Correspondence Management and Automation

Correspondence management and automation makes for easier processing while freeing case handlers from time-consuming low value tasks, letting them get on with what's important.

Effective Correspondence

Correspondence between case handlers and customers is an integral aspect of case management operations. However, correspondence can also represent one of the most time-intensive activities for your personnel.

A deluge of regulations - backed up by stiff fines - require that enterprises take exceedingly special care in terms of the type of communications sent, their content, delivery timetable, security parameters and all associated recordkeeping.

Civica Complaints Management’s correspondence features are aligned with modern regulatory requirements, as well as empowering organisations to effectively meet SLA obligations.


Civica Complaints Management utilises a centralised content management portal to ensure all content is relevant, up-to-date and compliant - this is a unifying element from which all relevant content is associated.

The system automatically associates all content with each, including:

  • Documents, emails, chat-histories, images, audio & video files
  • Sent internally or externally by the organisation, customer, ombudsman and other stake-holders
  • All actions taken by a Civica Complaints Management user; or customer using self-service portal.

Civica Complaints Management provides an integrated messaging system which allows emails and content to be automatically assigned to their relevant case, and the appropriate caseworker is notified of updates. In addition, new cases can be created directly from incoming emails and even forwarded directly to a team.

Workflow Communications

Messaging functionality is a significant aspect of a caseworker’s daily activities, so we integrated our correspondence features directly within the case management workflow. Frontline staff are guided through the case management workflow via helpful “What’s next” and “What’s done” panels which include correspondence actions, such as generating a new response and viewing previous responses.

Clients are given the opportunity to configure Civica Complaints Management to ensure that it fully aligns with business requirements. Part of the workflow configuration stage involves specifying how approval processes can be integrated into the flow of correspondence within Civica Complaints Management. Correspondence may require approval before transmission, or financial redress awards etc.

Post-decision, the workflow can continue if the customer does not agree with the complaint decision. In these instances, customers can use a self-service portal to request the escalation of their issue. The escalation stage has its own configurable workflow based on how you want to process escalation requests. Examples include the automatic assignation of the case to a specialised complaints office, assignation to a legal team or transferring the case to an external adjudicator or ombudsman.

Customised Correspondence

Creating correspondence for customer complaints is typically a time-consuming process. The level of detail required to address case-specific queries, coupled with research efforts and ensuring content accuracy, can become a bottleneck for any enterprise. In addition, customer correspondence is time-sensitive — whether fulfilling an SLA condition or complying with GDPR regulations, the need to provide timely information that is free of error often requires significant resources and training.

Civica Complaints Management seeks to balance accuracy and timeliness using tools that enable your enterprise to quickly provide meaningful customised correspondence. We do this via the use of correspondence templates and paragraphs.

  • Correspondence templates - customised frameworks that enable your organisation to fully configure how your caseworkers can engage with customers. Templates can be automatically generated as part of a standard workflow event or they can be made available to case handlers as an ad-hoc option.
  • Paragraphs - Powerful text elements that enable your organisation to automate many aspects of correspondence in terms of both commonly-used text and conditional text. Paragraphs can be auto-entered based on case classification or formulas, and can also be included directly via ad-hoc input into templates.


The protection of sensitive customer data is of paramount importance to all, and Civica Complaints Management is fully aligned with the requirements of our ISO 27001 accreditation. Given the stringent regulatory environment coupled with the grim reality of malicious threats, it is critical for enterprises to focus on protecting the transmission of customer data. We have applied this principle to our correspondence feature set via our Send Securely tool.

The Send Securely tool enables caseworkers to securely transmit messages to customers requiring a unique password to be input, delivered via SMS coupled with a link to a secure page on the Civica Complaints Management platform.

If you would like to find out more about Civica Complaints Management for your organisation, contact us.