About Dovetail

Read more about Dovetail Software and our HR applications that will transform your Employee and HR Experience
Overview
Request Demo

Our Story

With over 20 years of
CRM & HR experience...
Read on >

Our People

The Dovetail culture code
is our key to success
Discover >

Partners

Working with the best
partners around the globe
Learn more >

Careers

Fancy a career with Dovetail?
If you are a rockstar...
Join us >
Dovetail Flair

Why Us?

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

Our Difference

The Dovetail difference
is what sets us apart
Read on >

Our Customers

Learn more about our customers and
why they chose Dovetail
Discover >
Case studies >

Implementation & Support

Hear how we delight our
customers right from the start
Learn more >

Our Innovation

The Dovetail innovation team
is at the forefront of technology
Explore >
dovetail security & privacy
Dovetail Flair

Our Solutions

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

HR Transformation

You're embarking on
your HR Transformation
journey, see how Dovetail..
Read on >

HR Shared Services

Find out more about
our Workday Select
Partner Certification
Learn more >

Employee Relations

Learn how Dovetail helps
you track your employee
relations cases
Find out more >

Workday Customers

Find out more about
our Workday Select
Partner Certification
Learn more >

HRIS

Manage and track
technical questions
from your HR team
Discover >

Clarify Customers

Breathe new life into your
Amdocs Clarify system with
our technology and services
Find out more >

Resources

Discover insights and thought leadership content to help you improve your HR Service Delivery and Employee Relations Management

Case Studies

Discover how our customers
achieved success with
Dovetail HR software
Learn more>

Blog

Stay updated on HR
Shared Services with insights
from the Dovetail community
Join the conversation >

Events & Live Shows

Meet the Dovetail team at
leading industry events
and live shows
Meet us >
Dovetail Flair
4 min read

Coronavirus: HR Case Management Analysis & Insight for HR Teams - Update #1

Mar 31, 2020 5:06:16 PM

COVID-19_Outbreak_World_Map_per_Capita

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. 

At Dovetail we have continued to monitor events closely, determining how the pandemic is impacting our customers, their HR teams, and their workforce. As a result, we know our customers have experienced a sharp rise in coronavirus-related questions, from employees, managers, and HR business partners flooding into HR. 

We wanted to share with you insights that we generated from analysis of Dovetail customer case data, over a four week period from the 2nd March to 29th March, which we carried out in order to gain an understanding of how the outbreak of the coronavirus pandemic is affecting HR teams and their employees. 

Chart 1 shows the sharp increase in daily coronavirus-related case volume for the period and is a visual representation of additional workload HR are facing. 

Chart 1 - Accumulated Number of Coronavirus-related HR Cases Dovetail CustomersChart 1: Accumulated Number of Coronavirus-related Cases from the 2nd - 29th March

Next we will look at the weekly statistics of new cases recorded each week and group by origin. In Dovetail we automatically record these four channels - Live Chat, Employee Portal, Email, and Phone.

Chart 2 - Coronavirus-related HR Cases by Communications Channel Dovetail CustomersChart 2 - Coronavirus-related HR Cases by Channel

What can be seen here is that in week 1, the majority of employees who had a coronavirus-related question were emailing into HR, with zero chat conversations, with phone calls and Employee Portal activity present too.

Starting in week 2, we now see more employees going to the Employee Portal, having conversations with HR over Live Chat, and less questions are being generated over email.

In week 3, we start to see an even larger shift to Live Chat and the Employee Portal usage. This ties in with what one would expect (and what our customers have told us). The influx of cases was a new type of issue in the past two weeks, and therefore takes HR a week or two before there is a known ongoing impact to their team. HR reacts by publishing more content on the Employee Portal, such as adding dedicated content, FAQ’s and help for employees. HR were also announcing to their workforce via the Employee Portal and Broadcasts over email to head off questions. We also connect this with a COVID-19 Guide book we published for Dovetail customers at the end of week 2, that provided 18 suggestions a customer could use to help alleviate the growing number of COVID-19 related-questions coming into HR

By week 4, we now see the Employee Portal usage growing along with more case deflection via portal content. The Email and Phone channels are now aligned, as employees have started to understand the route to advice and guidance from their HR teams, along with external help from government and international health agencies.

Finally, in Chart 3 we look at the case volume over the 4 weeks and can see that the volume increases and then peaks at the end of week 3, when it starts to dip into week 4.

Chart 3 - Coronavirus-related HR Case Volume by Week 2nd March-29th March 2020 Dovetail CustomersChart 3 - Coronavirus Case Volume by Week

This is consistent with our research among our customers and what we discussed in Chart 2 - where the HR teams have managed to deflect more cases by utilizing the Employee Portal and outbound employee Broadcasts within Dovetail.

Conclusion

March has been dominated by the global coronavirus pandemic spreading throughout the world and taking hold in the United States, Western Europe and the rest of the world. Dovetail’s customer research shows how employees are using Dovetail’s communication channels, including Live Chat and Employee Portal, to contact HR with their coronavirus-related questions, inquiries and requests. What we have discovered is that by enabling employees to communicate with them via these channels, HR have a platform for deflecting calls, taking the pressure off their teams, while continuing to meet the expectations of their employees.  

Please subscribe below for weekly updates.

Click here to read COVID-19 HR Weekly Update #2

Click to Learn more about Emergency response management tools for HR

Contact Us

Kelly Frisby and Kane Frisby
Written by Kelly Frisby and Kane Frisby

Kelly Frisby, Marketing
Kane Frisby, Chief Operating Officer

Post a Comment