Support Suite for HR
Stephen Lynn
July 27, 2011

We had a customer meeting last month and the customer was trying to solve a very basic, but important problem – managing their grievance process. Their current method in tracking an employee’s grievance was a nightmare. Image a system with paper folders, unconnected communications, and sticky notes. They didn’t know who was doing what, what remained to be completed, whether they were completing tasks on-time, and had no easy ability to look at the history of a given grievance or come up with any meaningful statistics on how they were handling grievances.

 

So what do they want?

 

They want to track an employee’s grievance from beginning to end. More specifically they wanted to:

 

Track all interactions no matter the communication channel; Know which HR advisor is responsible for the grievance at any given point in time (the


Stephen Lynn
May 5, 2011

Dovetail Software will be exhibiting at the upcoming IHRIM Conference May 15-18, 2011 in Washington D.C. We will be at Booth #230 at the expo hall. Here’s the link if you want to learn more about the Conference. At the expo we will be showing Dovetail Support Suite for HR, our web-based support software that enhances your existing HRMS to help you interact with employees simply and effectively, improving productivity with fewer resources, lowering your costs. The suite includes a comprehensive, customizable HR Help Desk, integrated Knowledge Management, Self Service and Analytics. Here’s a screen shot of our Console:

 

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Besides learning about how Dovetail can improve your HR Service Delivery, you can register


Stephen Lynn
April 14, 2011

Dovetail Software will be appearing on HRchitect’s HR Technology Happy Hour WebMingle live on Thursday, May 5, 2011 from 2:00 PM – 3:00 PM Central Time. Dovetail Support Suite Product Manager, Russ Resslhuber, and myself will be the featured guests. I think listeners will enjoy our outsiders perspective on the HR industry. We have tons of knowledge and experience in Service & Support, and have some interesting observations to share with the audience.

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We’ll be taking live questions, so if you’d like to dial-in to ask a question, the phone number is (646) 595-2360. Conversely, if you prefer to email in a question for the show, just


Stephen Lynn
April 12, 2011

Frequently, we hear from the CEO that ensuring a positive Customer Experience is one of their most important goals. We read about it on their websites, in letters to their shareholders, and in their policies. Roger Shaeshaft, the CEO of Dairy Queen, wrote to his employees and started the letter with, “As team members, we’re all aware of the importance of superior customer service.” On his company’s website, Charlie Lathrop, the CEO of CompuPay, wrote a Letter from the CEO. I would say half of the letter was devoted to the positive impact superior customer service has had on his business, and how it allowed CompuPay to differentiate themselves against others. Charlie said, “In addition to our superior customer service, we provide flexible payroll solutions for employees.”

 

On many levels this is smart business. It is


Stephen Lynn
November 11, 2010

For years now, Company executives have said that providing superior customer service is critical to their organization and that they were focused on providing just that. But to the people running customer service and the agents responsible for taking care of those customers, they often see this edict as hollow words as customer service is looked at as a cost center, a group asked to do more with less resources.

HR executives might feel the same way. What do the same Company executives say about their employees? That people are the most important asset of the company, and you better treat them right if you want a successful company. Yet, ask that HR executive whether they have enough resources, or the right technology to ensure they are taking care of their employees,


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