Launch of On-Demand Enterprise Complaints Management System - UsefulFeedback!

LONDON, Jan. 18, 2011 /PRNewswire/ -- iCasework, the case management system providers, has launched UsefulFeedback!, http://www.usefulfeedback.com the on-demand Complaints Management system designed to help organisations when dealing with customer complaints. 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 and providing clear root cause analysis across the business.

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 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 for complaints management.

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 and root cause analysis 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 that can provide root cause analysis 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 complaints management needs of the sector when dealing with customer complaints."

When dealing with customer complaints, 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 complaints management 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 clear root cause analysis 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 complaints management software that has enabled us to improve the way we are dealing with customer 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."

For more information on UsefulFeedback! complaints management software please visit www.usefulfeedback.com or to access the industry specific free trials please visit www.usefulfeedback.com/trial.html.

About iCasework Ltd

iCasework Ltd is a UK based organisation that has been implementing case management systems since 1998. Our experience is gained from developing case management solutions for both private and public sector clients across a variety of countries and industry sectors. Our dedicated focus on this technology has enabled us to develop solutions that are specific to your industry needs and business challenges, with a particular focus on adhering to specific regulations and compliance requirements.

About UsefulFeedback!

UsefulFeedback! is a complaints management software suite within the wider iCasework product portfolio and is the on-line solution for dealing with customer complaints and informal feedback as well as providing clear root cause analysis. Available as an on-demand (SaaS) or on-site solution, UsefulFeedback! has a wide-range of industry specific templates that are built around each sector's commercial and regulatory needs and enables organisations of any size, in any geography to manage and report on complaints, compliments, suggestions and queries across the entire business network. The result is improved service levels, efficient processes and an enhanced customer experience.

SOURCE iCasework