10 Best HR Case Management Software To Manage Issues & Risks [2022]

Everyday human resources systems are great for keeping track of records and other basic HR functions. But when more complex individual matters arise, a more specialized solution is required.

HR case management software is designed to fit this need, helping you manage and solve employee issues. These may range from grievances and performance management to legal complications and tribunal involvement. 

In this article, I’ll help you find the best HR case management software for your particular use case. I’ll discuss the best tools available on the market and show you where they excel.  

The Best HR Case Management Software

Here’s the list of the best HR case management systems I’ll cover in this article.

  1. i-Sight logoi-Sight

    Provides the data needed to avoid incidents, prevent misconduct and protect employees

  2. UltiPro logoUltiPro

    Empowers employees to find answers in a personalized, searchable knowledge base

  3. ServiceNow logoServiceNow

    Standardizes the documentation and fulfillment of employee inquiries and requests

  4. Workpro logoWorkpro

    Manages every complexity, policy point, and legality

  5. Dovetail Software logoDovetail Software

    Provides HR teams with complete caseload visibility

  6. UKG People Assist logoUKG People Assist

    Provides employees with quick answers to queries

  7. Cherwell HR Case Management logoCherwell HR Case Management

    Provides a single, comprehensive case management solution

  8. CIPHR HR logoCIPHR HR

    Manages and solves high volumes of employee issues

  9. Workday logoWorkday

    User-friendly case management system

  10. HR Acuity logoHR Acuity

    Facilitates thorough workplace investigations

Comparison Criteria

What do I look for when I select the best HR case management platforms? Here’s a summary of my evaluation criteria:

  1. User Interface (UI): I look for an interface that allows busy HR executives to quickly pinpoint the information they need.
  2. Usability: I expect the tool to be intuitive, so executives can easily get to grips with all the features and functions.
  3. Integrations: I look for easy integrations with popular human resources and business applications.
  4. Value for $: I’m seeking software that offers a real return on investment in terms of improved human resource management.

HR Case Management Solution: Key Features

  1. Dashboards: an easy-to-use overview that keeps executives focused on the most urgent cases
  2. Case management tools: features that allow agents to track and manage progress towards case resolution
  3. Knowledge base: a resource that provides information based on employee data, integrated with case management tools
  4. Personalization: content that’s highly relevant to individuals to increase employee engagement within the organization
  5. Reporting: insightful and actionable reports that suggest the actions needed to achieve improvements
  6. SLA management: automated notifications and color-coding to ensure that cases stay on schedule
  7. Business process management: automating manual case management processes to reduce the executive time spent on each case
  8. Email management: the ability to easily configure templates for standard email messaging for cases
  9. Survey analytics: insights into how successful the system is in resolving cases effectively
  10. Confidential collaboration: the ability to collaborate with other departments to gather information while still respecting employees’ privacy. 

People Managing People is reader-supported. We may earn a commission when you click through links on our site — learn more about how we aim to stay transparent.

Overviews Of The 10 Best HR Case Management Software

Here’s a brief description of the HR case management software solutions to showcase each tool’s best use case, some noteworthy features, and screenshots to give a snapshot of the user interface. 

  • Pricing upon request

i-Sight - Provides the data needed to avoid incidents, prevent misconduct and protect employees

i-Sight helps you focus on the most important issues and cases.

i-Sight is a cloud-based case management solution focused on implementing workflows, analyzing results, spotting trends, and monitoring risks. Features include a support hotline, data encryption, and role-defined access. The software also includes anti-fraud programs, multilingual support, incident management, and multi-location investigations.

This tool helps HR departments investigate fraud, bribery cases, and other matters of concern. It also enforces compliance with anti-corruption and security legislation. Notifications and alerts keep managers on top of compliance issues and help them investigate problems.

The software integrates with any ODBC-compliant database, including SAP, Oracle, and JD Edwards.

i-Sight offers customized pricing on request. There is no free trial.
  • Pricing upon request

UltiPro - Empowers employees to find answers in a personalized, searchable knowledge base

UltiPro Employee Case Management gives a clear overview of employee matters.

UltiPro Employee Case Management helps employees get real-time information and resolve issues that affect them. This tool is part of Ultimate Software’s suite of human capital applications. HR teams can build workflows, automate requests and escalate matters as needed.

The system is designed to offer self-service for improved employee experience. They can find answers to most questions independently, using the built-in knowledge base. This is searchable and personalized to help employees find the exact information they need.

UltiPro Employee Case Management integrates with various HCM and business applications through the Connector Hub interface.

UltiPro offers customized pricing on request. There is no free trial.

  • Pricing upon request

ServiceNow - Standardizes the documentation and fulfillment of employee inquiries and requests

ServiceNow helps you get straight to the point and resolve issues.

ServiceNow Case and Knowledge Management prioritizes and routes employee inquiries through a single workspace. You can create knowledge repository articles based on popular topics or frequently asked questions. Simple dashboards make it easy for managers to understand cases and improve HR service delivery.

The software aims to standardize the documentation and fulfillment of employee inquiries and route requests efficiently. Confidentiality is maintained at all times by securing records effectively. Employees can use the self-service system to find information or report misconduct in the workplace confidentially.

ServiceNow integrates with a range of business systems, including Altiris, Google Maps, Microsoft SMS/SCCM, and Verizon Bonding.

ServiceNow offers customized pricing on request. There is no free trial.

  • Pricing upon request

Workpro - Manages every complexity, policy point, and legality

WorkPro gives clear insights into which cases need attention.

Workpro HR is a case management solution that delivers a consistent, repeatable process for dealing with issues. The system allows you to automate HR processes, track timescales and generate reports. Concerns can be highlighted and dealt with before they become serious problems.

With the help of Workpro HR, managers can keep track of everything that’s important. They can use the Case Portal to get the information they need and manage cases the right way. Senior managers can get reports and insights to help improve employee relations.

WorkPro offers customized pricing on request. There is no free trial.

  • Pricing upon request

Dovetail Software - Provides HR teams with complete caseload visibility

Dovetail Software ensures that cases don’t slip between the cracks.

Dovetail Software HR Case Management aims to modernize how you manage, track and report employee requests. The Home Console provides each HR team member with full visibility into their current workload. Case data is segregated based on the employee profile or case stage. The Knowledge Base allows searches across existing cases, knowledge articles, attachments, and expert content.

Team leaders can easily monitor Service Level Agreements to ensure that each case gets the required attention. Dovetail allows cases to be escalated automatically or manually. HR executives and employees are kept informed with automatic emails and notifications.

Dovetail Software integrates with a range of popular business applications, including Google Sheets, Slack, Gmail, and Intercom.

The company offers customized pricing on request. There is no free trial.

  • Pricing upon request

UKG People Assist - Provides employees with quick answers to queries

UKG People Assist delivers answers to employees quickly and efficiently.

UKG People Assist cuts down the time HR teams spend responding to simple, repetitive questions. Employees can find answers themselves, extracting personalized information from the employee knowledge base. This frees the HR team to deal with more complex requests.

The software tracks and reports on key metrics such as Service Level Agreement performance, requests by category, and time to resolve. Access and visibility can be limited based on the user’s role. Relevant employee files can be accessed in one click within a case for faster resolution.

The application integrates with major business applications through a proprietary interface.

UKG People Assist offers customized pricing on request. There is no free trial.

  • Pricing upon request

Cherwell HR Case Management - Provides a single, comprehensive case management solution

Cherwell reporting helps you see where HR improvements can be made.

Cherwell HR Case Management empowers employees to submit requests and check the status of existing requests. Where necessary, these can be routed to an HR team member using workflow automation. Employees can view the status of their requests through the system portal.

The SaaS software manages the entire life-cycle of employee requests, from the initial query to final closure. All transactions are documented, providing a complete audit trail of employee communications. Key processes can be automated to ensure Service Level Agreement and policy compliance.

The software integrates with various HRIS solutions.

Cherwell HR Case Management offers customized pricing on request. There is no free trial.

  • Pricing upon request

CIPHR HR - Manages and solves high volumes of employee issues

CIPHR HR ensures your data is secured.

CIPHR HR case management software helps you record, manage and track employee cases securely. The configurable software makes it easy to define automated workflows for each case type, store correspondence records, and specify default priorities. The system keeps an accurate record of each case’s history.

Large numbers of employee requests and cases can be handled efficiently for maximum employee satisfaction. Automatic alerts and reminders help HR teams keep cases on track to resolve them in the required timeframe. The system also provides an auditable trail of evidence and a searchable history.

A suite of integrations is available through the CIPHR API.

CIPHR offers customized pricing on request. There is no free trial.

  • Pricing upon request

Workday - User-friendly case management system

Workday helps you see employee cases at a glance.

Workday offers personal, secure case management to give employees answers fast. Personalized knowledge management articles help people get quick replies to common queries. If they can’t find what they need, they can create a case and get individual assistance.

The software is designed to offer a positive user experience, replacing spreadsheets and manual processes. Instead of relying on tickets, it deploys natural language processing to understand employee requirements. And instead of using multiple applications to search for answers, employees can get their information from a single source of truth.

Workday integrates with the apps HR teams use every day, including Microsoft Teams, Microsoft Viva, and Slack.

Workday offers customized pricing on request. There is no free trial.

  • Pricing upon request

HR Acuity - Facilitates thorough workplace investigations

HR Acuity allows you to drill down into employee cases.

HR Acuity goes beyond case management to offer an in-depth employee management solution. It tracks employee relations issues using a standardized process and provides document management through a centralized repository.

The software facilitates workplace investigations management by establishing procedures that improve fact-finding and better outcomes. Dashboards and automatic reports keep managers informed of what’s happening within the organization. Role-specific permissions and other safeguards keep all data secure.

Workday interoperates with various applications, with options ranging from Single Sign-On to full integration.

Workday offers customized pricing on request. There is no free trial.

Need Expert Help Selecting The Right HR Case Management Software?

People Managing People has joined forces with the software comparison platform Crozdesk.com to assist you in finding the best tool for your needs. Crozdesk’s HR Case Management Software advisors can create a personalized shortlist of software solutions with unbiased recommendations to help you identify the solutions that best suit your business’s needs. Through our partnership you get free access to their bespoke software selection advice, removing both time and hassle from the research process.

It only takes a minute to submit your requirements and they will give you a quick call at no cost or commitment. Based on your needs you’ll receive customized software shortlists listing the best-fitting solutions from their team of software advisors (via phone or email). They can even connect you with your selected vendor choices along with community negotiated discounts. To get started, please complete the form below:

The 10 Best HR Case Management Software Summary

Other Options

Here’s a few more that didn’t make the top list.

  1. Neocase HR – Manages and resolves all employee requests to reduce overall operational costs. 
  2. Zoho People – Streamlined employee case management that helps employees reach out to the right person.
  3. ERTrack – A centralized portal for managing and reporting all employee relations cases.

Related List of Tools: 10 Best Integrated Risk Management Software [2022]

What Is HR Case Management?

HR case management (or employee case management) is the process of managing requests and questions from employees or dealing with any employee issues that may arise. Requests may come from existing employees, new hires, managers, and HR partners. 

Nowadays, HR case management is typically handled using tailored HR solutions. These may offer features such as dashboards, service level agreements, collaboration tools, workflow, and automation to help resolve cases. 

What Does HR Case Management Software Do?

HR case management software helps human resources managers resolve complex issues relating to individual employees. These tools assist in the submission, review, and response to specific requests, as well as supporting the resolution of more challenging employee matters. 

A good human resources case management system delivers a consistent, repeatable process that ensures every employee is treated correctly and fairly, no matter how complex the issues involved.

What Do You Think About This List?

Did this article help you find the best HR case management software for your needs? Let us know in the comments below. You may also want to check out our helpful article on the 10 best human resources software for people operations management. 

To get notified of more great content as we publish it, sign up for the People Managing People newsletter. It’s free and packed with valuable human resources content. 

For even more help on choosing the best HR software, check this out: The 10 Best HR Software Companies 2022

Related Read: 10 Performance Management Tools Every HR Pro Should Know