Case management in regulated industries is more complex than ever.
Teams are under pressure. Customers expect faster answers. Budgets and resources are tight.
Cases are growing in volume and complexity, with new technologies like AI fuelling more detailed, high-stakes enquiries.
One misstep can lead to serious reputational or regulatory risk. You need a case management system that flexes to meet changing regulatory and statutory requirements. One that gives staff confidence in their data, simplifies compliance and improves customer experience, delivering faster, fairer outcomes for all.
You need Civica Case Management.
What is Case Management?
Case Management is powered by the award-winning iCasework platform.
It's a highly configurable case management system that streamlines case handling workflows, automates compliance and delivers actionable insights.
Resolve cases faster
Reduce risk
Improve customer experience
Adapt easily to change
Unlike a generic CRM, it's purpose built for complaints, information governance and social care workflows, allowing you to scale alongside case volume and complexity.
From case capture and triage to investigation, resolution and reporting, Civica Case Management handles it all.
Why choose Civica's case management system?
Meet rising customer expectations
Deliver the fast, fair and transparent services customers expect
Manage growing case volumes with ease
Alleviate stress on teams by achieving a better handle on high-volume, high-complexity workloads
Make limited budgets go further
Reduce time spent on manual admin and duplicated effort, helping you achieve a lower handling cost per case
Stay ahead of regulatory change
Easily adapt to changing statutory/regulatory landscapes, without the need for custom coding
Eliminate operational inefficiencies
Replace siloed legacy systems with an all-in-one solution, making your processes faster and more consistent
Support and retain your workforce
Simplify workloads and dramatically cut employee stress. Teams feel supported, valued and equipped to perform
Tesco Bank
We haven't changed our processes: we've just made everything easier, more efficient, and more secure.
The customer journey
Civica Case Management is modular, cloud-based and fully configurable, helping you create the highest-quality customer experience possible.
- Case Management
-
Create a clear, structured starting point for every case. The Case Management system helps you capture information, assign work fairly and keep customers in the loop from day one.
-
Case Intake & Logging – Capture complaints, enquiries and requests through any channel
-
Case Assignment – Assign cases automatically based on skills, availability or priority
-
Portal – Give customers the ability to self-serve, cutting down on repeat requests.
-
- Workflows
-
Keep your cases moving with automated workflows. Ensure every case follows the right steps, meets the standards and, ultimately, delivers a fair outcome with less manual effort.
-
Workflow & SLA Management – Automated workflows guide each case through the correct route
-
Correspondence – Create and send letters, emails and SMS updates directly from case records
-
Compliance Templates – Use fully configurable templates to align with statutory/regulatory requirements
-
Investigations – Support complex or multi-stage cases with structured investigation tools
-
Document Management – Store documents, evidence and correspondence securely in one place.
-
- Reporting
-
Close the loop with casework reporting tools. Give your team the insights they need to improve services, manage risk and meet regulatory expectations.
-
Quality Assurance – Allows managers to systematically review cases, evaluate staff actions and correspondence
-
Analytics & Reporting – Real-time dashboards show volumes, trends, SLA performance and root causes
-
Customer Feedback – Automated post-resolution surveys and feedback culture.
-
Aneurin Bevan UHB transforms request handling with Civica
Discover how the Health Board improved compliance from 26% to 98%.
Read more
Download our resources
Discover how Civica Case Management can help you improve how to manage complaints and feedback.
Download resources
Customer stories
LIANNE MORGAN,
CUSTOMER ASSURANCE AND COMPLAINTS MANAGER
ADMIRAL
Previously, new handlers joining would take six months to embed into the system. Civica Case Management is so intuitive it only takes half that time, which is a big game changer for us bringing on new staff
FAQs
- What is Civica Case Management?
-
Civica Case Management (formerly known as iCasework) is a configurable case management system designed for regulated organisations. It centralises case capture, triage, investigation and reporting into one platform, helping teams deliver faster, more consistent outcomes while meeting statutory and regulatory requirements.
- What can a case management system do for my organisation?
-
A case management system streamlines workflows, automates routine tasks, improves auditability and provides real-time insight into performance. It helps teams manage complex or high-volume caseloads more effectively and reduces the operational cost of handling complaints, enquiries, information governance requests and more.
- Is Civica Case Management the same as iCasework?
-
Yes, Civica Case Management is powered by the award-winning iCasework system. The system has evolved under Civica, but it retains the same core strengths: flexibility, ease of use and deep functionality for regulated casework.
- What types of cases can Civica Case Management handle?
-
The platform supports complaints, FOI/SAR, information governance, safeguarding, social care casework, member enquiries, regulated financial complaints and other high-stakes case types. Its no-code configuration allows it to adapt to sector-specific workflows, meaning you can adjust the system to meet any of your complex casework needs.
- How does Civica Case Management support compliance?
-
It embeds compliance into daily work through templates, audit trails, automated checks and structured workflows. This helps organisations meet FOI, SAR, GDPR, FCA DISP and other statutory/regulatory obligations with less manual effort.
- Is Civica Case Management suitable for high-volume casework?
-
Automated triage, SLA tracking and workload balancing make it easier to handle rising case volumes without compromising accuracy or customer experience.
- Can Civica Case Management integrate with existing systems?
-
Our Case Management solution comes with standard integrations for identity management, email services, document storage and CRM systems. We can also help you create custom APIs to ensure the software integrates with your existing tools, all while streamlining your casework processes.
- Does Civica Case Management support self-service?
-
Self-service can be a core part of the Case Management system, if required Customers can raise cases, upload documents and check progress through the self-service portal, reducing repeat contact and improving transparency.
- Is Civica Case Management cloud-based?
-
Yes. The cloud architecture reduces IT overhead, supports secure remote working and allows organisations to scale in line with demand.
- How long does implementation normally take?
-
Timelines vary, but because the system is configurable rather than custom-built, onboarding is faster than many organisations expect.
- What reporting options are available?
-
Real-time dashboards show workloads, SLA performance, outcomes and trends. You can export data for audits or integrate with BI tools for deeper analysis. Root-cause insight helps teams act on recurring issues rather than simply tracking them.
- We have a lot of legacy systems. Will this replace them?
-
Often, yes. Case Management can consolidate several tools used for tracking, correspondence, logging and reporting. For systems that must remain, integrations allow Case Management to sit comfortably alongside them.
- How does complaint management software work?
-
An example use of Civica Case Management is as complaint management software, as it’s designed specifically to ensure every complaint is logged, assigned and handled within your SLAs. Missed complaints or delayed responses only compound the issue. Having automated workflows and compliant case management software in your corner will ensure nothing is missed and every customer has their issue resolved in a timely manner.
Use cases of Civica Case Management
Our latest insights
Insights
28th January 2025
Integrating your Civica complaints management solution with existing business systems
Book a demo
If you have any support-related queries, please visit our Support Center for assistance.
By clicking 'SUBMIT', I understand and agree to you using my information to respond to my enquiry and to email me further marketing communications from Civica. You can unsubscribe or select your email preferences anytime through our Email Preference Centre.
Privacy – At Civica we take your privacy seriously. We collect data via our website to operate effectively. We will use the information you provide to respond to your enquiry and to email you further related marketing communications from Civica. You can read our full privacy notice here.