Complaint Management
Streamline and automate your complaint management process with CaseworkerGov
CaseworkerGov for Complaint management provides a complete platform to enable you to replace your existing tracking and complainant management approach with a modern, fast web based solution. With CaseworkerGov you can improve the efficiency of your complaints process with task management, accountability and a single view of all the external and internal interactions that make up a complaint.
Automate complaint recording and capture
Use our web form platform or you own to automatically create complaints from forms filled in on your website. Or use our automated email and message parsing to capture customer details automatically.
- Avoid double keying and data entry
- Reduce administration time and costs
- Improve accuracy with automation
Your process digitised
Use our off the shelf complaint workflows with pre-built tasks and automations, or work with Elected Technologies to map, improve and then digitise your existing processes. Include sign-off and approval steps, automate away the mundane (Autodate the mundane) and free up staff time to focus on actually engaging with a customer’s complaint, not just administering it.
Complaint workflow
Everything in one place
Add context to your complaint tracking, with all your emails, letters, scans and documents in one place. See everything you need alongside your tasks, approvals and progress tracking. One single system for your entire process.
- Log your correspondence automatically as you draft and send it
- Use email and letter templates for specific complaint types
- View your data in the way that works for you and feels familiar: To-do list, action summary or spreadsheet
- Collaborate with colleagues and other teams, with full tracking.
Track progress and ensure accountability
CaseworkerGov’s task assignment and tracking system gives you the confidence to allow service and business areas to own and manage their complaints, or for your complaints team to easily collaborate with colleagues.
- Organisation wide visibility
- Assign tasks and drafts directly to teams and staff to action
- See at a glance where every complaint is within your process
- Automatic reminders and escalations for overdue tasks and past time cases.
Track progress and ensure accountability
CaseworkerGov’s task assignment and tracking system gives you the confidence to allow service and business areas to own and manage their complaints, or for your complaints team to easily collaborate with colleagues.
- Organisation wide visibility
- Assign tasks and drafts directly to teams and staff to action
- See at a glance where every complaint is within your process
- Automatic reminders and escalations for overdue tasks and past time cases.
Report and analyse
Realtime reporting and dashboards provide you with an instant overview of the status of your complaints. Task tracking data helps you manage workloads and identify bottlenecks in your process.
- Report and filter by any aspect of a complaint, including custom fields
- Analyse and report by business areas, teams and more
- Identify trends and deliver business insights
- Report on lessons learned.
