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.