Internal Affairs Case Management
Complaints Management
Our CaseManager360® Complaint Management solution is a cloud-based complaints management system that allows organizations to record, track and resolve customer complaints through investigation routing, action issuing, and response escalation.
CaseManager360® Complaints Management platform provides a centralized interface for recording and tracking complaints from any location, whether at the desk while responding to a customer’s call, or out in the field via mobile device. Complaints can be entered by any user and then auto assigned workflows based on the complaint’s type and product.
The quick search feature helps quickly identify the complainant and the subject from pre-loaded lists. Users are also able to attach internal and external documents to each case.
Complaints can be routed for investigation to a variety of users, such as a manufacturing site for specific analysis. Users are able to record all non-conformances and identify each relevant root cause.
Complaints may also be routed for corrective action and preventive action at any stage of the process, and the administrator may restart an investigation if results are viewed as insufficient.
The complete history of a complaint is available throughout the complaint handling process, even after the case has been closed. Organizations can inform complainants of progress at each stage using modifiable pre-saved templates. Our Complaint Management messaging system sends in-built task notifications and reminders to employees whenever a task needs to be actioned. Users can also request feedback from a complainant about the resolution process after the complaint has been resolved or closed.
Additional modules can expand the solution into a complete Customer Relationship Management system (CRM) that includes document control, audit management and training.
Remote Review
Allows investigators to create read-only remote access to their case file. The authorized person can watch and listen to audio and video files. Additionally, the user can correspond with the case agent through our secure messaging system.
Investigation Analytics
Use our integrated entity visualization tool to visualize and discover hidden relationships, connections, and patterns among people, places, and events. Easily see how cases are connected within the entire case file system.
Property & Evidence
Case Closed Evidence provides chain-of-custody, and allows you to track property, evidence and assets to improve the efficiency and accuracy of your evidence room. Eliminate paperwork and save evidence room officers hours of labor.
Forms Management
Load and access all of your PDF forms from within Case Closed. Fillable PDFs can be opened and attached to cases with ease. Link form fields directly to the Case Closed database to auto populate your documents and save precious time.
Operations
Plan case-specific special operations directly within the system. Identify objectives, risks, and operational details including arrest signals, backup signals, onsite threats, etc. Identify all participants and communication methods to ensure a successful interdiction, arrest, rescue, or other case objective.
Support and Service
From ongoing training, to software support, and customized reports and input screens, we deliver everything needed to make your on-boarding and delivery process as seamless as it should be.