SHL

HRNZ Q/A

Describe your product or service and what it delivers:

Providing people answers to over 10,000 businesses worldwide, SHL supports every step of the employee journey by bringing our trusted insights to your hiring, development, and talent mobility decisions. With our platform of unrivaled talent acquisition and talent management solutions, maximise the potential of your company’s greatest asset - your people. 

What size business or organisation does your product/ service suit?

SHL provides talent acquisition and talent management solutions to businesses ranging from small to medium enterprise through to large scale multinational entities. We also support government agencies, educational institutions and recruitment and consulting firms. Our solutions are relevant to every business where people insights matter. We curated customer success stories that show how our solutions transform talent strategy for companies around the globe. 

What kinds of organisations may be interested in your product/ service?

SHL supports organisations seeking to enhance the quality and fairness of talent acquisition and talent management decisions through the use of data-driven insights. We partner with organisations who want to use our science to bring agility, objectivity and fairness to every hiring, development and mobility decision. Our science is drawn from the world's largest bank of talent data, with over 45 billion data points on workforce skills, performance and potential. We also work with clients to create engaging candidate and employee experiences to guide the recruitment, onboarding and development process.  

How long has your product/ service been on the market?

SHL has shaped the Talent Assessment and Workforce Analytics market for over 45 years. We support clients through a network of offices and distributors in over 40 locations across the world. Our clients use SHL technology to administer over 35 million scientifically validated selection and development assessments each year in 30+ languages and 150+ countries. SHL has been an established presence in New Zealand since the early 1990's and has been engaged in a range of projects in the New Zealand private and public sector throughout our history, providing us with strong insight into the nuances of the local context.  

What does your standard product cost?

SHL is a SaaS based organisation, and we partner with our clients via annual subscriptions. SHL shapes our solution investment schedules around 4 key parameters based on our clients' specific requirements: Solution Type; Solution Tier; Number of Candidates / Participants; and Contract Duration. Please see the following section on annual licensing costs to understand more about our investment approach. 

SHL also offers a range of additional services such as training and accreditation programs, ATS Integration, report configuration or customisation, and consulting services (e.g. job analysis, debriefs, competency framework support). These one-off activities and charges are priced on demand and agreed to in writing via Order Form and Statement of Work. 

Are there annual licensing costs? How are these structured?

SHL is a SaaS based organisation, and we partner with our clients via annual subscriptions.  
 

We first work with our clients to identify which SHL Solutions meet their requirements. For Talent Acquisition, we provide Solutions for Early Career (Graduate and Apprentice), Volume (Frontline and Entry Level), Technology, Sales, Professional, and Managerial Hiring. For Talent Management we provide Solutions for Competency Fit, Enterprise Leadership, High Potential Identification, Sales Transformation, Succession Planning, and Mobilising Talent Data.

We have tiered subscription levels for our Solutions, ranging through Essential, Advanced, and Ultimate, that allow us to work with clients to identify the best combination of products, insights, experiences and services to meet their requirements. 

We base the annual subscription fees on the Solution combination and tier, expected number of candidates or participants that will be evaluated in a given year, and the desired contract duration.  
 

Included in every subscription is the support required to provide clients with guidance to ensure that the solution is delivering on key objectives. 

Is your product an off the shelf solution, or does it require customisation?

SHL offers off-the-shelf ready-to-deploy solutions for Talent Acquisition and Talent Management. Our off-the-shelf solutions cover Talent Acquisition for Early Career (Graduate and Apprentice), Volume (Frontline and Entry Level), Technology, Sales, Professional, and Managerial Hiring. For Talent Management we provide ready to deploy Solutions for Competency Fit, Enterprise Leadership, High Potential Identification, Sales Transformation, Succession Planning, and Mobilising Talent Data.  

SHL also provides customised solutions to create branded experiences to promote engagement with candidates or participants during our clients' recruitment process or internal development programs; as well as custom reports to align with our clients' competency frameworks and to support efficient and accurate report interpretation. 

How long does your product take to implement? How does customisation impact this?

As SHL is a SaaS based organisation, our off-the-shelf ready-to-deploy solutions require minimal implementation periods. Our off-the-shelf Talent Acquisition solutions are typically available for use within 2 weeks of the contract being signed, and our off-the-shelf Talent Management solutions are typically available for use within 2-4 weeks of the contract being signed.   

Where configuration, customisation, and/or ATS integration are part of the solution, implementation timeframes depend on the size, scale and nature of the request. 

What is your post-implementation support? Are there costs to this or is the up-front cost inclusive of additional support?

SHL provides the following as standard inclusions in our Solutions:  

Local Account Management: SHL supports our clients with local SHL Account Managers who are responsible for overseeing the health of the partnership and who are dedicated to working with and supporting our clients' needs. 

Local Deployment Management: for every program rollout SHL provides an in-region (Australia & New Zealand) Deployment Manager, who is responsible for project planning and management – particularly where there is configuration, customisation, or integration involved. 

Global Helpdesk with Local Hours: SHL provides a range of both client support and candidate helpdesk support as a core component of our solutions. In addition to your dedicated account and deployment teams, SHL’s Customer Experience (helpdesk) team is available to answer detailed questions of all types. Our Customer Experience team consists of highly skilled and tenured full-time employees, available to assist, answer questions, and troubleshoot issues for test takers and administrators.  

The SHL support site is for both clients and candidates where common queries can be searched, and offers Live Agent Chat and Web cases for Client and Candidates. When using the SHL Live Chat service, first contact is by our chat bot which can resolve more than 70% of all queries it receives. If it is not able to resolve the query, then the option to speak to a live agent, if one is free, is made available. This is 24/7 and delivered to any agent globally. For Web Case contact, the completed Web Case form is delivered instantly to the next online available regional team agent, based on the details provided. First line Client Technical Support is also provided for the New Zealand time zone via a toll-free phone number, Monday through Friday 8.30am to 6.00pm local time. 

Would you be able to provide example customers/ organisations who would be willing to allow site-visits for potential customers to view a demonstration of the product or service in action?

SHL is a SaaS based organisation so on-site visits are not required to see our solutions in action. Instead, you can review customer examples and our Demos On Demand Demonstration Centre. We are always pleased to provide live discussions and walk-throughs as well. Contact us to coordinate.