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Capture

Multi-channel case entry

Feedback is captured across all channels, including:
  • Website forms
  • Telephony
  • Emails
  • Letters
  • Mobile devices
  • Social media
  • Face to face interactions
Our integration tools will help you to automate the capture of complaints and feedback received by phone, email or posted on to social media sites. You can also use our integrated web forms or access our Web Services API if you want to implement your own web forms.

Screenshots Supporting documentation and images, often vital to the case, can be uploaded or scanned in from any TWAIN compatible scanner.

Self service portal

Empower customers to submit and track feedback - reducing the cost of dealing with unnecessary and avoidable contacts. Provide also collaborative, self-service tools to consumer advocates and other stakeholders such as elected or legal representatives to register and manage their casework on-line.

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Users can choose to log in through a variety of authentication schemes (including Google, Yahoo, Twitter, Facebook or OpenID) to log new issues, track existing cases or escalate, as appropriate.

Our self-service portal can be styled to blend in seamlessly with your existing website.


Facebook app

Our Facebook app can be rapidly implemented (within a couple of minutes!) on your Facebook page or across different brand pages - and delivers all of the features of self-service portal within a Facebook tab.

Screenshots This gives customers a clear place to go with their feedback and removes clutter from the wall.

Mobile customer service

The mobile customer expects to be able to obtain customer service anytime, anywhere.

Our touch-enabled interfaces allow your customers to use a smartphone or tablet device to submit complaints, queries, compliments and suggestions directly into your UsefulFeedback! casework queues...

...and our mobile interface for your staff members will allow them to use a smartphone or tablet to view and complete their oustanding actions!

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Manage

Intelligent allocation & collaboration

Complaints, compliments, suggestions and queries can be easily allocated or re-allocated between departments and case types, with specific tasks or responses within a case further allocated to teams or individuals as appropriate.

Multiple departments can seamlessly input to cases, with interaction automated through email and e-forms. Set target times based on case type, department or based on a configurable risk assessment process.

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Complete case file & audit trail

Knowing where to find information relating to a complaint or enquiry is easy, as everything is stored in one central location. Documents, scanned images and telephone recordings can all be attached to cases to ensure case workers have all the information they need at their fingertips.

Every single action or update to a case is audited, providing a complete record of each stage, with 'actions' and 'events' presented through a timeline view to deliver an instant picture of a case's progression over time.

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Progress monitoring

Define target timescales (SLAs) for each investigation stage or task, and monitor progress for teams or individuals via management reports and dashboards.

Receive alerts by Email, SMS or RSS when timescales are not met.

Respond

Automated correspondence

UsefulFeedback! automatically generates acknowledgements, responses and other correspondence, either by email, hard copy print or social media.

All formatted correspondence is generated from configurable templates, and letters can be edited and printed in Microsoft Word or OpenOffice.org using our sophisticated browser-based wordprocessor integration, with the contents stored securely in the database. Users without access to a word-processor can use the embedded editor.

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Multilingual features

Correspondence is generated and spell-checked in your own language. Correspondence templates are provided for the following languages:
  • Afrikaner
  • Czech
  • Danish
  • Dutch
  • English
  • German
  • Greek
  • French
  • Hebrew
  • Italian
  • Norwegian
  • Polish
  • Portuguese
  • Russian
  • Spanish
  • Swedish
  • Welsh
  • More coming soon
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Delegate responses

The task of responding to complaints can be delegated to front-line staff or external investigators, even if they are not direct users of UsefulFeedback!. Non-users simply receive an email with a link to edit the letter or email, once completed the correspondence can then be authorised and sent by the caseworker assigned to the case.

Report

Learn through root cause analysis

UsefulFeedback! will enable you to identify the root causes of customer dissatisfaction across your organisation; automated management reporting pinpoints issues, problem types, departments and suppliers most likely to cause dissatisfaction.

Our extensive root cause analysis and reporting facilities include:
  • An embedded reporting library with a comprehensive suite of standard reports
  • Ad-hoc report designer that allows non-technical users to rapidly generate charts, Excel outputs or list reports
  • Team and enterprise dashboards
  • Industry specific complaint benchmarks (such as the FSA return)
  • Drill-down from reports into case files, Excel or map views
  • User subscription that publishes emailed reports, at defined intervals
  • Filter all reports by product, service area(s) or keyword
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Map your feedback

Associate complaints with map locations to analyse the geographical spread of issues raised.

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Measure your success

Following the response to a complaint, satisfaction surveys can automatically be sent to the complainant to gather feedback on the effectiveness of the procedure and to measure the customer's satisfaction with the outcome.

In addition, you can trigger internal tasks for a subset of cases to audit the effectiveness of your complaint handlers.

Configure

Easy to configure

UsefulFeedback! provides easy to use, wizard driven, administration screens allowing customers to further configure many aspects of their solution, including:
  • Complaint forms and complainant details captured
  • Correspondence templates
  • Case and task timescales
  • Complaint process preferences
  • Issues and root causes
  • Departmental service hierarchies and teams
  • Suppliers and/or staff members involved
Screenshots: Administrative preferences

Add more processes

There is always the option to unleash the power of the iCasework platform and implement additional processes, for example for managing product returns.

For more information, please contact us.
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Industry optimised

Pre-configured solutions are available for a wide range of industries including:
  • Education
  • Financial services
  • Government and not-for-profit
  • Healthcare
  • Leisure
  • Manufacturing
  • Property and housing
  • Retail and hospitality
  • Telecommunications
  • Travel and transport
  • Utilities
Our pre-configured applications are based on industry best practice and regulatory frameworks.

Implement

Easy to use, easy to implement

Our service is designed for ease of use - we believe our customers should be able to focus user training on their process rather than our software!

All input screens are wizard driven and context sensitive. Role based permissions ensure users only see the areas of the system, or indeed the aspects of a case, that they specifically need. And the intelligent, task focussed user interface, guides case workers through the process, step by step - ensuring staff always know what to do next.

It's even easier for occasional users tasked with responding to a complaint, they simply get an email with a link to view details of the complaint and a further link that opens up their word processor with a response template, already pre-populated with the case's details. No training required!

Dedicated user interfaces are available for:
  • Contact centre agents
  • Case workers
  • Occasional users
  • Mobile users

Security and resilience

UsefulFeedback! on-demand is implemented through Amazon AWS, the leading cloud computing platform in use today. It provides real-time scalability, failure resilient services and high levels of physical and network security.

Our services utilise Amazon AWS's European data centres and are designed to operate at a level of security difficult for most in-house operations to match. Data communications use 128-bit secure socket layer (SSL) encryption and our services are regularly penetration tested to ensure compliance with the latest security standards.

Contact us if you have specific hosting requirements. For example, we can implement access through a Virtual Private Cloud, enabling you to connect your existing infrastructure to a set of isolated resources via a Virtual Private Network (VPN) connection. Or as an alternative to Amazon AWS, we can also host solutions through our own data centre, for example if you require access through a leased line.
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Staff directory integration

Contact us to integrate your staff directory with UsefulFeedback! through SecureLDAP and benefit from single sign on and instant availability in UsefulFeedback! of contact details for your colleagues.

Access controls

  • All data and data access facilities are assigned granular security access levels and these are enforced at all times
  • All user credentials, passwords and access keys are encrypted using strong encryption algorithms.
  • Application access may be locked down by IP address
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