Here you have access to thought leadership pieces, case studies and information relating to best practice in case management.
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Aneurin Bevan UHB transforms request handling with Civica
Discover how the Health Board improved compliance from 26% to 98%.
Turn complaints into customer loyalty
Complaints are valuable opportunities to identify issues and build engagement
Enhancing Complaints Management with Artificial Intelligence
How AI enables faster resolutions and better insights into customer feedback
Complaints Handling Improves Ombudsman Oversight, Landlord Services and Tenants’ Lives
Reduce tenants’ complaint escalation to the Housing Ombudsman
Telford Legal Passes Lexcel Assessment With Flying Colours
The Lexcel assessor found the case management system the easiest ever used
Benenden Health delivers a smooth customer experience
Benenden benefits from a robust complaints management system
ICO Support Public Authorities with Information Governance
The Information Commissioner’s Office does not punish public authorities
1st Central driven to provide car insurance excellence
1st Central use intelligent automation and technology-based innovation to drive insurance excellence
Collinson improves user journey on travel insurance complaints
Use of multi-point Root Cause Analysis allows Admiral to improve the end-users process and reduce potential pain points.
Consumer Duty in Financial Services
Shifting focus to delivering positive outcomes
Admiral ensures customers’ complaints rank highly
Multi-point Root Cause Analysis improves end-user process and reduces complaints
Section 75 & Effective Financial Case Management
Reconsider your approach to Section 75 complaints management
Scottish Government Legal Directorate
A journey to improve and modernise their legal services
Case Management - so good it was chosen twice
Guidance to implementing a Case Management solution
Southwark Council
A key integration of complaints as a core system
Cheshire West and Chester Council
A modern & agile approach to ensure their Legal team deliver good quality public services
Tesco Bank
Puts customers' complaints at the front of the queue
National House Building Council
Build trust with a positive complaint management process
Civica, Tesco Bank & Vodafone Winners
UK Complaint Handling Awards ’22 award Civica and customers Tesco Bank and Vodafone major prizes
Kent County Council Coroners
Remote deployment of a Coronial Case Management system