The features you need ...
... allows you to manage your complaints, compliments and suggestions more effectively within corporate or legislative timescales.
The system will automatically determine the appropriate response timescale based on the received date and the type of complaint
... helps you to comply with government directives.
Allowing you to not only handle complaints, compliments and comments, but effectively manage contacts from the Ombudsmen, and requests for information made under FOI, EIR or SAR.
... is a multi–channel solution
Allowing customers to register complaints, compliments and suggestions via your main contact channels; web, e-mail, telephone, post and face-to-face.
... provides a range of workflow tools built in
All cases can be effectively managed from initial triage through to contact resolution with ease. Warning prompts can be specified at different stages of the process and allocated staff can contribute information to a complaint with deadline reminders to meet organisational objectives.
... results are visible through web based reporting allowing quick & easy analysis
The reporting dashboard can show an overview of your complaints, compliments and comments, the volumes and resolution.
... allows you to extract data
Data held by the system can be extracted into csv format suitable for importing into tools such as Excel to allow for greater analysis and interpretation.
... provides customers with the opportunity to provide both formal / informal feedback.
CaseTracker can also integrate with the GovMetric satisfaction system if required, thereby allowing a ‘Poor’ rating given online to automatically trigger the formal complaints process
CaseTracker is completely flexible, giving you the freedom to choose which channels, locations and services you want to analyse, and when.
What are customers telling you about their experience?
CaseTracker is a multi-channel solution, allowing you to better manage your formal customer contacts which inform service improvement and improves customer excellence
By understanding issues the customer may come across when accessing services, you can better define the steps required to make the required change to improve the customer journey.
So you have listened, made changes and delivered a better customer experience. But it isn't over. As customer behaviour changes so processes must be continually reviewed to ensure services remain accessible.