A single view of all your interactions

See all your emails, SMS, online interactions and more in one single place. View every interaction you’ve had with a customer, constituent or resident in one place and within the context of your workflow.

Ensure consistency

Define workflows based on context, with conditional steps and recommended or required actions, ensuring that all customer interactions are properly actioned and closed

A single place for all your work

No more switching apps, one place to view your status, one place to deal with your emails, assigned tasks, draft approvals and more. Collaborate with your colleagues without having to switch application and context

Reduce Data Entry 

Free up your staff to deliver excellent service rather than spending their time on administering it. Automated data capture and customer and case matching from emails, web forms and other channels means that  staff don’t have to spend time searching for files and entering data.

Increase Staff Productivity

Reduce the number of clicks required to take an action, improve collaboration and let staff focus on the resolving and actioning cases.

Escalate automatically using your SLAs

Use automations to escalate and follow-up automatically when SLAs are breached. By automating escalation of outstanding tasks to managers and team leaders staff have more time to focus on resolving issues, not followingup up their colleagues. Use our powerful automations to send customer follow-up or update emails and trigger escalation workflows with ease.

Standardise with templates

Configure case, email and letter templates, and even use automations to suggest or even send standard responses and replies without user interaction. 100% configurable and 100% easy to use.

At a glance reporting

Easy visual notifications for at a glance identification of the status of a case, who it’s assigned to, the last action, and importantly the next step to be taken. 

Report on workloads

Manage team workloads and monitor activities with ease with complete visibility and reporting for managers.

Gain insights 

Identify trends and themes in your customer, constituent and resident contact in real time. Use our built in reporting views and dashboards, export your data for outside analysis or connect your data to external systems like Qlik or PowerBI.

Head off issues before they happen

Use built in bulk communication tools to engage with your customers, constituents and residents proactively. By identifying issues using your collected data you can head off issues before they happen through proactive engagement and interaction. Case and email templates ensure your staff will always have the correct information and log data correctly. 

Keep People Up to date

Caseworker’s powerful tag and flag system allows you to easily update groups of people who have engaged with you on a particular issues. From planning applications, through legislative amendments to product recalls you can easily communicate with all those involved in, reporting or impacted by an issue.

Intelligence led communications

Use your data to inform your communications strategy. By using automation to quickly log and categorise all of your customer, constituent and resident interactions inside Caseworker or CaseworkerGov you can gain insights to drive your communications and engagements.