87% deflected
63,000+ employees across 30 manufacturing sites. Tier 0 self service and AI chatbot deflect 87% of cases before a person is involved. 60 tier 1 staff across four geographic service centres handle 13,000 cases a month, beating a 92% first contact fix target at 96%. Only 4% escalate.
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265,000 cases
19,000 employees across 7 hospitals. 122,000 employee inquiries arrived by email. The roll-out across all hospitals was completed in 6 weeks. HR services now delivered 24/7.
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25% faster response
2,100 employees. The MyHR employee portal carries 450 knowledge articles and resolves 70 to 80% of all inquiries at tier 0 and tier 1. 15 to 20% escalate to tier 2 and 5 to 10% reach the three ER advisers at tier 3. Automation saved the workload of 2 FTE.
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Quoted 8 to 10 weeks and expecting 6 to 8 months based on a previous system that was quoted at 14 weeks and took over a year, the team went live in around 6 weeks. Described as one of the easiest system implementations the HR lead had been part of.
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500 cases/day peak
30,000 employees and 4,100 providers. Workflow automation lets the team absorb 400 to 500 cases a day through open enrolment without the backlog of previous years, and reporting can now be run on specific keywords and phrases.
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Employee Relations
Adopted Dovetail ER Case Management in 2022. Correspondence now threads automatically onto the case record instead of being printed to PDF and uploaded by hand, improving documentation, tracking and collaboration.
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Implemented Dovetail HR Service Delivery and received nearly 100% positive feedback. Gains came in employee communication, streamlined processes and better HR data analytics.
Improved HR service delivery with Dovetail Case Management and the Employee Portal, lifting efficiency and data-driven decision making at a moment when the workforce moved remote.
