How Often Should You Call Your EOR?

October 28, 2024 

In the News

Remote

Back in August, I covered Deel’s acquisition of IT solutions provider Hofy. You can read more about the strange interconnectedness of Deel and Hofy from Hofy’s founding here, but even more interesting is how that acquisition differentiated Deel from other EOR providers.

Remote Enters the Chat

Remote recently announced its partnership with IT solutions provider Fleet.

Fleet offers companies the chance to lease their equipment instead of purchasing it in over 120 countries. This enables companies to avoid worrying about managing their equipment past its useful life. After three years, Fleet will refurbish or recycle all equipment.

Remote’s strategic partnership with Fleet allows its customers to easily supply their global teams with any equipment in the Fleet catalog.

With the launch of the partnership, Remote users receive two free months of Fleet to use on their next lease.

Deel

In a never-ending race to the bottom, EORs are trying to define themselves beyond just their pricing.

A top consideration outside of cost is service. Some solutions are tech-heavy and rely on their platform to do much of the heavy lifting, while others focus on strong service, support, and success teams to differentiate themselves.

Historically, Deel has leaned into the tech aspect and has invested heavily in their platform. A quick search through their G2 reviews shows that their customers are overwhelmingly satisfied with the platform.

Despite their significant tech investment over the last 5+ years, it seems Deel has also invested heavily in their customer support function.

In fact, last Monday, Deel boasted about their support metrics. You can see what they’ve achieved below:

There’s no denying these are great stats.

What I find interesting is that 95% of Deel users don’t even need to contact support.

I’ve been in the EOR space for almost seven years, and there are definitely situations where you must contact support.

  • Want to put your employee on a PIP? You need to talk to a real attorney or HR expert to walk you through that process.

  • Want to terminate an employee? You often have to go through a lengthy process and receive the support of your EOR to do so.

  • Are maternity leave laws in Canada confusing? Same here. I would reach out to an expert in Canadian HR to find out more.

I don’t know how Deel defines “contacting support” or what support truly means in their context. I also wonder what unpublicized stats (NPS, etc.) might not look so great.

Deel is impressive and continues to maintain its leading position in the EOR market by many measures. However, it's important to approach their self-reported statistics—like those from any EOR—with a degree of skepticism. These figures often reflect a curated narrative designed to influence potential buyers.

Other News

Solution Spotlight

  • Type - Global EOR

  • Number of Countries Supported - 170+

  • Entity Strategy - Unkown

  • Services -Employer of Record (EOR), Contract Management Management, Immigration, Multi Country Payroll

  • EOR pricing - 600 Euro/month

  • Contractor pricing - 20 Euro/month

  • G2 presence - 4.2/5

Thanks for reading.

Speak soon,

Moshe