About Dovetail

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The easiest to use HR Case Management & Employee Portal solution for your business
Benefits of Dovetail HR Service Delivery

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Our Solutions

We create HR Case Management Solutions that are tailored to your needs

HR Transformation

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HR Shared Services

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Manage and track
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Clarify Customers

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Amdocs Clarify system with
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Discover new insights and thought leadership content to help you continuously improve your HR Service Delivery


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Dovetail HR Dog
Dovetail Flair
4 min read

Coronavirus: HR Case Management Analysis & Insight for HR Teams

By Kelly Frisby and Kane Frisby on Mar 31, 2020 5:06:16 PM

As of the end of March 2020, more than 846,000 cases of COVID-19 have been reported in over 200 countries and territories, resulting in approximately 41,000 deaths. 

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4 min read

What is HR Helpdesk software?

By Kelly Frisby on Mar 12, 2020 11:33:56 AM

Traditionally, HR Helpdesk software was used by HR Service Advisers and their managers to track and manage employee inquiries, issues and questions coming into HR from the business. Employees would call or email HR, and the Adviser would use the HR Helpdesk software to log and track details of the employee’s inquiry. The HR Manager would then use the Reporting functionality to monitor KPIs, such as call volume, number of cases open/ closed, and call handle time. From a technical standpoint, the HR Helpdesk included a software interface (or Console) with searchable Knowledge Base, which enabled HR to search and locate answers to employee questions quickly and efficiently. In recent years, the traditional HR Helpdesk has evolved into a far more sophisticated HR Service Delivery solution. For example, HR Helpdesk software now incorporates an Employee Portal application with ‘self-serve’ functionality, making a searchable Knowledge Base available to all employees.

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20 min read

Your Guide to HR Case Management

By Kelly Frisby and Kane Frisby on Jan 29, 2020 7:02:25 PM

We cover the following topics in this article:

What is HR Case Management?

HR Case Management enables HR to improve the quality of employee services, by using advanced 'case management' features, such as Case Tracking, Workflow Automation and Reporting & Analytics to track, manage and resolve employee HR/Payroll issues, questions and requests into the HR function. HR Case Management enables communication with employees across all channels, including email, self service, phone, and Live Chat. The word “Case” is the name of the record used in the HR Case Management system to track an employees’ conversation with HR. It does this by collating items such as notes, emails, phone calls, live chats, attachments, tasks and more into a single view.

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2 min read

Dovetail Builds Relationships with Customers and Prospects at Workday Rising US 2019

By Kane Frisby on Dec 6, 2019 1:31:13 PM

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3 min read

Getting to know you at Workday Rising Milan 2019

By Kelly Frisby on Dec 5, 2019 5:16:47 PM

Almost 300 Workday Customers and Prospects visited Workday Certified Select Partner Dovetail’s exhibition stand at Workday Rising Milan in November 2019.

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9 min read

What is an Employee Portal?

By Kane Frisby on Nov 7, 2019 11:08:47 AM

An Employee Portal, sometimes known as an HR Portal, is an online employee engagement platform that puts a range of HR services at the employee’s fingertips. From providing employees with access to helpful HR content and self-service functionality that answers their questions, to Live Chat and case tracking, an Employee Portal enhances the employee service experience, which increases employee satisfaction and engagement levels. It is also a communications and change management tool, enabling HR to effectively engage with their employees and support the management of change and development within the organization. Additional benefits include increased workforce productivity and greater efficiency of HR operations.

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6 min read

What is Knowledge Management in HR?

By Kane Frisby on Oct 25, 2019 11:36:38 AM

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5 min read

What is HR Service Delivery (and top 5 benefits - 2020 Update)?

By Kane Frisby on Oct 7, 2019 3:27:35 PM

Diagram 1 - Dovetail Multi-Tiered HR Service Delivery Operating Model

HR Service Delivery is the HR function responsible for providing employees and line managers with a wide range of services, including (among many others) payroll processing, employee benefits and onboarding. 

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3 min read

Top 5 Benefits of Service Level Agreements (SLA) in HR Service Delivery for 2020

By Kane Frisby on Sep 16, 2019 10:56:57 PM

Do you use an HR Case Management or HR Helpdesk tool to enable HR to deliver services to your employees? Are you benefiting from the HR Service Level Agreements (SLA) functionality that these systems provide? If not, you are missing an opportunity to improve services for your employees and increase HR productivity.

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3 min read

10 Ways Dovetail Improved HR Service Delivery for Its Customers

By Kane Frisby on Sep 4, 2019 11:05:49 AM

In our previous post we mentioned how our senior leadership team have been focused on three key objectives. Towards that initiative here are the 10 ways Dovetail has improved HR Service Delivery over the past 12 months for our customers:

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