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For HR Operations

The four numbers a VP of HR Operations has to defend

You own the service center. You are accountable for cost to serve, SLA attainment and consistency across regions. Few HR functions have those three numbers to hand in a form they can defend in a budget meeting. That is what HR help desk software is for, once it is measuring rather than just recording.

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Dovetail HR case management reporting dashboard with service level and volume analytics

#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

8 months

Payback period, fastest in the category

G2, reported April 2025. Against an industry average of 14 months. See the announcement

6 of 6

First places in the enterprise segment

Three HR service delivery categories, each scored separately on user experience and on vendor satisfaction. Enterprise, 5,000 or more employees.

What you get to prove

Four numbers that end the argument

Resourcing conversations are won with data. These are the metrics the platform gives you from day one.

Cost per case

Cost to serve by category, tier and region, so you can defend the model or change it.

Cost to serve

SLA attainment

Time to first response and time to resolve against target, by team and case type.

Service levels

First contact resolution

How much your tier 1 actually closes, and what is escalating and why.

Tier efficiency

Deflection

Volume absorbed by self service and knowledge before it ever reaches a person.

Capacity returned

Tiering

Where your volume actually goes

Tiering only works if you can see the demand. Routing rules, knowledge and self service determine what reaches tier 1, and reporting tells you whether the model is holding.

  • Tier 0 deflection through portal and knowledge search
  • Routing by category, region and sensitivity so tier 1 can close first time
  • Escalation that carries context and permissions intact
  • Volume and handle time by tier, so you staff to demand

See HR shared services

Dovetail HR case management reporting dashboard with service level and volume analytics

Build your case

Get a costed case for change in five minutes

Assess your HR and ER operation, surface the cost and operational risk hiding inside it, and leave with a maturity score, a recoverable cost estimate and an editable leadership deck.

  • Maturity score across the core dimensions of HR and ER service delivery
  • Recoverable cost and capacity estimate built from your own answers
  • Executive PDF report and an editable leadership presentation
  • Prioritized improvement roadmap
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About five minutes. Recoverable means HR time you could redeploy, not guaranteed cash, and Dovetail license cost is not included: this measures your current position, not our price.

28/100

Maturity score, banded Reactive

$1.6M

HR time recoverable a year

13.6 FTE

Equivalent capacity

A real result: 25,000 employees, financial services, HR run on shared inboxes and spreadsheets. Recoverable is HR time that could be redeployed, not guaranteed cash. Yours is built entirely from your own answers.

Model it against your own numbers

Book the demo and we will work from your figures rather than ours. Take the 5 minute assessment first if you want those figures in hand before the call.

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