HR Service Delivery is no longer just about handling employee questions - it’s about delivering a seamless, data-informed, scalable experience that empowers employees, reduces workload for HR teams, and aligns with company strategy.
Across industries - from healthcare to technology to manufacturing - Dovetail Software is powering this transformation. Drawing from real-world HR Service Delivery case studies, this blog explores how Dovetail’s clients are achieving measurable results by modernizing their HR operations with HR case management, employee portals, and knowledge systems.
🎥 Watch this video for a quick overview of how Dovetail transforms HR Service Delivery:
Why HR Service Delivery Needed a Reboot
HR leaders have long struggled with fragmented systems, excessive email volume, poor visibility, and time-consuming manual tasks. Whether it's responding to thousands of policy questions, tracking cases across disconnected systems, or maintaining consistency across global teams, the challenge remains the same: traditional HR operations were never built to scale in a digital-first workplace.
Dovetail Software steps in to change that - providing a purpose-built HR Service Delivery platform with:
Case Study Highlights: Real-World HR Service Delivery Transformation
Danone US
Industry: Food & Beverage
Use Case: Multi-tier HR Service Delivery, employee self-service
Features Used: Dovetail HR Case Management, Employee Portal, Knowledge Base
Top Metric: 95.2% self-service resolution rate
Team Size: 6,000+ employees
Danone deployed Dovetail’s HR Service Delivery platform, branding the Employee Portal as "Genie" to reduce workload and improve the employee experience. They deflected nearly 34,000 monthly cases from Tier 1 support. The portal was tailored using employee personas, and adoption soared.
Quote:
"We had a ton of opportunity through launching Dovetail HR Case Management to really optimize some of our ways of working."
Crystal Carter, US HR Shared Services Director
Northside Hospital
Industry: Healthcare
Use Case: High-volume case resolution, remote HR operations
Features Used: Dovetail HR Case Management, Workflow Automation
Top Metric: 300+ cases handled daily
Team Size: 34,000 employees
Northside Hospital implemented a multi-tier HR Service Delivery model using Dovetail. Labels, SLA tracking, and independent case tabs enabled faster, smarter resolutions. Workflow automation allowed the team to maintain service levels while working remotely.
Quote:
"Dovetail brought much-needed flexibility and automation to our case management process."
Yen Edwards, HR Operations Manager
Lenovo
Industry: Technology
Use Case: Global case management and SLA tracking
Features Used: Dovetail HR Case Management, SLA engine, Reporting
Top Metric: 96% first contact resolution rate
Team Size: 63,000+ employees
Lenovo replaced its underperforming case system with Dovetail, managing over 13,000 cases monthly. Their HR Service Delivery model now integrates SLA triggers, complexity labels, and tier-based escalation - with strong reporting to match.
Quote:
"Dovetail simplifies case management, allowing me to efficiently track global cases."
Sheryl Li, Global HR Services Director
Breakthru Beverage Group
Industry: Distribution / Beverage
Use Case: Decentralized HR process transformation
Features Used: Dovetail HR Case Management, Employee Portal
Top Metric: 125,000+ cases managed since launch
Team Size: 9,000+ employees
Breakthru replaced email and spreadsheet-based HR with Dovetail. They now operate a multi-tier HR Service Delivery model with 24/7 access via the HR Now portal. The portal handles high-volume questions, freeing HR to focus on complex needs.
Quote:
"With Dovetail, all cases are visible and tracked. Our processes are significantly more efficient."
Michelle Memmo, HR Service Delivery Specialist
The Impact of Dovetail Across HR Service Delivery
Across industries and use cases, the results are consistent:
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Self-service adoption: Organizations like Danone and Lenovo deflected over 90% of Tier 0 cases using portals and knowledge bases.
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Faster case resolution: Breakthru and Northside streamlined complex processes with automation and intelligent routing.
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Stronger analytics: Northside and Breakthru now generate actionable HR reports to inform service design.
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Scalable operations: All four organizations adopted multi-tier HR Service Delivery models to scale support efficiently.
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Improved experience: Portals tailored to personas and accessible across devices improved engagement for all employees.
Takeaways for HR Leaders
If you're planning to modernize your HR Service Delivery strategy, start by designing the right support model. Technology should serve your operating model - not define it. Here’s a practical roadmap inspired by the most effective transformations:
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Design your HR Service Delivery model intentionally
Start by defining the service tiers, roles, workflows, and escalation points. Decide what should be resolved through self-service, what needs specialist HR input, and how to measure success. -
Centralize inquiries with HR Case Management
Once your model is defined, use case management software to ensure every employee request is captured, tracked, and owned - with SLAs, categories, and visibility baked in. -
Empower employees through a self-service portal and knowledge base
Deflect repetitive questions by making knowledge easily accessible. A well-organized Employee Portal tailored to employee personas enables faster resolution and greater satisfaction. -
Automate, measure, and refine
Use intelligent workflows, SLA tracking, and analytics to improve continuously. Visibility into volumes, patterns, and bottlenecks is essential for service improvement. -
Add AI Copilot when ready
For mature HR operations, conversational AI can deliver instant answers without case creation. Dovetail HR Copilot supports this through intuitive chat integrated into existing channels like Microsoft Teams.
Dovetail is purpose-built for HR Service Delivery. It complements your existing HR systems by providing capabilities they were never designed to deliver - such as tailored case management, employee self-service portals, and advanced HR analytics. It complements your existing HR systems by providing capabilities they were never designed to deliver, such as tailored case management, employee self-service portals, and advanced HR analytics.
Ready to Transform Your HR Service Delivery?
If you're in a high-volume HR environment or aiming to boost employee satisfaction while cutting support costs, Dovetail Software might be your next strategic move.
Request a demo today or explore more Dovetail case studies to see what’s possible.
