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HR Service Delivery Platform

HR service delivery your team runs without IT

Dovetail Software is HR service delivery software: case management, employee portal and knowledge base in one platform. Ranked #1 by enterprise HR professionals in all six Sapient Insights rankings, and the fastest in the category to pay for itself.

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HR sets it up and HR changes it. Typical go live measured in weeks, not quarters.

Dovetail employee portal home page showing a personalized welcome, HR search, time off balance, payslip and benefits tiles, and the employee's own open and closed HR questions

#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.

9.95/10

Customer support satisfaction

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

Trusted by enterprise HR teams

Swire Coca-Cola Tower Health System Northside Hospital TransUnion Anaplan

Why teams switch

Four things your HR team gets back

Not a feature list. The operational and financial outcomes your business case has to stand on.

HR owns it, not IT

Change a workflow, a field, an SLA or a report yourself, the same day. No IT ticket, no developer, no professional services line item.

HR configures it

Fastest return in the category

G2 measured Dovetail at an 8 month payback period in April 2025, the fastest reported in the category, against an industry average of 14 months.

8 months, G2 April 2025

Employees stop asking

Self service, instant knowledge search and AI assistance absorb routine inquiry volume before it ever reaches a person.

Fewer routine questions reach a person

Built for your HCM

Certified Workday and Dayforce connectors, and an HCM connector framework for everything else, put live worker data inside the case, so nobody tabs between systems.

Certified connectors

Employee relations that holds up

Restricted visibility, structured investigation records and an audit trail where hiding a note changes its visibility, not its presence.

Defensible casework

HR Case Management

Every inquiry tracked, routed and resolved on record

Shared inboxes and spreadsheet trackers do not survive an audit and do not scale past a few hundred employees. Dovetail gives every question an owner, a clock and a paper trail.

  • Email to case with automatic reply threading, so correspondence documents itself
  • SLA clocks and escalation rules that surface risk before it becomes a complaint
  • Full audit timeline on every case, built for GDPR and internal investigation
  • Case history per employee, visible the moment they get in touch

Explore case management

Dovetail HR case management console showing the case queue, employee record and resolution timeline

Employee Portal & Knowledge

Answer the question once. Never answer it again.

Most inbound HR volume is a small set of questions asked repeatedly. Publish the answer once and let employees find it themselves, in the tools they already have open.

  • Instant knowledge search across policies, guides, FAQs and video
  • HR Copilot answers in Microsoft Teams and Slack, where employees already are
  • Case tracking so employees stop chasing HR for a status update
  • Article ratings that tell you which answers are actually working

Explore the employee portal

Dovetail employee portal knowledge search results showing FAQs, job aids and policy articles with ratings

Employee Relations

The cases that end up in front of a lawyer

Grievances, disciplinary matters, investigations and accommodations carry confidentiality and documentation obligations that general HR casework does not. Dovetail handles them as a distinct discipline, not a case type in someone else's ticketing tool.

  • Case level restricted visibility, separate from general HR case management
  • Hiding a note changes its visibility, not its presence in the audit record
  • Structured capture across grievance, disciplinary, investigation and accommodation
  • Outcome and cycle time reporting, so patterns surface before they become risk

Explore employee relations

Dovetail employee relations console showing restricted case documentation and investigation timeline

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
Get my instant assessment

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.

Who has to sign off

Answers for everyone who has to sign off

Security, IT, procurement and finance all have to sign off, and each one asks a different question.

HR Leader

Will this reduce my team's workload, and can I prove it upward?

Capacity metrics, service level reporting and exec dashboards that stand up in a board pack.

See the HR leader view

IT

What am I on the hook to build and maintain?

SSO, standard integration model, no dedicated IT build team, no custom development to go live.

See what IT owns

InfoSec

Where does employee data sit and who can touch it?

SOC 2 Type II, data residency, the permission model, GDPR tooling, and the Trust Center for the documents.

See security and trust

Procurement

What does this cost across three years?

How the subscription is calculated, what drives it up, and what implementation costs.

See how pricing is built

Finance

When does this pay back?

8 month payback per G2, April 2025. The assessment models the recoverable side against your own headcount.

See the payback evidence

We wanted control over HR data, metrics on our activity, a tool to track cases, and a knowledge base so people stopped getting a different answer every time they contacted a different HR representative. Dovetail were not only a better fit for our needs, they created better value.

Mick SchoenbergerVice President, Total Rewards · Tower Health System

See it against your own process

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

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