The Best HR Case Management Software
Here’s the list of the best HR case management systems I’ll cover in this article.
Our one-on-one guidance will help you find the perfect fit.
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.
What Is HR Case Management Software?
HR case management software are cloud-based SaaS tools that assist HR professionals in resolving employee concerns. Functionality typically works with a submission, review, response, and resolution monitoring framework. These solutions provide a central repository to house all case management related data, create a streamlined workflow for case tracking, and ensure that every employee is treated fairly and equally across the board.
Overviews of the 10 Best HR Case Management Software
Here’s a brief description of the HR case management software solutions that made my top 10 list, plus 5 additional software selections below. For my top 10 choices, I've highlighted each tool’s best use case, and some noteworthy features. I've also included screenshots to give you a snapshot of the user interface too.
Dovetail Software
Provides HR teams with complete caseload visibility
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.
i-Sight
Best for incident avoidance and misconduct prevention
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.
ServiceNow
Best for standardizing employee documentation
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. Employees can also access information from anywhere using their mobile apps for Android and iOS devices as well.
ServiceNow offers customized pricing on request. There is no free trial, but a free demo is available.
HR Acuity
Best for workplace investigations
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.
Workday
Best for ease of use
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.
UltiPro
Best for creating a searchable knowledge base for employees
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.
Workpro
Best for complex policy points and legality
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.
Cherwell HR Case Management
Provides a single, comprehensive case management solution
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.
AllVoices
Employee feedback and case management platform with top level data encryption
Case Manager, by AllVoices, consolidates all your employee feedback in one place, whether it comes digitally through their platform, or through a face-to-face conversation. Their platform uses smart technology to categorize employee feedback into the appropriate level - either low, medium or high - helping your HR department prioritize the issues that need attention first. Your HR team can also tag admin users to ensure the right people are aware of top priority issues at all times.
AllVoices’ mobile app offers two-way in-app messaging, with industry-standard AES-2 encryption to ensure your data is protected. Their tight security settings are even strong enough to protect attorney-client privilege, right within their app.
AllVoices integrates with many popular HR software applications including ADP, BambooHR, Bob, Ceridian, Google Suite, Namely, Okta, Paylocity, Sage, SAP SuccessFactors, Slack, TriNet, UKG, Workday, and Zenefits.
AllVoices offers pricing upon request, as well as a free demo.
Leena AI
Best for conversational AI functionality
Leena AI is an HR case management platform that automatically processes HR-related queries from your employees by using artificial intelligence (AI) to provide quick answers based on information in your knowledge base. Their conversational platform can help your HR team reduce delays, improve their response time, and improve your employee experience by helping your staff get answers quickly.
Their platform includes a central dashboard that summarizes all case management requests in one place, with the ability to drill down into the data however you need. Their software can also summarize ticket trends, categorize them by priority, and track your resolution time and other useful metrics.
Leena AI integrates with ADP, Microsoft Teams, Oracle Fusion, Oracle PeopleSoft, SAP SuccessFactors, Slack, Twilio, WhatsApp, Workday, and others. They also have apps for Android and iOS mobile devices.
They offer custom prizing upon request, as well as a free demo.
Need Expert Help Selecting The Right HR Case Management Software?
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The 10 Best HR Case Management Software Summary
| Tool | Free Option | Price | ||
|---|---|---|---|---|
| 1 | Dovetail Software Provides HR teams with complete caseload visibility | Not available | Pricing upon request | Visit Website |
| 2 | i-Sight Best for incident avoidance and misconduct prevention | Not available | Pricing upon request | Visit Website |
| 3 | ServiceNow Best for standardizing employee documentation | Not available | Price upon request | Visit Website |
| 4 | HR Acuity Best for workplace investigations | Not available | Pricing upon request | Visit Website |
| 5 | Workday Best for ease of use | Free demo available | Pricing upon request | Visit Website |
| 6 |  UltiPro Best for creating a searchable knowledge base for employees | Not available | Pricing upon request | Visit Website |
| 7 |  Workpro Best for complex policy points and legality | Not available | Pricing upon request | Visit Website |
| 8 |  Cherwell HR Case Management Provides a single, comprehensive case management solution | Not available | Pricing upon request | Visit Website |
| 9 |  AllVoices Employee feedback and case management platform with top level data encryption | Free demo available | Pricing upon request | Visit Website |
| 10 |  Leena AI Best for conversational AI functionality | Free demo available | Pricing upon request | Visit Website |
Other Options
Here’s a few more that didn’t make the top list.
- CIPHR
Best for high volumes of employee issues
- UKG People Assist
Best for providing employees with quick answers to queries
- Zoho People
Streamlined employee case management that helps employees reach out to the right person.
- ERTrack
A centralized portal for managing and reporting all employee relations cases.
- Neocase HR
Manages and resolves all employee requests to reduce overall
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How I Selected The Best HR Case Management Software
Let's take a closer look at the process I used to establish this list of the best HR case management software. I began by looking at HR case management software with a high number of positive user ratings. I examined each platform to gain an understanding of their features and what functionality made them different from the rest of the solutions on the market. I chose the best tools for my long list.
Next, I used the evaluation criteria below to see how each platform compared to the others on my list. Using my years of HR experience, I finalized my shortlist by choosing the solutions that I felt were most likely to add the most value for HR professionals.
Selection Criteria
What do I look for when I select the best HR case management platforms? Here’s a summary of my evaluation criteria:
- User Interface (UI): I look for an interface that allows busy HR executives to quickly pinpoint the information they need.
- Usability: I expect the tool to be intuitive, so executives can easily get to grips with all the features and functions.
- Integrations: I look for easy integrations with popular human resources and business applications.
- Value for $: I’m seeking software that offers a real return on investment in terms of improved human resource management.
People Also Ask
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 are the key features of HR case management software?
- Dashboards: an easy-to-use overview that keeps executives focused on the most urgent cases, as well as enabling an employee self-service portal
- Case management tools: features that allow agents to track and manage progress towards case resolution, including escalation
- Knowledge base: a resource that provides information based on employee data, integrated with case management tools
- Personalization: content that’s highly relevant to individuals to increase employee engagement within the organization
- Reporting: insightful and actionable reports that suggest the actions needed to achieve improvements
- SLA management: automated notifications and color-coding to ensure that cases stay on schedule
- Business process management: automating manual case management processes to reduce the executive time spent on each case
- Email management: the ability to easily configure templates for standard email messaging for cases
- Survey analytics: insights into how successful the system is in resolving cases effectively
- Confidential collaboration: the ability to collaborate with other departments to gather information while still respecting employees’ privacy.
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.
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For even more help on choosing the best HR software, check this out: The 10 Best HR Software Companies 2023
Related Read: 10 Performance Management Tools Every HR Pro Should Know