hr case management software
Traci Deveau
February 26, 2015

A Change Would Do You Good


How many times in the last few years (be honest) have you been involved in an HR project to identify something…a process, a model, a technology, a strategy to improve overall performance? How many times has that project been put on hold due to funding, resources, lack of leadership backing, or something else? And how many times has the broken inefficient process just continued? Does it all stem from a poorly supported or drafted business plan? In truth there are a hundred reasons why a project doesn’t come to fruition. But one stands above them all.

A change would do you good, yet your business won’t successfully change or evolve when the PROCESS continues to be

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

Traci Deveau
December 16, 2014

There are potentially hundreds of reasons your company needs an HR Case Management (HCM) or HR Help Desk software solution. I’m going to briefly point out the five most obvious which will likely keep you up nights trying to figure out how you’re going to get this project added to your short-term list of Top HR Initiatives. If you’re currently in an HR Shared Service model, you’re probably ahead of the curve and on your way toward putting in the backbone (technology) or you already have. Otherwise…here’s the down-and-dirty rationale on why you need an HCM technology solution.

You’re being sued

Are you currently facing litigation? If so, you clearly understand the stress of having to gather the supporting information to defend your side of the lawsuit. If the employee was fired for cause for instance, it would be helpful,

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

Traci Deveau
January 13, 2014

RFP Hell

RFP = Request for Proposal

RFI = Request for Information

RFQ = Request for Quote

So you want to create an RFP for your human resources (HR) project huh? Really? Why? I find it funny that so many companies are putting HR projects out for an RFP without a clear goal in mind. I mean, essentially they all have the same goal overall, don’t they…to get the best solution at the lowest possible cost. But, shouldn’t there be a higher objective? Shouldn’t the goal be to determine how each vendor matches up against the unique requirements of your organization? Shouldn’t there be at least one SPECIFIC goal that means something to your company?  What are you REALLY trying to accomplish? Certainly it isn’t

Kane Frisby
December 10, 2013

A key part of any vendor evaluation during an RFP process is to really get to know your potential vendors.  Certain due diligence should be performed against the short listed vendors to ascertain the fit between the vendor and your organisation.  Factors such as: Financial, Technical, Functional, and Cultural fit are all important aspects to consider when performing a vendor evaluation against their products and services.

All four of those areas are just as important on day one of becoming a customer, as they are throughout the lifetime of the product and service.

Just looking at the technical aspect, areas that you should at least cover in due diligence include:

Ease and speed of Implementation

How to configure to meet your needs, today and into the future

How often is the application upgraded, and

Dwane Lay
November 5, 2013

At Dovetail, we are very often asked to consult with clients who are building their HR Shared Services team.  In many cases, this will include an HR helpdesk function and human resources case management software.  This usually includes human resource reporting and human resources analytics, as well as physical and functional setup.  While my focus with the team is usually on the HR reporting side, there are a few lessons we’ve learned when it comes to HR service delivery that apply almost universally.

First, make sure you have the right people on the team.  There is a myth that if your system is built correctly, you can staff your HR help desk team with entry level call center employees, and they need no experience with HR case management software or functionality.  The truth is while our software may make the

Emily Lewis
June 27, 2012

As organizations expand into new markets and the complexity and amount of HR issues increases dramatically, HR Shared Services Center (HR SSC) adoption continues to grow. Organizations are embracing shared services in an effort to cut costs and improve operational efficiency in their HR departments.


HR SSCs provides substantial benefits to organizations such as reducing costs, increasing department efficiency and enabling HR specialists to focus on strategic initiatives rather than administrative tasks. However, if not implemented correctly, lauching an HR SSC can be a costly and time-consuming failure for your organization.


Our latest knowledge article “Five Tenets of a Successful HR Shared Services Center Implementation” outlines five critical but often overlooked areas companies need to focus on to ensure successful launch and ongoing management of an HR Shared Services Center

Emily Lewis
May 25, 2012

Last week, I was interviewing one of our customers who had agreed to do a case study. I was asking him to describe his HR department before implementing Dovetail and explain why they began searching for HR case management software. He described an exercise that he did with his team months before purchasing Dovetail which was the point when he decided that the status quo needed to be changed.

During a brainstorming session with the HR leadership team, one of the warm up activities (he split the team into two groups) was to draw a picture of what they thought they currently looked like as a team. Both teams drew pretty much a mess – trying to handle far too many items at once, fire-fighting, etc. One picture even had a monkey with 10 arms trying

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