Case Study: Lenovo achieves global HR service efficiency with Dovetail HR Case Management

Lenovo resolves 96% of HR cases at Tier 1 with Dovetail Software

Lenovo, a Fortune Global 500 technology company, faced challenges in its global HR services due to an inefficient case management system. Their previous system lacked critical functionalities like SLA monitoring, robust reporting, the ability to create child cases for escalations, and efficient management of employee case history. To address these issues, Lenovo chose to implement Dovetail Software's HR Case Management system.

The solution from Dovetail Software supported Lenovo's multi-tier HR shared service centers by providing advanced SLA capabilities, case analysis tools, and reporting functionalities. This implementation resulted in significant operational efficiency, allowing a team of 60 support staff to handle an average of 13,000 cases per month. A key measurable result was exceeding their first contact fix target, resolving 96% of cases at the first tier compared to a goal of 92%.

Lenovo