Complaint and Grievance Case Management
Our CaseManager360® Complaint Management solution is a cloud-based complaints and grievance management system that allows organizations to record, track and resolve customer complaints through investigation routing, action issuing, and response escalation.
Additional modules can expand the solution into a complete Customer Relationship Management system (CRM) that includes document control, audit management and training.
Certainly! Here’s a concise summary of the CaseManager360® Complaints Management platform:
Centralized Interface: CaseManager360® provides a centralized interface for recording and tracking complaints from any location, whether at a desk or out in the field via mobile devices.
User-Friendly Features:
- Quick Search: The platform offers a quick search feature to identify complainants and subjects from pre-loaded lists.
- Document Attachments: Users can attach internal and external documents to each case.
Workflow Automation:
- Auto-Assignment: Complaints are automatically assigned workflows based on their type and product.
- Routing for Investigation: Complaints can be routed to specific users, such as manufacturing sites, for detailed analysis.
- Root Cause Identification: Users can record non-conformances and identify relevant root causes.
Actionable Steps:
- Corrective and Preventive Actions: Complaints may be routed for corrective and preventive actions at any stage.
- Restarting Investigations: Administrators can restart investigations if initial results are deemed insufficient.
Comprehensive History:
- The complete history of a complaint is available throughout the handling process, even after case closure.
- Progress Updates: Organizations can inform complainants of progress using modifiable pre-saved templates.
Task Notifications and Feedback:
- Our Complaint Management messaging system sends in-built task notifications and reminders to employees.
- Users can request feedback from complainants about the resolution process.
This platform streamlines complaint management, ensuring efficient handling and transparency for organizations. 🚀
Tasks and Messages
Collaborate easily with Case Actions. Set tasks, attach files, and send messages to other investigators using the built-in calendar.
Master Database
Our database includes people, locations, and vehicles and is constantly updated during cases. Users can effortlessly search any field, while agents can add new entities without interrupting their workflow. Images and documents can be easily incorporated into the database.
Case Files
Easily manage all your case documents and multimedia in one place. Watch recorded interviews and access a variety of file types, including Microsoft® files, audio, video, and PDFs.
Reports
Our solution allows you to easily analyze and view the data collected in our investigative case management suite, with both ad hoc and standardized reporting options for state and federal requirements.
Case Reminders
Get reminders for tasks, court cases, incidents, messages, and training. Schedule them daily, weekly, etc. Choose email or SMS notifications.