Complaints and feedback management

Manage customer feedback more efficiently with reliable cloud software

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Cloud, configurable and easy to use

Managing customer feedback and complaints efficiently is vital for organisations to help protect reputation and maintain and improve service quality. Civica Complaints Management, powered by iCasework, the award-winning cloud platform, helps teams track and manage responses from the entire enterprise network.

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Mechanic tool set

of complaints management experience

customers worldwide

cases processed every year

JENNY BURNS,

DIGITAL ADVISOR,

CHRISTIAN AID

Previously, we collected feedback using paper forms, notebooks and spreadsheets. But, we knew there were limits on how much, and how reliably, data could be collected in this way.

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Key Features

Regulatory Compliance

The era of light touch regulation has come to an end and there is now a much more robust regulatory environment, either in meeting compliance requirements or voluntary codes of practice for complaint handling.

Civica Complaints Management delivers solutions that ease the process of maintaining compliance with these regulatory rules and codes of practice.

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Capture Cases

From whichever channel your cases originate, you need to centralise and put them all in one place, from multiple streams such as telephone, email, webforms and social media in a uniform format.

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Manage Cases

Everything you need to take control and stay on top of your organisation's caseload, enabling case handlers to work collaboratively, efficiently and effectively.

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Correspondence

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

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Integration

Complaints management is not a standalone process, which operates in isolation from the rest of your organisation. Our smart complaint management solution exchanges data freely and easily as required with other applications. Development options include allowing you to implement self-service portals to let stakeholders efficiently manage casework online.

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Easy to Configure

Wizard-based configuration makes it easy to configure the system to your way of working - define service structure, control access, update drop-down list values, add online help for case handlers, set time limits and targets, and much, much more.

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Analysis and Reporting

Identify problem areas easily with automated delivery of library and custom reports and real-time keyword alerts that put the information you need at your fingertips.

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Learning and Improvement

Whether it is the desire for compliance or understanding how to improve products and services, your organisation obtains all the knowledge and reporting it needs to meet regulatory requirements and raise standards.

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Rapid Implementation

Civica Complaints Management utilises our 25 years of experience onboarding new organisations and benefits from a cloud-based SaaS solution to implement and engage users rapidly. Our methodology is based on three core concepts: Integrated Configuration, Productive Listening and Comprehensive Testing.

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