New report reveals the consequences of 'fragmented' HR services at work
Employers are falling behind in delivering timely HR-related support as employees' calls for help go unanswered due to fragmented HR services, underscoring the need for clear and trustworthy HR channels at work.
More than three in four (79%) employees seek HR help at least once a month, with an average of 3.6 HR needs per person, per month, according to a new report from HR service provider Applaud.
This is equivalent to up to around 86,500 HR-related needs per year in a 2,000-person organisation, and more than two million in a 50,000-person enterprise.
But the report found that many of these queries are "invisible" to HR systems, as only 26% of employees said they go to an HR system, portal, or digital tool first when they need help.
Just 24% of employees also said they email, phone or message HR when they need help, while only 17% speak to HR in person.
According to the report, 15% of employees just use knowledge resources or FAQs when they have questions, while 17% ask a colleague or their manager.
"Despite the vast volume of HR demand, most organisations only see the tip of the iceberg, the cases that formally enter their ticketing systems," the report read.
"The majority of effort, confusion, and rework occurs silently in the background: repeated questions, managers improvising answers, employees digging through outdated documents or chasing HR for help."
'Fragmentation' of HR services
Amid many queries, the report found that just six per cent of employees receive help instantly via AI or chat, and another 36% wait at least a full day.
Nearly one in four (22%) employees, on the other hand, said they often wait several days or a week or more.
The problem lies in the "fragmentation" of HR services, where employees are left to navigate a maze of tools when they need HR help, according to the report.
"This fragmentation leads to slow service, inconsistent experiences, and repeated effort for both employees and HR," the report read.
Additionally, the financial cost of navigating fragmented HR tools is also massive, according to the findings.
"Using survey data and industry benchmarks, a typical 1,000-employee organisation loses around 12,800 hours per year to routine HR queries, equivalent to $385,000 / £300,000 in productivity," the report read.
Making HR services work
These findings indicate the need for a "clear, fast, trustworthy support" across every channel, according to Applaud CEO Ivan Harding.
"The organisations that win in 2026 will make service feel joined-up, with governed knowledge and AI that can both answer and act," Harding said in a statement.
According to the report, employees should be able to start any HR request in the tools they already use, such as web, chat, mobile, email, or collaboration platforms, and receive the same high-quality support.
It also recommended the introduction of agentic AI tools that respond with accurate information and complete tasks, update details, trigger workflows, or start a case, all under clear controls.
"Leading organisations are moving toward employee-first service delivery, experiences built around how employees actually work, not how systems were historically structured," the report read.
