iCasework

Capture, manage and learn from complaints and feedback across your entire network, whatever industry you're in

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Why choose iCasework? 

  • Capture data across all channels including social, email, phone and web
  • Adaptable, easy to use and easy to implement
  • Adhere to industry complaints management regulation
  • Deliver strategic value through data collected
  • Deliver better customer service

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Download our guides and top tips

To help organisations understand how to use case and complaints data to uncover needs, we've created a set of guides which can be found below. If we can help in any way, or if you'd like to see a demo, please get in touch.

How can iCasework help?

Improve customer experience: Centralise your case records in the cloud with our solution that facilitates data capture from all communication channels, including phone, email, web and social media.

Enhanced customer loyalty: Improve the quality of the services with statistical analysis of complaint management data combined with automated reports which provide vital business intelligence to retain loyal customers.

Support Compliance: Meet compliance requirements or voluntary codes of practice for complaint handling.

Get staff up to speed, fast: Manage the caseload and collaborate across your team, define next actions, escalate where appropriate and keep to timelines determined by compliance requirements.

Cloud Security: We take the security of information very seriously. The solution meets the strictest of security standards ISO 9001, ISO 27001 and PCI DSS certifications.

True learning from complaints: Comprehensive and industry-specific root cause classifications supported by alerts to allow you to quickly understand and address underlying causes.

Local Government

iCasework’s complaint management solution for Local Government is designed specifically for feedback case management needs of local government. This covers statutory and corporate complaints, compliments, MP and Councillor enquiries and other feedback. An easy to use, cost effective and intuitive system, iCasework makes it easy to capture, manage and report on complaints, comments and informal feedback regardless or where and how the customer contacts the organisation.

Local government organisations, with their many directorates and departments, need a system that allows them to be consistent and efficient. It has to foster collaboration and give transparency of information across the organisation. It needs to deal with complaints and feedback, not just about the local authority itself, but about all its network of partners, arms-length agencies and other external service providers.

By using iCasework for Local Government, you’ll have the technology and methodology to capture and manage your citizens’ complaints in a unified and consistent manner, regardless of which part of the business the citizen decides to contact. The software will enable you to handle the process efficiently as well as give you a thorough understanding of their issues by allowing you to analyse and track feedback, complaints, enquiries and service requests.

Core functionality

  • Geodata options – cases can be linked, using a map interface, to a specific location – providing a wealth of opportunities for improved management of area-based case loads and better understanding of customer issues.

Financial Services RG 165

The Australian Securities and Investments Commission (ASIC) is Australia’s corporate, markets and financial services regulator. ASIC requires financial services providers to have an effective dispute resolution scheme in place and has published the RG 165 rules guidance document.

RG 165 explains what AFS licensees, unlicensed product issuers, unlicensed secondary sellers, credit licensees, credit representatives, unlicensed carried over instrument lenders (unlicensed COI lenders) and securitisation bodies must do to have a dispute resolution system in place that meets ASIC’s requirements.

iCasework’s solution for RG 165 Licensing: Internal and external dispute resolution

iCasework for Financial Services has been designed to enable Australian financial services providers to meet the requirements set out in RG 165. An easy to use, cost effective and intuitive system, iCasework complaints management software for financial services makes it easy to capture manage, track and report on complaints and feedback regardless of where and how the customer contacts your organisation.

Core functionality

  • Full support for external dispute resolution processes – with the facility to support sharing of case file information with the Australia Financial Complaints Authority (AFCA) if and when a complaint is externally escalated by a consumer.

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Healthcare

iCasework’s complaint management solution for Healthcare, for both public and independent healthcare providers, enables you to get immediate visibility of patients concerns and take action to reduce risk and improve patient care.

An easy to use, powerful solution for recording, tracking and analysing complaints and feedback, iCasework, complaints management solution for healthcare providers, streamlines and automates complaints handling and complaints management, making it easy to capture and manage complaints and comments.

Ensuring patient safety is at the heart of healthcare and listening to and responding to patients, carers and staff enables healthcare providers to identify ways to reduce risk, increase efficiencies and improve the patient care experience.

Core functionality

  • Multi-lingual correspondence templates – giving case handlers the ability to correspond by email or by letter in the customer’s own language
  • Geodata options – cases can be linked, using a map interface, to a specific location – providing a wealth of opportunities for improved management of area-based caseloads and better understanding of customer issues

Education

For organisations or departments who may be required to comply with regulatory guidelines in capturing complaints and feedback, and who need to ensure the security and safety of their communities information, a dedicated complaints management solution is essential.

By using iCasework for Educational Institutions, you’ll have the technology and methodology to capture and manage your students or community complaints in a unified and consistent manner, regardless of which part of the business they decide to contact. The software will enable you to handle the process efficiently as well as give you a thorough understanding of their issues by allowing you to analyse and track feedback, complaints, enquiries and service requests.

We implemented iCasework in 2014 and since then have used it to capture all of our complaints, compliments and suggestions. Having a simple, easy workflow process allows us to meet our organisational requirements and gives us valuable insights with quick and easy reports. Trends can be easily identified and analysis of data has been used to improve our products and services. The iCasework team have worked closely with us to ensure that we stay up-to-date allowing us to continue to meet our regulatory requirements. iCasework has definitely made my job easier.

Carolyn Van Tilburg, Senior IDR Advisor, Teachers Mutual Bank Limited

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