Sometimes called HR Helpdesk, HR Case Management enables HR teams and HR Service Centers to more efficiently manage incoming employee inquiries and questions - improving the operational efficiency of HR Service Delivery, enabling automated workflows, providing better case tracking and reporting capabilities - including personalized dashboards.
The HR Home Console or Dashboard provides the HR team with full visibility on their workload. Case data is segregated based on the HR profile and/ or Case lifecycle stage, ensuring employee data security is fully maintained. HR team members and team leaders can monitor Service Level Agreements, Priorities and Urgency of employee questions and take immediate action.
When an employee contacts HR with a question, the HR team member will either update an existing case or create a new case. The Dovetail Case creation screen will show the HR team member if an existing case exists automatically. The HR team member will also have instant knowledge results, and full visibility of the employee's HCM core data.
Automatic knowledge searching is performed each time a HR team member works a case. There are times, however, when the HR team member is required to perform manual searches. The Dovetail search performs searches across existing cases, knowledge articles, attachments and XpertHR content, providing instance access to a wealth of internal and external knowledge.
Dovetail allows you to monitor, track and resolve cases. During the case lifecycle there will be times when a case will need to be escalated to a senior HR team member or team leader. Dovetail allows for automated escalation workflows, or manual escalation. Relevant HR members and employees are kept informed with emails and notifications that are automatically generated.
Collaboration made easy. Enhance your email interactions with your employees, and log employee phone call interactions on the case. Our fully integrated email client supports images, tables, fonts, bullets, links and more, making your HR team even more productive. Emails are automatically added to cases along with attachment(s). Incoming and outgoing phone calls are also attached to the case - no more lost post-it notes!
Quite often you will be answering the same question more than once. With Templates you have fast access to pre-worded emails and notes, that can not only save HR team members time, but also provide a consistent response to your employees.
One of the key advantages of the Dovetail system is the full audit trail capabilities. Any interaction that happens on a case will be logged to the case timeline. Who did What, When was it done, What was the previous Value and What is the New Value. This level of detail provides your HR team with accurate chronological events that occurred against the case. The timeline may be used to find bottlenecks or to help with employee disputes.
Imagine having 10 HR cases to work on but not knowing which order to solve them? Do you work on the oldest case or the case from the head of finance? Now imagine that across your entire HR Service Delivery team!
Dovetail SLAs applied through workflow to your cases will auto prioritize themselves on the HR Home Console based on your HR team KPIs and metrics. Your HR team members simply work each case from top down to maximum departmental SLA performance.
Click here to read about the top 5 benefits of using SLAs in HR.
One of the top benefits cited by our customers is the ability to automate HR processes. With Dovetail Workflow Automation your HR Service Delivery processes can be configured and automated to save time and better serve your employees.
Simple processes such as automated notification to employees on case create through to complex parallel workflow logic can be configured.
Have instant access to HR data for each employee all on one screen when working a case. This reduces the time to look up key information about your employees from various HR systems across various HR screens. Customers cited on average they were looking across five HR screens in their HCM application to build the same picture. The HR data shown to the HR team members is based on their profile and the employee that is being viewed.
