What is HR Case Management Software?

HR case management software helps organizations manage employee relations through a ticketed system allowing them to solve employee problems quickly. It is best for questions, concerns, issues, incident reporting, and gathering suggestions to improve business processes. All in all, it's the cornerstone of HR service delivery. One of its key functions is mitigating risk. Documenting incidents and leaving a clear audit trail helps protect companies from legal costs and fines for non-compliance. It helps in gathering data to create actionable insights by highlighting trends, pointing to potential problem areas, overseeing workflows, documenting and handling incidents, and thereby improving the employee experience.

What are the Common Features of HR Case Management Software?

Listed below are the core features of HR case management that help users file cases, access information, and create a smooth HR workflow: Dashboard: At the center of everything is a comprehensive dashboard that allows users to see what needs to get done. It must be easy to configure based on the role or task. Case management: At the center of all operations is the ability to create, send, manage, work on, and resolve HR cases. It automates the HR case management process and saves time. From onboarding to offboarding, it addresses the entire employee lifecycle by handling different case types. Like help desk software, most solutions use a ticketing system to easily track and record employee requests and suggestions. This helps establish HR case management best practices. Here are the key case management functions to examine: Case portal: As a central hub for the entire service center, the portal allows users to either see, manage, or work on cases. It’s the most important of all case management tools. Permissions are often role based, allowing employees the ability to simply see which HR workers have administrative access. Service level agreement (SLA) management: Many departments have an SLA that lays out a deadline for resolving worker issues. An SLA manager allows users to track SLAs either on an individual basis or for the department on the whole. It’s essential to HR service management. Incident management: When issues arise, it’s important to gather every detail and get the proper documentation. Organizations must be protected from liabilities, and incident management makes this possible. Having a secure system to report misconduct in the workplace is essential. Audit trail: When managing important cases, especially those that relate to harassment, accidents, compliance issues, or even potential legal cases, it’s essential to know who was involved. By recording the actions of every user, it’s easy to track down everyone involved and make adjustments as needed. This is especially important when trying to maintain compliance. Knowledge base: A knowledge base allows users to look up information rather than spending hours answering commonly asked questions. By ensuring it’s up to date, searchable, and well organized, users can help themselves when it comes to questions about HR policy. When everyone’s involved, HR initiatives thrive. Email management: Administrators may be required to handle a huge caseload. Creating email templates is especially helpful for dealing with the same types of situations day in and day out. HR admins can use preset templates to communicate and resolve issues without leaving the program. Collaboration: HR can route requests to other departments or tag them on cases that require collaboration. Questions about payroll can go to accounting, while help desk requests get sent to IT. Notifications make it possible to make deadlines. Security: Features such as data encryption, role-based permission and access to certain controls or information, and anti-fraud measures help the organization keep cyber risks to a minimum.

What are the Benefits of HR Case Management Software?

Resolves employee issues: Fixing or even identifying complicated issues may make employees hesitant to come forward, especially if the process is difficult. HR case management software helps handle conflicts before they escalate, increasing employee retention. Standardized case management makes it easier to get the support necessary in the office. Promotes better self service: It’s easy to overwhelm admin workers with the same questions. WIth proper knowledge management, users can search for commonly asked questions on the knowledge base, resolving small issues without taking up someone else’s time and resources. Or, in a case where an issue is quick to resolve, the standardization of case management streamlines HR processes. Highlights workplace challenges: By tracking and logging information, it’s easy to generate reports and see where employees are getting caught up. Is there a particular piece of your tech stack that isn’t working well? Do employees consistently misunderstand the rules surrounding benefits or company policy? It’s easier to see these trends when it’s all laid out comprehensively. This allows team members to step up and innovate. Rapid escalation: When serious issues arise, they can’t slip through the cracks. By giving users the ability to tag high alert issues, they can be plucked from the workflow and given the proper prioritization. Improves HR efficiency: Above all, HR case management helps the department handle smaller issues quickly, allowing them to dedicate more time to problems that require abstract thinking and optimizing the workplace.

HR Case Management Software with Employee Relations Capabilities

HR Acuity

As the only purpose-built, AI-powered software for HR case management and workplace investigations, HR Acuity is trusted by hundreds of the world’s leading organizations including Workday, Weill Cornell Medical, Bloomberg and Lyft. Combining decades of employee relations expertise with defensible AI and advanced analytics, it provides a centralized, secure platform where teams can conduct consistent, compliant investigations, surface trends and risks with visual dashboards, enable always-on employee reporting — named or anonymous — across multiple channels and give managers the tools and guidance to respond to issues more confidently than ever before.

Average Rating: 4.6/5.0

Total Reviews: 186

How Do G2 Users Rate HR Acuity?

Ease of Admin: 8.9/10 (Category avg: 9.0/10)
Has the product been a good partner in doing business?: 9.2/10 (Category avg: 9.0/10)
Ease of Setup: 8.6/10 (Category avg: 8.9/10)
Ease of Use: 8.8/10 (Category avg: 9.0/10)

Who Is the Company Behind HR Acuity?

Seller: HR Acuity
Company Website:
Year Founded: 2006
HQ Location: Florham Park, NJ
Twitter: @hracuity
2,222 Twitter followers
LinkedIn® Page: www.linkedin.com
192 employees on LinkedIn®

Who Uses This Product?

Top Industries: Information Technology and Services, Consumer Services
Company Size: 71% Large, 14% Small

What Do G2 Reviewers Say About HR Acuity?

AI-generated summary from verified user reviews

Pros

Users find HR Acuity to be easy to use and intuitive, enhancing their operational effectiveness and support capabilities.
Users value the innovative Employee Relations platform of HR Acuity, enabling meaningful insights and strategic focus.
Users find the data analytics capabilities of HR Acuity transformative, enhancing operational effectiveness and case management.
Users value the exceptional support and intuitive design of HR Acuity, enhancing case management and operational efficiency.
Users value the effective HR analytics of HR Acuity, enhancing data-driven decision-making and streamlined case management.

Cons

Users find data management issues in HR Acuity, particularly with the clunky investigation section and time-consuming data entry.
Users note the need for improvements in global privacy compliance and dashboard functionality for better usability.
Users find the inadequate reporting capabilities of HR Acuity frustrating, hindering effective data extraction and analysis.
Users express a need for missing features like improved privacy compliance and better dashboard functionality for closed cases.
Users note the limited features of HR Acuity, particularly in automation and UI modernity hindering user experience.

What Are Recent G2 Reviews of HR Acuity?

"Streamlined HR Processes, Needs Slight Tuning"

Rating: 4.5/5.0 stars

— D W.

Product	Best for	User Review
ServiceNow HR Service Delivery 4.3/5(402)	COE-segmented HR case routing and self-service	"Simplifies HR Workflows and Employee Requests"
HR Acuity 4.6/5(187)	ER case documentation with defensible investigation workflows	"Easy Case Tracking and Metrics That Keep Investigations on Track"
FaceUp 4.8/5(175)	Anonymous whistleblowing with audit-ready case tracking	"Easy to set up and people actually use it"
EasyLlama 4.8/5(456)	Compliance-gap tracking with automated training workflows	"Interactive, Well-Segmented Training with Helpful Replays and Engaging HIPAA Happy Hours"
AllVoices 4.5/5(95)	Anonymous ER case tracking with AI-assisted investigations	"Effortless Case Management with AllVoices"
Applaud 4.8/5(59)	AI-powered HR case resolution with legacy-system overlay	"AI That Understands Employee Intent and Streamlines HR Support"
Case IQ 4.5/5(118)	Centralized ER case tracking with audit-ready workflows	"Case IQ in human rights office a game changer for the University"
Dovetail HR 4.5/5(40)	IT-free HR case management and self-service	"Effortless HR Management, Stellar Support"
Ethena 4.6/5(126)	Compliance training with anonymous employee reporting	"People Operations Partner"
Infor HR Service Delivery 4.2/5(18)	HR case tracking with knowledge-base self-service	"Infor HR Service Delivery has helped us to help our employees."

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