Redesign HR Service Delivery for the Modern Workforce

Modern HR Service Delivery empowers you to unify and elevate your support operations by implementing five key components:

• HR Case Management - Centralizes every inquiry, applies routing rules, and tracks resolution time.

• Employee Portal - A single destination for knowledge, forms, and case tracking - available 24/7.

• HR Knowledge Base - Searchable, curated content that deflects 40–70% of tickets.

• Live Chat - Delivers real-time help and converts chats to cases when needed.

• AI Copilot - Resolves routine questions instantly, escalates with full context when needed.

This framework helps you deflect repetitive questions, enforce SLAs, surface real-time insights, and give employees the consumer-grade experience they expect.

Why You Need a Modern Service Model

• Your employees expect it: 71% want HR, payroll, and benefits tasks to be self-service.

• Your team needs relief: Automated deflection frees up HR for strategic work.

• Your CFO expects results: Organizations report up to 47% lower HR costs post-implementation. Dovetail Software has a payback-period of 8 months. 

• GenAI is no longer optional: 85% of service leaders plan AI pilots this year.

• You need better data: Issue trends, SLA breaches, and knowledge gaps become visible and actionable.
  
  

What Success Looks Like: Danone US

Danone rolled out Dovetail’s HR platform to 2,000 corporate employees:

• 900+ sign-ins in the first month

• 636 self-service cases filed - proving rapid adoption

• Near-100% satisfaction feedback

• Real-time dashboards enabled a culture of continuous improvement

• Branded Employee Portal for maximum employee engagement
  
  

Where to Start — and How to Deliver Results

You don’t need a full-scale transformation on day one. The right place to start is HR Case Management - the backbone of modern service delivery. It centralizes employee inquiries, enforces SLAs, and equips your HR team with the tools and internal knowledge they need to respond quickly and consistently.

From there, you can layer in new capabilities step by step:

• Launch the Employee Portal to give employees 24/7 access to their own knowledge base, forms, and case tracking - all tied directly to the case management system.

• Pilot and refine this self-service model within a single department or region to validate adoption and deflection impact.

• Once content is tested and trusted, activate the AI Copilot to handle routine questions, and add Live Chat to deliver real-time support when needed.

• Throughout, use built-in analytics to monitor performance, spot trends, and optimize continuously.

Each phase is low-risk and high-impact - designed to build confidence, show results, and scale what works.

Start with HR Case Management. Empower HR. Then extend self-service to employees. That’s how you modernize HR Service Delivery - one smart, strategic phase at a time.