planned?

• What happens when you get a customer complaint?

The purpose: To understand how self-aware the vendor is, and what their approach is to accountability and product improvements.

Vendors often promote big name customers and impressive case studies, but their experience is only relevant if it’s similar to the way you operate. Find out what the typical customer looks like in terms of headcount, growth trajectory, location, and language. 

Follow-on questions to ask include:

• Is your usual customer a small business, mid-market business, or enterprise organisation?

• Can we talk to a customer that’s a similar size or has similar growth plans to us?

• Which languages and currencies does the system support?

The purpose: To find out whether the system is a good fit for your organisation’s size and goals.

Traditional HR software isn’t always easy to use. Modern HR tools have definitely improved, but the user experience is essential when it comes to whether your employees and managers will actually use the software. Get clarity on what it’s like to use the platform as a user, not just the admin.

Follow-on questions to ask include:

• Do users need to sit through required training before they can use the software?

• What’s the best user experience upgrade you’ve made in the last year?

• Can you share what the typical user adoption rate is for businesses like us?

The purpose: To buy software that gets used the way it’s intended, so you can benefit from a return on investment.

Switching HR systems can be a long and frustrating process. Ask your vendor for an honest walkthrough of the entire process, so you can work out whether the initial challenge is worth it for the long-term benefits. 

Follow-on questions to ask include:

• What are the different options when it comes to implementation?

• Can we migrate our own data?

• How long is the average implementation process for a business of our size?

The purpose: To understand what a realistic implementation process looks like outside of the headline figures.

Comparing HR software pricing is difficult, especially if you need a custom quote from every vendor. Be direct and ask the sales rep for a quote that includes every cost, including implementation and training, so you can calculate the total cost of ownership over the length of the contract.

Follow-on questions to ask include:

• Are there any costs which aren’t included in the quote?

• Does pricing remain the same throughout the contract, or can we expect a price hike at the start of the second year?

• Are there any minimum fees or penalties if we wanted to remove modules or change plans?

The purpose: To visualise the whole cost for the contract, so you can compare it to other options and calculate your potential ROI.

Most HR software users need to call on the expertise of the support team at least once. Ask about your options now, so you’re not surprised by less-than-stellar response times or limitations when you need help fast.

Follow-on questions to ask include:

• Is email and phone support available to all customers, or just those on premium plans?

• How quickly can we speak to a human to resolve our problems?

• Do you offer support guarantees as part of a service level agreement (SLA)?

The purpose: To confirm that you have access to human support during your organisation’s working hours, and that expectations align with what’s available.

HR tech isn’t slowing down, and it’s useful to know which improvements and feature releases (if any) are on your would-be vendor’s roadmap. Ask if there’s a public roadmap available, whether customers can suggest or vote on future features, and what the vendor’s approach to innovation is.

Follow-on questions to ask include:

• Which features or services are top priority for the year ahead?

• How often do you update the system to reflect changes in UK and European law?

• Do customers have the chance to influence the product roadmap?

The purpose: To understand whether the vendor is proactive or reactive when it comes to new features, improvements, and support for legislation changes.

Honesty and transparency are essential for a fair and comfortable buying process, but every vendor has a slightly different approach when it comes to demos and sales calls. 

Here are some red flags to be wary of, along with what they might mean:

If any vendor raises one or more red flags, dig deeper. Ask hard questions, get clarity on specific costs and timings, and decide whether you’re happy to move forward to the next stage or not. 

Use a clear, structured process to evaluate HR software vendors. Compare potential suppliers on features, pricing, support options, compliance, security, and any other factor that’s important to your organisation. 

Examples of capabilities to compare include: 

• Features: Do the features match what you’re looking for? Is there anything missing?

• Compliance and security: How does the vendor handle data protection and compliance? Are we confident in their approach to security?

• Integrations: Are there integrations for tools we already use? Is it a deal-breaker if there isn’t? Can we use third-party connectors?

• Implementation and customisation: Does the implementation service match what we need? Can we migrate data ourselves (if desired)? What customisation options are available? 

• Customer and technical support: What customer support options are available? Is support provided by humans or AI? Who is responsible for technical support? What are the target support times in the service level agreement (SLA)?

• Scalability: Can the platform scale as we grow, or will we outgrow it within 1-3 years? 

• Pricing and contract terms: Are we happy with the pricing model? Are the projected costs within budget? Is the ROI acceptable?

• Market fit: Is the software designed for mid-market teams, or is it better for small businesses or enterprises?

• User reviews: What do real customers say about the product or vendor? Are experiences generally positive, neutral, or negative?

• Personal recommendations: Did the vendor come recommended by a peer? What was their opinion of it?

HR software demos are an opportunity for you to see the system in action and ask the sales rep some honest questions. Use the questions in this guide or build your own checklist to take into demos with you, so you can record the vendor’s answers and make a final decision based on real data, rather than vibes. 

The sales team at Personio is always happy to answer your questions — even the challenging ones. Buying software is a major decision, and asking questions helps you find the right match for your needs. 

Personio’s sales and onboarding highlights include: 

• Personalised demos, rather than generic presentations

• Space to ask detailed questions so you can fairly compare your options

• Custom quotes tailored to your specific needs

• No hidden monthly costs

• A one-time implementation fee dependent on your business size

• Access to a fixed contact person for the setup and onboarding process

• A clear and responsible approach to information security

• Compliance with UK GDPR and GDPR

There’s no singular question that’s the most important for every organisation. Decide what matters most to your HR and leadership teams, and frame questions that give you the information you need to make the right decision. For some teams, that’s “how does this software scale?” but for others it might be “what’s your approach to AI in HR?”.

HR teams commonly forget to ask about the finer details when it comes to pricing — like the total cost of ownership over 1-3 years, whether there are any hidden costs, what the initial contract term is, which features shown are included (versus being an extra cost), and how much guided implementation costs.

Red flags when choosing HR software include vendors that are vague about features, pricing, or contract terms, generic demos instead of personalised tours, and sales reps that are uncomfortable acknowledging when they’re not the right fit and why customers leave their platform. 

The best way to compare HR software options is with a multi-step process. Figure out your needs, priorities, and budget, then use a scoring matrix to decide which vendors to shortlist. Attend demos or use free trials to narrow down your shortlist, and ask sales reps a series of questions to understand which software is the best fit for your business.