David Greyson

Posts by David Greyson:

David Greyson
February 5, 2015

It’s no mystery, nor is it revolutionary when it comes to the concept of an organization empowering its workforce to answer their own questions in order to offload HR service delivery staff.  Transactional portals have been allowing for the update of personal information, checking and enrolling in benefits, and searching FAQ’s for years.  We’ve even seen significant employee onboarding being moved to the web and intranets, as well as a real push to true organizational cultural immersion and employee engagement via personalized portals.

However, slightly newer to the game has been the offering of Case Management functionality to portals.  Even more cutting edge and something unique to Dovetail’s Employee Engagement Suite is the power of embedding Employee Self Service Case Management and

David Greyson
January 20, 2015

The Evolution of HR Case Management

As I think back 3 to 4 years ago, it’s somewhat shocking how fast the practice of HR Case Management has evolved.  Customers we’ve deployed say they can’t even imagine their days without their extremely handy tool now.   Those running complex HR shared services models, returning detailed HR analytics and always fine tuning their movements take it a step further, claiming they simply don’t see how they could run their HR service delivery practice without one.  Not to sound smug, but we at Dovetail always wondered how HR was doing as well as they were without some serious technological help in this area.  We had been delivering case management technology to customer support centers for so long, witnessing firsthand the

David Greyson
January 14, 2014

Centralize With HR Case Management

As we continue to truck along here at Dovetail by visiting with more and more new clients, patterns have definitely emerged.  Among these patterns is the consistency with which we see various moderations of HR centralization/decentralization.  In this post, we’ll concentrate on three common variations of decentralization and how a case management tool can actually accomplish a high degree of centralization, even if the organizational structure doesn’t best lend itself to doing so.

Typically, the three most often seen variations of decentralization go like this:

1.)    Lightly Decentralized: HR leaders and practitioners are predominately centrally-located at company headquarters with occasional field HR reps and/or work from home HR reps.  This is common in the retail industry.
2.)    Moderately Decentralized: HR leaders and practitioners are predominately centrally-located at company headquarters, but there are also many

David Greyson
November 26, 2013

Time to take a quick look back and reflect on the conferences we attended and/or sponsored in 2013. This year Dovetail found its way to 17 events that were a mix of HR technology, HR Shared Service, HR Service Delivery, Workday Rising, and many nationwide SHRM chapters. In all, we had quite a busy year! Without question, a couple particular and noteworthy themes formed.


The first of which: The very near death of the continued need to evangelize HR Case Management. I think we can finally declare that HR Case Management, especially with regards to HR Shared Service centers has officially outgrown the evangelistic phase. It’s far more prevalent these days that booth visitors have been introduced to the risk mitigating importance of properly tracking employee interactions. They also seem to be aware of the obvious efficiency gains to

David Greyson
November 26, 2012

Recently we’ve been working with a handful of clients that have chosen to, or are at least exploring the option of, migrating legacy HR/employee data from systems they aim for us to replace or significantly enhance. In certain circumstances, these systems are older and quite antiquated.


As we dive deeper into conversations with clients, begin the mapping of data from one system to the next, or simply explore the past reasoning for not taking action, a prevailing theme appears. We think of it as legacy data paralysis: continuing down a knowingly flawed path instead of biting the bullet and taking action to remedy the situation.

As HR continues to move toward a cost driven, efficiency focused model, such as leveraging the advantages of

David Greyson
September 30, 2011

HR Case Management: What’s it all about?

As I talk with prospective clients on a daily basis and we at Dovetail collectively educate the HR world about the powerful benefits of properly tracking interactions through HR Case Management with their employees, I often hear the response, “I don’t think we’re sophisticated or mature enough of a HR organization to handle that.” And I get it.

Nearly everyone I talk to genuinely understands the importance of tracking these interactions, having a detailed audit trail when needing to see where an on-going issue with an employee may have taken a bad turn or discovering where one’s HR workforce is truly spending its time. They too want to know what’s most important to employees on any given week/month/quarter, have the ability to actually enforce various compliance mandates and Service Level Agreements, as well

David Greyson
July 7, 2011

Hey HR, IT doesn’t have to own your technology.


It’s probably only fair that I follow up that statement with another.  Hey HR, IT most likely doesn’t want to own or maintain your technology.


To get started, let’s address some common underlying reasons why HR has been so reliant on IT to acquire, customize, and maintain their applications.


Unfortunately for you HR, you’re rarely a profit center and are all too familiar with battling management to fork over capital budget to organizational departments that don’t correlate in plain sight to increased shareholder earnings.  So after the obvious need for a main HRMS that holds the majority of must-have employee information, procuring additional HR technology can sometimes become more of a reliance on existing applications that IT owns.  For example, I’ve come across a healthy share of HR departments who are

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