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…
Building a HR Shared Service Function with HR Case Management
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…
October 31, 2013
As a Sales Director for Dovetail Software, I work daily with many different companies looking for HR Help Desk Software. Often these are organization conducting an RFP for their HR Shared Service organization. They are generally comparing vendors in order to find the solution that best meets the needs of their organizations. What I keep seeing are situations where our competitors grossly exaggerate their number of clients and most often the functionality of their product/software. So I wonder, is the term “Business Ethics” an oxymoron? Is it now the norm to lie and thus the sole responsibility of the company to properly vet out the vendors that are being dishonest? Being honest and forthright is something we believe in as an organization and my personal brand is important to me so I steer away from that practice. However, I’m…
October 21, 2013
Over the past year or so working with customers as they go through initial implementations of Dovetail’s Employee Engagement Suite (EES) I’ve started to notice a pattern. But before I tell you what it is, let me rewind a little -- Setup for EES is done mostly by “configuration” rather than “customization”. And really, that’s an understatement. The real goal is to do it all by configuration and allow ZERO customization. As we see it, configurations are changes that can be done within the application, by our customers and Dovetailers. But customization is a “code level” change (something done by a developer) that is usually not possible without considerable training and expertise. From a vendor point of view it is MUCH easier for us to support our customers doing configurations than doing customizations. From a customer point of view high…
October 16, 2013
What a year for HR Tech! With over 3900 attendees and 300 exhibitors, this year’s show was the largest in terms of size and attendance. As a booth dweller, it was certainly evident in the exhibit hall. Booth traffic was up from last year, and we spoke with attendees from all over the world with so many different HR roles, experiences and backgrounds. HR technology buying is up with many HR practitioners expressing a desire for cloud-based, totally integrated systems. The good news for us is the demand for HR Case Management systems is also up. As Scott Berg states in his October 2013 Northland Capital Markets Report, “Recent conversations in the HR software space have highlighted more customer interest in HR Case Management software, a nascent market opportunity but a product most enterprise companies will likely leverage over the…