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20 min read

Your Guide to HR Case Management

By Kelly Frisby and Kane Frisby on Jan 29, 2020 7:02:25 PM

Are you contemplating launching an HR Case Management system, or just want to know more about HR Case Management software? If so, this is the blog post for you. I’ll be explaining what an HR Case Management system is, and how it fits within Dovetail’s HR Service Delivery Experience to provide HR with a solution that improves the employee’s and HR’s experience of consuming and managing HR services. We’ll also see how leading research consultancies, market analysts and thought leaders are defining the market and key concepts, such as the Employee Experience (EX).

We cover the following topics in this article:

What is HR Case Management?

HR Case Management software is an HR Service Delivery application that enables HR to improve the quality of the services they deliver to their employees. It does this by helping HR capture, track and resolve employee related HR/Payroll issues, questions and requests into HR, across all communication channels, including email, self service, phone, and Live Chat. The word “Case” is the name of the record used in the HR Case Management system to track an employees’ 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.

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5 min read

What is HR Service Delivery (and top 5 benefits - 2020 Update)?

By Kane Frisby on Oct 7, 2019 3:27:35 PM

Diagram 1 - Dovetail Multi-Tiered HR Service Delivery Operating Model

HR Service Delivery is the HR function responsible for providing employees and line managers with a wide range of services, including (among many others) payroll processing, employee benefits and onboarding. 

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