Launch of On-demand Enterprise Complaints Management System – Usefulfeedback!

17 November 2010

UsefulFeedback!, the on-demand Complaints Management system, is launched today by iCasework with a wide range of industry specific templates that enable multi-channel capture, management and analysis of complaints and informal feedback

iCasework, the case management system providers, today launches UsefulFeedback!,, the on-demand Complaints Management system. The system is launched with a wide range of pre-configured industry-specific versions, available for both public and private sector organisations.

UsefulFeedback! is an on-line solution that manages the receipt, allocation and suitable response for complaints and informal feedback received across the business. The software is designed to automate this interaction and engagement process across all enterprise channels including frontline employees, the customer service team and the wider business network of external service providers, distributors and suppliers, as well as monitoring and managing comments and complaints on social media sites.

Hans Grefte, Product Development Director at iCasework, comments “UsefulFeedback! is deployed as an on-demand, web-accessible solution, which brings with it the low costs and low risks that cannot be delivered in a standard on-premise deployment. By making our system available on-demand, we are able to provide all the functionality, scalability and security required of an enterprise-level system, yet without the usual high costs or the need for technical specialist knowledge or skills and, unlike similar systems, minus any upfront licence fees. All that is required of the customer is web access and they can have their own complaints management system up and running immediately.”

Central to the success of UsefulFeedback! is the wide range of industry-specific templates that have been developed to help businesses be compliant with their sector’s particular regulations, legislation and commercial needs. Currently there are more than 45 different industry templates available on-demand.

Grefte continues, “We recognise the differences inherent in various industries, both in terms of the nature and quantity of their complaints, but also in terms of their compliance needs. Many sectors are stringently regulated by industry legislation and evidence of compliance is strictly required for fear of heavy penalties and fines. As a result we have developed, based upon 12 years of heavy involvement in the complaints management sector, a series of on-demand tailored solutions for industries as varied as local government, retail, financial services, utilities, telecoms, manufacturing and housing as well as recently regulated sectors such as legal services and care homes, with each solution reflecting the precise individual needs of the sector.”

UsefulFeedback! is able to cater for the diverse workflows required across different departments within an organisation, even external service providers, and enables each area to capture and resolve issues at the first point of contact, or alternatively assign the complaint to the appropriate team or individual for processing and management. The software also monitors social media interaction, enabling the user to assess, analyse and respond appropriately to comments posted on social media sites. As the complaint information is stored centrally, UsefulFeedback!’s automated reporting, which is supported by threshold alerts that highlight areas of concern, can provide management with consistent and accurate data delivering a clear view of root causes and common issues across departments, external service providers and the entire organisation.

Ann Ho, Customer Feedback Manager from Liverpool City Council concludes “iCasework has been great for Liverpool City Council, it’s a powerful piece of software that has enabled us to improve the way we manage complaints across the organisation. Now anyone from the frontline to the back office is able to quickly and easily manage concerns, with the information also feeding the organisational learning process. It’s certainly made our life easier.”

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