Moving from email support in a shared mailbox to a proper case management system has helped us in becoming more structured and can respond to our employee queries fast. Review collected by and hosted on G2.com.

Dovetail allowed us to track HR work and measure performance. Dovetail also was instrumental in the creation of our employee portal for service delivery. Review collected by and hosted on G2.com.

They really are customer focused and always trying to improve. I appreciate how they are always trying to make things better. Review collected by and hosted on G2.com.

Managing Employee Relations cases for a large organization. Keeping all data in one place. Review collected by and hosted on G2.com.

Adding Flexfields, the support and guidance is amazing, they always offer to assist in case I am stuck. The knowledge they have shared with me has been is above and beyond. Review collected by and hosted on G2.com.

Most recently, I have been working with Blake and Kane to stand up the Spanish version of our portal, and language settings were proving to be very complicated. There was a lot of confusion and questions at the beginning of the journey, but Blake and Kane helped walk me through multiple scenarios to find the best solution for our company. One of the benefits I realized during this time is that the Dovetail releases are spot on when working towards a more user-friendly platform for both employees and agents. I also love that Dovetail is continuously open to suggestions, and you get to see those suggestions implemented!

After reading the question again, I’m realizing I may have answered incorrectly so Ill provide another answer. Dovetail Agent is solving our company’s previous issue of inefficiently managing HR questions and requests and Dovetail Portal is solving for an extreme lack of HR information available to our employees due to an overwhelmed and outdated intranet.

Dovetail agent has provided ONE place where employees can go to find answers to any HR related question. Previously, employees were in the habit of tracking down their certain “go-to” people in HR or contacting program owners directly for forms, simple questions etc. Now, we have a Tier 1 support team that answers or provides resources for all simple HR related questions and escalates cases to the correct program owners as needed.

Dovetail Portal has created ONE location where employees can go to find any HR related content that they know is the most current and accurate information. This Tier 0 resources has decreased ticket numbers for our Tier 1 support team by provding self-service options to our employees where they can answer their simple questions or find resources on their own.

These two Dovetail support systems have helped our team collect data on most frequent tickets which leads to new content being created, has enabled and informed our employees, has provided a standardized system for dealing with requests and has helped define the roles or HR team members who had previously had little visibility to all of the work they were responsible for. Review collected by and hosted on G2.com.

We were able to keep track of the queries from employees and resolve them efficiently using SLAs. We are excited about implementing the Portal to enhance our employee experience. Review collected by and hosted on G2.com.

Clarify CRM software/database issues. They found a great way around Oracle Support issue, and also DB tuning that helped greatly in client performance (data loading) Review collected by and hosted on G2.com.

Managing Inbound employee queries has now become easier; we don't need to rely on manual processes, and this has benefited the employee to a reasonable extent. Review collected by and hosted on G2.com.

One tip I have is not to be too vague or too specific with your Case Types! You can end up with too many or too little. Think a lot about organizing your case types before adding them to Dovetail. Review collected by and hosted on G2.com.

We are solving the problem of not being able to prove why we need the resources we need on our Customer Service team. We can now report how many cases were handled by which employees. This often shows that our company has a ton of questions, and we need a solid team of people to answer those. The reporting also gives us an idea of what types of questions or constantly being asked, and how we can get ahead of it so that people know the answer and no longer have the need to ask. Review collected by and hosted on G2.com.