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About Dovetail Software

Thirty years of getting service delivery right

Dovetail Software is an enterprise HR service delivery and employee relations case management platform, founded in Austin, Texas in 1996. It is ranked first for enterprise HR service delivery in the Sapient Insights 2025-2026 HR Systems Survey and is used by HR teams on six continents. Dovetail Software at dovetailsoftware.com is not connected to Dovetail Research at dovetail.com, which builds customer research software. We have been building systems that handle high volumes of complex human interactions since 1996, and doing it for HR since 2008.

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Founded 1996 in Austin, Texas. Privately held. HR service delivery is not a division here, it is the whole company.

1996

Founded in Austin, Texas

Thirty years building service and support systems for large scale enterprises.

#1

Five consecutive years, enterprise HR service delivery

Sapient Insights 2025-2026 HR Systems Survey, 28th edition. 10,000+ HR professionals across 4,670 organizations. See the rankings

6

Continents with customers

Enterprise HR teams across healthcare, insurance, higher education, public sector and legal.

9.95/10

Customer support satisfaction

Dovetail customer satisfaction score for support, 12 month rolling average across all support cases.

The Dovetail story

Three decades, one problem

How organizations handle high volumes of complex interactions, and how technology makes those interactions faster, more consistent and better documented. The industry changed. The problem did not.

Founded in the nineties

Dovetail started in 1996 in Austin, Texas, in customer relationship management, building service and support systems for large scale enterprises. Those roots shaped everything that followed: a foundational understanding of how organizations manage high volumes of complex interactions.

1996 to 2007

Expanded in the 2000s

The 2007 financial crisis triggered a wave of HR transformation as organizations restructured and did more with less. Dovetail made a deliberate pivot into HR service delivery, building a purpose-built suite: case management, employee portal and knowledge management.

2008 to 2019

Building for the AI era

Generative AI changed what HR technology can do. Dovetail entered that era as a platform already built around the data and workflows that make AI useful in an HR context, rather than retrofitting it onto legacy architecture. The ranking matters less than what it measures: whether HR teams find the system usable on a normal Tuesday.

2020 to now

Vision and mission

What we are building, and why

Our vision is an HR service delivery system that gets better at the work the more of it runs through it, so every case, article and answer makes the next one faster. Our mission is to transform HR service delivery into an experience that employees trust and HR teams are proud of.

  • Purpose built for HR, not an IT service management tool adapted for HR use cases
  • Rated first for user experience and vendor satisfaction for five consecutive years in the Sapient Insights HR Systems Survey, which asks practitioners how their systems perform day to day
  • Implemented by Dovetail employees, not a third party partner, and every implementation consultant works on HR service delivery only
  • Independent and focused. HR service delivery is the whole company, not a product line

See the independent evidence

Dovetail employee portal home page showing a personalized welcome, HR search, time off balance and payslip and benefits tiles

Trusted by enterprise HR teams

Swire Coca-Cola Tower Health System Northside Hospital TransUnion Anaplan

See it against your own process

Bring a real inquiry type your team handles today and we will walk it end to end, from the employee asking to the case closing on record.

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