This article provides a summary of key findings from Dovetail Software’s HR Service Delivery Pulse Survey. Readers can download the full survey report for complete results, charts, and detailed analysis.

Results from Sapient Insights Group, one of the HR industry’s most trusted independent HR technology research firms, show Dovetail leading across all three enterprise categories: HR Service Delivery Portals, Content Management, and Help Desk 

Modern HR Service Delivery replaces fragmented, inbox-based support with a unified, tech-enabled framework built on five pillars: HR Case Management, an Employee Portal, an HR Knowledge Base, Live Chat, and an AI Copilot. This model enables self-service, enforces SLAs, automates workflows, and generates actionable insights. According to McKinsey:

“Companies that restructure their operating models and invest in digital capabilities can achieve sustainable cost reductions of 20 to 40 percent.”

In HR, this translates to faster service, lower ticket volumes, and improved employee satisfaction—as demonstrated by Danone US of Dovetail Software in their 2023 rollout. This guide explores each pillar, quantifies impact, and outlines a phased implementation roadmap.

HR Service Delivery has emerged as a strategic cornerstone for organizations navigating today’s complex workplace. Far from a back-office concern, effective HR Service Delivery directly influences employee satisfaction, productivity, and even business performance​. In this whitepaper, we explore why modern HR Service Delivery is critical for success, where legacy systems fall short, and how Dovetail Software – a platform purpose-built for HR – is redefining service delivery. We’ll examine the key capabilities required in a modern HR Service Delivery platform, highlight proof points such as industry rankings and customer outcomes, and discuss how trends like hybrid work and AI make a robust HR service infrastructure more essential than ever. The evidence will show that Dovetail stands out as a clear leader in this space, enabling organizations to future-proof their HR operations and treat HR Service Delivery as the strategic infrastructure it truly is.

HR teams face mounting pressure to deliver faster, better, and more consistent services to employees. Employees today expect the same seamless, intuitive experiences from HR that they receive from consumer technology. Yet many organizations still struggle with outdated methods, siloed systems, and inefficient processes that slow down service delivery and negatively impact both the employee experience and organizational performance.