Case Management
Rayanne Thorn
February 25, 2016

Do you know what HR Case Management is?

In the customer service sense, case management speaks to tracking interactions with customers, making sure their purchasing and product acquisition experience is the best. If we were to address case management in a healthcare environment, we would see the tracking of the life cycle of a patient, through their interactions with a healthcare provider or healthcare facility/system.

HR Case Management can be viewed similarly, in that reporting and tracking employee interactions with HR allows for a greater understanding of the employee experience with the employer, and vice versa. Data collected using HR Case Management creates opportunity to efficiently handle questions, requests, and problems without losing any information, or letting issues or challenges to be mishandled, mismanaged or not managed at all.


The use of an HR Case Management system

Rayanne Thorn
December 31, 2015

Dietrich Warner, HR Operations Director at Boston University

We were so happy to have Dietrich join us for an HR Tech Conference Presentation with Dwane Lay, our VP of Customer Experience here at Dovetail, AND he also stopped by for a quick chat in our remote intrepidHR studio at the Dovetail booth in the Expo Hall to talk about Employee Happiness vs. Employee Engagement.  Dietrich feels it is a very interesting time to be a part of HR when you consider technology and all the moving parts. A former SAP consultant, Dietrich brings his very necessary understanding of technology to his role as HR Ops Director at Boston U.

“From a core HR perspective,
I’d like to see a move from legacy solutions to cloud-based offerings.”

You Cannot Automate Employee Happiness

This was Dietrich’s

Stephen Lynn
November 20, 2015

Most Important Asset?

It’s a well-known corporate saying that “Employees are our Most Important Asset”. How many of you believe that about your corporate environment? I have previously written about the importance of a vendor’s employees happiness to the success of a company’s relationship with its vendor, but this post, while also about employees, addresses the communication within a company, which ultimately does impact employee happiness, which in turn will affect the job they do on behalf of your organization.

The Effectiveness of Communication

Recently, Davis & Company commissioned the survey of 1,000 employees from large corporations (minimum of 5,000 employees) in the United States to understand the effectiveness of communication on performance management, benefits, and compensation. One of the key findings was that Employees aren’t getting answers to their questions. “When employees have questions, they turn to

Dwane Lay
August 11, 2015

Employee Engagement Suite


The Dovetail Employee Engagement Suite (EES) was designed around a few simple ideas.


Our clients are smart. Our clients deserve to be able to build and modify their own configuration in ways that suit them. Our clients sometimes have better ideas than we do.


To that end, we purposefully built a system that is all about configuration choices.  This leads to my answering a lot of questions with, “It depends.”

Does the system notify you when you get a new case?  It depends.

Do I have to log in to see my alerts? It depends.

Can I have a hug?  It depends.  (OK, that one usually is a yes.  But you get the point.)

Why is “It depends” the answer?  Because the question of “does it” depends on “have you told it to?”  Have

Dwane Lay
November 7, 2014


I’m very fortunate to be in a role that allows me to work with HR departments around the world. I get the chance to see areas in which we, as a practice, thrive or struggle, where we are growing, where we can improve, and the shared struggle of practitioners everywhere to be effective in taking care of our service groups. And there is one common enemy, one shared scourge, one universal pain point with which my brethren wrestle daily. And that long-tendriled beast is known as email. In many ways, it is the bane of our existence.

That doesn’t mean that we should do without. In fact, for anyone serving a 24/7 operation without a 24/7 HR function, email is a critical communication path.

Dwane Lay
August 15, 2014


This week I had the privilege of sitting in as a guest on HR Happy Hour.  (If you are interested, you can listen to the replay here.)   The topic was Heartland HR, specifically trends we have seen in the last few weeks as I spoke at ILSHRM and MOSHRM.  This happened in the same week I was working with teams in six different countries for one client while simultaneously preparing a trip that will take me to two different continents this weekend to work with another client.  In between, I spoke with an HR leader who is building out their HR Shared Services function and trying to figure out how to put an HR case management system in place without causing any heartburn for the team.  It’s a lot of perspectives

Traci Deveau
August 5, 2014

Last week, I had the pleasure of attending the HRSSI Conference in Atlanta. The conference is a Human Resources (HR) Shared Services event for HR Executives and Jim Scully has done a nice job of marketing to that particular audience with content rich in information without the SALES pitch of other HR Shared Services shows.  It is appropriately named the HRSSI Shared Service Institute Executive Retreat. I came away from the HRSSI retreat with a few new friends and some valuable insight on current trends, challenges and what technology solutions are prevalent in HR Shared Services today. Many of the scheduled presenters had solid metrics that they were willing to share and discuss. I left with a burning question though…why are so many of Fortune Top 500 Companies forced to use their  IT Departments CRM

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, 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

Emily Lewis
November 14, 2011

I attended a webinar last Thursday presented by HR Marketer and William Tincup, an expert in HR marketing and technology user adoption. The webinar, You Built It, They Bought It, But Do They Use It?, was designed to help HR technology marketers turn buyers into loyal users and advocates of their solutions. Throughout the presentation, Tincup advises marketers to treat customers the way good HR departments treat employees. At one point, he made the very true statement that many HR tech vendors are relentless when it comes to lead generation and gaining customers, but lose that vigor when it comes to getting their customers to actually use their product.

I think the same could be said for many HR departments: They are relentless when

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