We have been tracking our customers’ COVID-19 data for 7 weeks now. Each week the coronavirus-related case data (employee questions, inquiries and requests) and conversations with our customers reveals new trends, insights, and stories that enable us, and HR teams, to understand what is happening as a result of the impact of the coronavirus pandemic on organizations and their employees.

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. 

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.

We cover the following topics in this article:

• What is HR Case Management?
• Dovetail's HR Service Delivery Experience
• HR Case Management
• HR Knowledge Management
• Employee Portal (including AI Chat & Live Chat)
• Reporting & Analytics
• Employee Relations
• Remote Working for HR
• Conclusion

What is HR Case Management?

HR Case Management enables HR to improve the quality of employee services, by using advanced 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.

The Employee Portal (that integrates with 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 to track an employee’s 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.

Discover more about HR Case Management by viewing the following Dovetail HR video.

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.

Watch the Employee Portal video for a greater understanding of how an Employee Self-service Portal can help your organization.

Today we are excited to announce the launch of our new company website and HR Blog. The new Dovetail website is part of a wider initiative that started internally here in September 2018. The focus of the program revolves around three key objectives: