What is most valuable?
One of the best, possibly worst things if not controlled, is the configuration and permission control possibilities within the system. These possibilities provide the opportunity to automate and control processes that would otherwise be manual and/or not locked down. If you are not in control of your system, it can become a nightmare.
How has it helped my organization?
Prior to implementing Kenexa, our basic data quality was poor. We were unable to provide the required transparency to the business about recruitments in process, or empower them to take control of their approval processes. Now, having provided this, amongst many other things, we have a much closer relationship to the business.
What needs improvement?
Enhancement releases can't come fast enough, and you only know what is being released a week at most in advance. The documentation of the changes and configuration requirements are often following months after the initial release.
If you happen to be an early adopter of enhancements, it can be a frustrating process, as it is hard to decipher together with their support whether an issue is a bug or working as intended (a change in the way something works).
For how long have I used the solution?
I have been using it for four years.
What was my experience with deployment of the solution?
There was a two-year period after IBM bought Kenexa during which things were rough. But for the last two years, the system is quite stable - as long as you are in control of your own system.
How are customer service and technical support?
Technical support is 7/10. Sometimes it is hard to make the first level of support understand basic issues, even if it is clearly documented.
Which solution did I use previously and why did I switch?
Yes, we previously used a different solution. We switched because we placed as much weight on the vendor being a sparring partner, as much as providing a powerful system.
How was the initial setup?
Initial setup was complex, but the system is! I wish that I had spent more time understanding what we were saying yes or no to.
What about the implementation team?
We implemented it in-house. Take the time to understand what you are saying yes or no to. If a functionality is not available to you, and you are requested to log it as a RFE (Request for Enhancement) - there is little chance of it happening in the near future.
What other advice do I have?
Two years after IBM bought Kenexa, we are really starting to see the system evolve for the better. It is the best ATS on the market, and IBM are one of the better vendors to work with.